Building on a strong legacy of almost 150 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 Customer Service Support (SAP) - GBS+ Manila
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About this position
About this Position
The Senior Customer Service Support Specialist plays a critical role in ensuring a smooth and reliable order fulfillment experience for our customers. This position exists to safeguard the accuracy, timeliness, and integrity of our order-to-delivery processes—an essential foundation for keeping our supply chain running efficiently and our customers satisfied. By managing complex order scenarios, addressing exceptions, and strengthening financial flow alignment, this role helps prevent delays, resolve issues before they escalate, and maintain the trust of our business partners. You’ll be part of a collaborative Customer Service Support team that works closely with supply chain, logistics, and commercial stakeholders. The environment is fast-paced, detail-focused, and solution-driven—ideal for someone who enjoys problem-solving and improving processes. As a senior member of the team, you’ll also contribute to ongoing enhancement initiatives, system testing, and workflow optimization, giving you the opportunity to shape how our operations evolve. This position offers meaningful impact: the work you do directly influences operational efficiency, customer satisfaction, and overall service excellence.What you´ll do
- Steer end-to-end order management to ensure on-time and complete delivery, including handling airfreight and urgent/rush orders
- Create and validate manual orders, performing accuracy checks prior to processing
- Manage SOP, EDI, and delivery note (DN) exceptions, taking manual action to resolve inconsistencies
- Coordinate exception handling, including claims management, returns, and issue resolution with stakeholders
- Monitor and report on open orders and shipments, ensuring visibility and timely follow-through
- Ensure proper financial flow alignment, supporting billing accuracy and system integrity
- Lead and support continuous improvement initiatives, including system testing, workflow optimization, and quality/time efficiency enhancement.
What makes you a good fit
- Bachelor's Degree in any field; preferably related in business course
- Minimum of three (3) years related work experience in Customer Service and SAP Order Entry
- Advance Knowledge in MS Office Suites (Word, PowerPoint, and Excel) is required; Experience in Salesforce is an advantage
- Knowledge in customer service and order processing is required; Experience with migration of tasks is an advantage
- Proficiency in English verbal and written communication; Must be detail‑oriented, adaptable, and a strong team player with a professional attitude
- Amenable to work on a mid-shift schedule (2:00 PM to 11:00 PM), and report on a hybrid work set-up in Ayala Avenue, Makati
Some perks of joining Henkel
- A thriving career with the Top 15 Best Workplaces in the Philippines by Great Place to Work and the Top GBS Employer in the Philippines by the Everest Group for 4 consecutive years!
- 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
- HMO healthcare coverage plan
- Provident Fund
- Group Life and Personal Accident Insurance
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.
JOB ID: 26091831
Job Locations: Philippines, National Capital Region, Makati
Contact information for application-related questions: talent.seaanz@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.