Customer Care Supervisor

ABOUT THE JOB

Reporting to the Customer Care Manager, you will be supervising a team of Sales Coordinators with a focus on all customers including salons, supermarkets and pharmacies. You will be responsible for ensuring the required service level with a constant focus on enhancing operations and increasing customers satisfaction. 

Your key responsibilities will include:

• Supervise a team of sales coordinators through order processing & claims etc.
• Identify bottlenecks and operational improvements & propose corrective actions and lead projects to enhance customers experience
• Establish a personalised relationship with the customers (external & internal)  to optimise the service 
• Be the point of contact for escalations of customers enquiries (disputes) and handle all complaints in an efficient and professional manner
• Record, analyse and follow up the disputes situations (complaints, returns…) in collaboration with the Credit team, the sales team and the physical distribution teams
• Use customers’ feedback to drive improvements to service
• Proactively communicate with all stakeholders in case of problems and implement corrective actions. 
• Ensure the continuity of service by backing up the team when required 
• Conduct performance appraisals 
• Formalise processes and train new team members (transfer of knowledge, sharing best practices…)

ABOUT YOU

To be successful in this role you will have a dynamic personality, excellent relationship building and people management skills and be customer service driven wanting to really give customers the best experience possible with L’Oreal. You will need strong attention to detail and verbal and written communication skills. 

The successful candidate will be able to display initiative to solve issues, improve processes and be capable to grow and develop his / her skills within a fast pace organisation. 

We are an equal opportunity employer and we encourage applications from people regardless of gender, ethnicity, religious beliefs or disability.

ABOUT THE DIVISION  

L'Oréal Australia's Operations includes our Warehouse, Customer Care, Master Data and Supply Chain teams. These teams work in partnership with our Divisions to ensure we continuously improve our supply chain and achieve greater agility and efficiency to meet the needs of our clients. Operations have an important responsibility to focus on uncompromising standards of quality control, employee safety and our environmental commitments. 

ABOUT L’OREAL  

L'Oréal Australia is part of the L'Oréal Group – the world's largest pure beauty company with over 100 years of history and experience. We are a passionate team in a growing market, working to deliver our mission of Beauty for All through our local portfolio of 25 brands. 

Our business is energetic and vibrant, underpinned by strong ethical principles and our belief that financial performance and responsible business go hand-in-hand. We are driven each day by our six founding values - Passion, Innovation, Entrepreneurial spirit, Open-mindedness, Quest for excellence and Responsibility. 

L’Oréal is a supporter of reducing barriers that exist due to traditional working practices and therefore flexible work arrangements will be considered for this role.  

We are an equal opportunity employer and we encourage applications from people regardless of gender, ethnicity, religious beliefs or disability.