Adhesive Technologies Logistics / Supply Chain Administration United Kingdom, Hemel Hempstead, England Full Time Regular
We are looking for a motivated and customer-focused Team Leader to oversee our Customer Service team and ensure the delivery of an outstanding customer experience. In this role, you will lead day-to-day operations, support and develop team members, and collaborate closely with internal stakeholders to ensure smooth order-to-cash processes and efficient resolution of customer needs. You will play a key role in driving service excellence, improving processes, and building strong relationships with both customers and internal partners.
What you´ll do
- Lead and coach the CSX team to deliver a seamless, positive end to end customer experience.
- Oversee Order to Cash (OTC) and Customer Service Management (CSM) activities, using KPIs and dashboards to monitor performance and drive improvements.
- Act as a point of escalation for complex customer inquiries, supporting supply, commercial, and application related topics.
- Build strong customer relationships and identify opportunities to improve satisfaction using customer feedback and Voice of Customer insights.
- Collaborate with internal teams---including Sales, Marketing, Supply Chain, CoE and GBS+ to align priorities and ensure commitments are met.
- Support and implement customer experience initiatives, tools, and processes, including new projects and organizational changes.
- Ensure accurate and high quality CRM data is captured, supporting effective customer retention and development.
- Drive continuous improvement, identifying opportunities to streamline workflows and enhance service quality.
- Plan and manage team performance, development, coaching, capability building, and operational planning (daily/weekly/monthly).
- Uphold corporate standards, sustainability requirements, and SHE compliance.
What makes you a good fit
- 3–6 years’ experience in Customer Service, Supply Chain, or Sales, with people management exposure.
- Ability to lead teams in making trade off decisions that optimize cost, inventory, service quality, and sustainability in an end to end supply chain environment.
- Strong customer centric mindset with excellent communication skills — able to convey information clearly across teams and levels.
- Confident presenter, able to create clear, structured presentations and communicate them effectively to stakeholders.
- Takes initiative, acts proactively, and makes sound decisions independently.
- Collaborative and resilient, able to manage competing priorities and adapt quickly.
- Knowledge of Order to Cash processes, customer service operations, and CRM/ERP tools (Salesforce Service Cloud, SAP).
- Comfortable working with KPIs, dashboards, and performance metrics.
- Strong planning, organizing, and leadership skills with a focus on developing and coaching team members.
Some perks of joining Henkel
- Flexible work scheme with flexible hours, hybrid work model, and work from anywhere policy for up to 30 days per year
- Diverse national and international growth opportunities
- Global wellbeing standards with health and preventive care programs
- Gender-neutral parental leave for a minimum of 8 weeks
- Employee Share Plan with voluntary investment and Henkel matching shares
- Performance bonus / incentives
- Competitive Pension & Life Assurance - Company contributes up to 10% of basic salary
Team Leader – Customer Service Experience— United Kingdom, Hemel Hempstead, Adhesive Technologies employer: Henkel Ltda.
Henkel Ltda. offers an exceptional work environment in Hemel Hempstead, where innovation meets collaboration. As a National Account Manager, you will benefit from a flexible hybrid working model, a strong emphasis on professional development, and a culture that values teamwork and creativity. Join us to drive impactful strategies while enjoying a supportive atmosphere that fosters growth and success.
