Building on a strong legacy of more than 145 years, we are leading the way to reimagine and improve life every day. Today and for generations to come. Through our innovative and sustainable brands and technologies, across our teams around the world.
Henkel holds leading positions in both industrial and consumer businesses: Our portfolio includes well-known hair care products, laundry detergents, fabric softeners as well as adhesives, sealants, and functional coatings.
Senior Specialist General Inquiry Management, Agent
Apply for this role
Senior Specialist General Inquiry Management, Agent
Apply for this role
About this position
At Henkel, you can build on a strong legacy and leading positions in both industrial and consumer businesses to reimagine and improve life every day. If you love challenging the status quo, join our community of over 47,000 pioneers around the globe. Our teams at Henkel Adhesive Technologies help to transform entire industries and provide our customers with a competitive advantage through adhesives, sealants and functional coatings. With our trusted brands, our cutting-edge technologies and our disruptive solutions, you will have countless opportunities to explore new paths and develop your skills. Grow within our future-led businesses, our diverse and vibrant culture and find a place where you simply belong. All to leave your mark for more sustainable growth.
What you´ll do
Position Overview:
- The General Inquiry Management Agent, Sr. Specialist is responsible for efficiently receiving, managing, and resolving customer inquiries and requests across multiple channels, ensuring timely and accurate responses.
- This role involves triaging complex issues, providing high-quality customer service, and collaborating with internal teams to ensure resolution and satisfaction.
- The agent will maintain a focus on delivering seamless and effective inquiry management to enhance the overall customer experience.
Key Responsibilities:
- Oversee the routing and management of inquiries across phone, email, and social media channels.
- Lead efforts to develop and maintain a comprehensive knowledge management system.
- Provide accurate and timely responses to customer inquiries regarding product information.
- Direct complex inquiries to the appropriate internal teams, such as Technical Support, Customer Service OR sales teams
- Continuously upskill and participate in trainings to increase product and business knowledge
- Manage performance and track key performance indicators (KPIs) to ensure service quality and efficiency.
- Continuously optimize workflows and processes among various stakeholders to enhance collaboration and efficiency.
What makes you a good fit
Qualifications:
- Bachelor’s degree with 3 years of relevant experience.
- Proven expertise with customer service, telemarketing, inside sales, remote technical services.
- Strong track record for collaboration within cross-functional teams.
- Exceptional communication skills, with a customer first mindset
- Outstanding teammate skills
Some perks of joining Henkel
- Flexible or hybrid work model
- Diverse national and international growth opportunities
- Global wellbeing standards with health and preventive care programs
- Gender-neutral parental leave for a minimum of 12 weeks
- Employee Share Plan with voluntary investment and Henkel matching shares
- Annual performance bonus
- Comprehensive healthcare including mental health support and 401(k) plan matched by employer
- Family benefits including fertility support, fully paid parental leave, caregiver services
- Paid time off: Vacations days, sick leave, holidays, volunteer time off & more
The salary for this role is $65,000.00 - $80,000.00. This is the range that we in good faith anticipate relying on when setting wages for this position. We may ultimately pay more or less than the posted range and this range. This salary range may also be modified in the future.
Henkel does not accept unsolicited resumes from search firms or employment agencies. Unsolicited referrals and resumes are considered Henkel property and therefore, Henkel will not pay a fee for any placement resulting from the receipt of an unsolicited referral.
At Henkel, we come from a broad range of backgrounds, perspectives, and life experiences. We believe the uniqueness of all our employees is the power in us. Become part of the team and bring your uniqueness to us! All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, veteran status, age, sexual orientation, gender identity and expression, and other legally protected characteristics. We welcome all applications.
JOB ID: 25078589
Job Locations: United States, CT, Rocky Hill, CT
Contact information for application-related questions: talent.acquisition@henkel.com
Please do not use this email address for sending your application or CV. To apply, please click on the "Apply for this role" button below. Applications sent via e-mail will not be accepted.
Application Deadline: As long as the vacancy is listed on our Career Site, we are happy to receive your application
Job-Center: If you have an application already, you can create or log in to your account here to check the status of your application. In case of new account creation, please use your email address that you applied with.
About Henkel
FAQ
I am interested in several jobs. Can I apply for multiple positions at the same time?
Yes – simply fill out your profile in our online application system. Once your online profile is complete, you can apply for multiple positions.
The job offer is written in English – should I write my application in English as well?
Yes, please. As Henkel is an international company you will be working with colleagues from all over the world and English is our official company language. Generally, the ‘rule’ is: please write the application in the same language as the job ad.
Do I get feedback during the application process about the state of my application?
Each position that we have open with Henkel is unique, and finding the right candidate is important for both the hired candidate as well as for Henkel. We want to make sure that both the candidate and the company are a good fit for each other. We will provide feedback to the candidates throughout the entire process.
Can employees move between business areas and/or to a different country?
Yes, in fact it is an expectation within Henkel that our talent is flexible and mobile. This helps to support the company on a broad, global level.
Our “Triple Two” philosophy promotes this expectation, by allowing you to work in at least two different roles, in two different business areas and two different countries. The reason behind this philosophy is that we believe working in different roles, business units and functions is good for your personal development and improves your understanding of Henkel as a global company.
Here you will get further information on our training programs.
Whom do I contact if I have questions concerning my application?
Our recruiting team will help you with all requests regarding your application. Contact the team here.