Senior Consumer Service Specialist

About this Position As a Senior Consumer Service Specialist at Henkel, you will be the key point of contact for our B2C customers, addressing their inquiries and providing expert guidance on our Consumer Brands. Your role is essential in ensuring that customers receive prompt, professional responses to their communications, whether through email, web forms, or phone calls. In this collaborative team environment, you’ll work closely with colleagues across various functions, leveraging your language skills while fostering positive relationships with clients. Your ability to navigate challenges, such as quality management and queue oversight, will empower you to drive continuous improvements in our service delivery. Join us in creating meaningful connections with our customers and play a pivotal role in enhancing Henkel's reputation as a trusted partner in adhesive solutions! What you´ll do Respond to inbound consumer communications on Henkel Consumer Brands (Beauty Care Laundry and Home Care products) Communication via phone calls, email, and social media Handles compliments, inquiries and complaints, product usage and ingredients, packaging, environmental and regulatory issues, animal testing, commercials, advertising and promotions, community relations, donation requests, etc Driving good consumer experience, upselling replacement products (for those items that were discontinued), and retention Escalations handling and claims processing Handle other related duties that may be assigned by superior (such as quality, queue management)