Team Leader - Customer Service Experience- United Kingdom, Hemel Hempstead, Adhesive Technologies

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.

• 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.

• 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.

• 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