Team Lead CSX CoE Supply & Stock

About this Position

We are seeking an experienced and strategic Customer Service Team Lead to oversee a high-performing team supporting the LATAM region (South & North), including LAS and LAN markets, covering multiple time zones (up to 3 hours difference). The ideal candidate will have a strong background in planning and supply chain operations, advanced English proficiency, and hands-on experience with SAP. Leadership experience is essential, and knowledge of Service Cloud or Salesforce is a strong plus.

What you´ll do

• Accountable for CoE team deliverables to support CSX indirectly, driving/adopting customer centricity within interactions with stakeholders
• Support/perform Voice of Customer customer analysis, market research and other techniques, identifying opportunities to drive CSAT Own/manage/prioritize change requests and system admin.
• Support specific customer requirements, solving complex / service delivery issues and provide relevant data & communication
• Collaborate with internal partners to meet customer expectations and needs
• Define/Lead the implementation of own continuous improvement projects/processes; act as facilitator for roll out of best practices
• Lead, coach, and manage a team of 7 customer service representatives to ensure service excellence across the LATAM region.
• Oversee the execution of order management, issue resolution, and customer support activities in coordination with supply chain and commercial teams.
• Ensure high-quality service delivery by monitoring KPIs, identifying improvement opportunities, and implementing action plans.

What makes you a good fit

• Strategic planning and organizing global procedures & processes
• Bacherlor degree in Admin or related
• 6+ years of experience in industry
• Master degree desirable
• Proven experience in planning within the supply chain environment.
• Advanced English proficiency (written and spoken).
• Strong proficiency in SAP (order processing, customer master data, logistics modules).
• Demonstrated ability to manage teams and work across time zones and cultures.
• Excellent communication, problem-solving, and organizational skills.

Some perks of joining Henkel

• Flexible work scheme with flexible hours and hybrid work model
• Diverse national and international growth opportunities
• Globally 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
• Flexible Benefits
• Savings fund
• Friday early finish

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! We welcome all applications across different genders, origins, cultures, religions, sexual orientations, disabilities, and generations.