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Benelux Customer Care Manager B2b

Titolo della posizione: Supply Chain

Tipologia di contratto: Tempo Indeterminato

Orario di lavoro: Full - Time

Sede: Hoofddorp

Paese: Netherlands

Benelux Customer Care Manager B2b

Customer Care - Operation

About L’Oréal

L'Oréal has been a world leader in the cosmetics business for more than 100 years and has grown into one of the largest FMCG companies in the world. With international brands such as L'Oréal Paris, Garnier, Kérastase, Lancôme, Giorgio Armani and Vichy, we offer relevant products for every consumer.

 

Who am I?

As BNL Customer Care Manager B2b, you lead the ‘order to delivery activity’ for all Benelux customers with a multidivisional approach, ensuring the smooth execution of the order-to-delivery process. You are the point of contact between BNL Order to Cash team and Divisions. You manage B2b in the Netherlands and in Belux through the Belux Coordinator.

 

My Responsibilities

As BNL Customer Care Manager B2b, my main missions are :

  • Improve and develop Order to Cash Processes & identify and drive harmonization between BELUX and NL processes
  • Visualize & Analyze Data: set out and follow the performance objectives through dashboards related to the Order to Delivery Activity
  • Guarantee the transversal vision for customer through the Order to Cash Activities
  • Plan daily activities for the B2b team & follow up of the ticket resolution
  • Have a customer first mindset: guide and support the team to reach excellence in Order to delivery process and find new ways to drive customer satisfaction.
  • Ensure efficient and aligned ways of working with key stakeholders (credit team, sales teams, controlling, etc.)
  • Support teams in troubleshooting O2D issues, proactively ensuring consistent & efficient communication plans towards customers (product availability, transport issues, …)
  • Help recruit, develop and manage the team, taking care of the know-how transfer and the development of expertise

My Main KPI

  • IPSOS survey results
  • Relational & Transactional NPS
  • Untouched orders / Blocked orders
  • KEPLER SLA
  • Dispute rate
  • Response rate
  • Time to manage a claim

 

Our ideal candidate has:

 

  • A Master’s degree 
  • 5+ years’ experience in Customer Care
  • Management experience
  • Speaks Dutch and English

    Skills requested :
  • Helicopter view & able to prioritize
  • Monitored purposed data driven decision making
  • Stakeholder management
  • Customer relationship management
  • Business acumen
  • Problem solving

Attitude :

  • Internal & External Customer centricity
  • Team empowerment
  • Pro-active & pragmatic

 

What do we offer?

When you start at L'Oréal, you get a great deal of responsibility from day one. To develop, we offer an introduction program and an individual training program. Training can be locally or at the global headquarters in Paris. An enriching experience where you will meet international peers.

 

And furthermore, you will find with us:

  • An inspiring work environment with ambitious colleagues;
  • A healthy career perspective with good development and career opportunities;
  • A competitive salary which is adjusted on an annual basis in case of good performance;
  • Good secondary employment conditions, such as a 13th month, profit sharing, discount on medical expenses and a favorable pension scheme;
  • Discount on L'Oréal products
  • Nice extras such as various sporting company activities.

 

Finally, a great added value of working at L'Oréal is that you will be working with so many different people and functions. This offers you the opportunity to broaden your knowledge about different stakeholders. 

 

Diversity

L’Oréal would like their personnel to represent the diversity of the Benelux society. We welcome everyone regardless of origin, gender, age, sexual orientation, philosophical or political conviction, disability, etc.

 

“A diversified workforce in every function and on all levels strengthens our creativity and our understanding of consumers and it enables us to develop and market products that are relevant“

(Jean-Paul Agon, former CEO of L’Oréal)

 

 

How to apply

Are you ready for this challenge and do you meet the conditions?

Then apply quickly!

 

Do you want to know what it's like to work for L'Oréal Benelux?

Check out our LinkedIn page: https://www.linkedin.com/company/loreal/life/

 

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