Customer Excellence Agent HCB Professional

About this Position Henkel Beauty Care holds leading market positions worldwide and its Brand name product business is continuously developing. Operating within both Retail and Professional Industries our Brands and products are used by widely every day. The UK Supply Chain team covers Demand Planning, Logistics, Customer Service and Customer Collaboration. Reporting within the professional Customer Service team, this role is responsible for supporting daily customer service operations, ensuring efficient resolution of customer enquiries and identifying opportunities to improve processes, service levels and overall team performance. What you´ll do Manage customer complaints, claims, and case resolution, ensuring a high standard of customer service Handle inbound enquiries from internal and external customers via phone and email. Identify customer needs and deliver timely, effective solutions. Monitor and support claims and complaint cases managed through the Shared Service Centre. Collaborate cross-functionally with Sales, Logistics, Demand Planning, Marketing and third-party logistics providers. Coordinate and process customer solutions, including credit notes, debit notes and returns, ensuring compliance with company policies and approval processes. Examine customer accounts to identify recurring issues, detect trends and recommend solutions. Accurately classify and allocate error reason codes to support reporting and continuous improvement. Analyse customer service trends and identify opportunities to enhance processes and performance. Maintain accurate records, ensuring all activities are conducted in line with company procedures, compliance standards, and best practices.