Función del empleo: Operations

Tipo de puesto: Permanent

Tipo de empleo: Full - Time

Localización: Clark, NJ

País: United States

Job Title:       Sr. Manager/Director Customer Care Continuous Improvement

Department:  Corporate Supply Chain

Reports to:    AVP Central Operations Customer Care

Location:       Clark NJ

 

As a member of the Central Operations Supply Chain team, the role of a Customer Care Continuous Improvement Sr. Manager / Director will support the Customer Care organization through a variety of projects focused on enhancing productivity, maximizing process efficiency and simplicity while ensuring customer satisfaction both internal and external.  Project management with a continuous improvement mindset including identification of potential process and efficiency enhancements and cost reduction projects will also be required.  This position will report to the AVP of Central Operations – Customer Care.

Tasks, Duties & Responsibilities:

  • Identify opportunities to streamline and transform internal processing / drive change in customer care or in supply chain including implementing robotic process automation and lean flow principles.
  • Drive and animate ad hoc and formal training within the Customer Care Community
  • Liaison with IT teams to assess and prioritize demands and projects to ensure alignment with L’Oreal strategic vision. 
  • Follow projects to timely completion driving measurable results while providing status to key stakeholders throughout the process.
  • Conducts and prepares analysis of consolidated key performance metrics focused on customer care processes.
  • Ability to conduct and lead process standardization and the ability to influence and facilitate change across the organization.
  • Communicate and partner with Global Operations team (DGO teams) to drive strategic initiatives
  • Partners with internal controls team to track gap closing of audit points for customer care.
  • Network and benchmark with customer care industry and global standards with a mindset of continuous improvement.

Job Requirements:

  • Bachelors Degree in degree in Supply Chain, Accounting, Finance, Business Administration or related field. 
  • 7- 10+ years experience in Customer Care or in a related field
  • Ability to lead and influence a diverse work force at multiple levels within the organization
  • Demonstrated analytical skills and problem-solving ability
  • Strong and rapid decision-making ability
  • Proven organizational and strategic project planning skills
  • Excellent interpersonal, oral, and written communication skills
  • Strong ability to gather, analyze and interpret information to develop, recommend and implement solutions. Power BI or data visualization experience and knowledge a plus.
  • Understanding of order to cash and master data processes a plus.
  • Strong computer skills using Microsoft Suite of tools especially Excel.
  • Strong working knowledge of SAP systems especially in SD, WM, and MM modules.
  • Exposure to Lean Six Sigma / Agile practices and methodology
  • Experience with robotic process automation in supply chain a plus

We are an Equal Opportunity Employer and take pride in a diverse environment. We do not discriminate in recruitment, hiring, training, promotion or other employment practices for reasons of race, color, religion, gender, sexual orientation, national origin, age, marital or veteran status, medical condition or disability, or any other legally protected status.



We are an Equal Opportunity Employer and take pride in a diverse environment. We do not discriminate in recruitment, hiring, training, promotion or other employment practices for reasons of race, color, religion, gender, sexual orientation, national origin, age, marital or veteran status, medical condition or disability, or any other legally protected status.

If you require a reasonable accommodation to complete an application for a recognized disability under applicable law, please email [email protected]. Please note this email will only respond to specific requests for assistance completing the application as a request for accommodation for a disability. All others will not be considered.

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