Henkel
Job Field Customer Care , Procurement / Store-keeping / Supply Chain
The Customer Services & Logistic Specialist is key member of the Supply Chain Team which includes both Customer Services and Operations team members. The purpose of this role is to develop a sustainable, high functioning Customer Service Team and lead direct reports in the execution of strategies and providing support to all internal and external customers of the organization.
What You´ll Do
- Accountable for customer facing activities/customer experience, acting as SPOC for customer, adopting customer centric mindset.
- Run OTC and Customer Service Management, focusing mainly on customer interaction related activities (in/outbound).
- Contribute to the understanding of customer segments, needs and expectations by providing feedback on customer interactions.
- Build customer relationship by supporting enquiries; Collect feedback & identify opportunities to drive CSAT, including regular visits.
- Enter relevant data in the CRM system to create call plan & ensure quality data for business development activities, schedule follow-ups.
- Provide quality service to customers while identifying opportunities to secure new business or support retention via customer interaction.
- Collaborate closely with internal partners, judging and aligning priorities to meet customer needs vs. SC capabilities.
- Support the implementation of organizational changes, processes, projects, pilots and regional best practices.
- Contribute to reviewing operations in own area of work & generate ideas to assist in identifying continuous improvement for operational efficiencies & CX.
- Prioritize own workflow, ensure work is completed with productivity, quality & timeliness; use KPI’s and reports to monitor own performance.
- Utilize customer service systems and tools (SAP & Service Cloud), driving efficiencies and providing feedback to contribute to improvement.
- Plan own activities on daily/weekly/monthly basis to ensure business continuity, enhance efficiencies & improve customer satisfaction.
What makes you a good fit
- Degree in Supply Chain Management, Economics, Engineering
- 5+ years of Customer Services experience, preferably in a Consumer-Packaged Goods (CPG) industry working in a process driven, systems environment using ERP systems is mandatory. SAP experience is preferred. 2+ years of above should be in any Supervisory/Team Lead roles.
Career Advice for Customer Service and Logistics Specialists
As a Customer Service and Logistics Specialist, your role bridges customer experience and supply chain execution. With growing e-commerce and global trade dynamics, professionals in this space must be highly adaptable, tech-savvy, and customer-focused. Here’s how you can stay ahead and thrive in this demanding yet rewarding career:
1. Enhance Multitasking and Communication Skills
Juggling customer queries, shipment tracking, and coordination with warehouses or vendors requires clear, timely communication. Work on both written and verbal communication, and learn to prioritize tasks effectively, especially during high-demand seasons.
2. Master Logistics Software and CRM Tools
Stay proficient in tools like SAP, Oracle NetSuite, Zoho CRM, or logistics platforms like ShipStation or Freightview. These systems increase efficiency and reduce human error, making you more valuable to any organization.
3. Strengthen Your Problem-Solving Abilities
Delays, damaged goods, and customer dissatisfaction are inevitable. Train yourself to respond quickly and tactfully. Data-driven problem-solving not only improves customer retention but also showcases leadership potential.
4. Understand Supply Chain Dynamics
Get a solid grasp of inventory management, import/export regulations, and last-mile delivery challenges. A basic course or certification in supply chain management can boost your strategic thinking and open advancement paths.
5. Prioritize Customer-Centric Thinking
Delivering great logistics means meeting customer expectations. Build empathy, listen actively, and use feedback to improve service delivery.
Salary Approximation: In Kenya, a Customer Service and Logistics Specialist typically earns between KES 60,000 – 150,000 per month, depending on experience, industry, and company size.
To apply for this job please visit henkel.csod.com.