Director- Supply Chain Customer Care

Job Title:

Director, Customer Care

Function:

Supply Chain

Division:

This position oversees B2B Customer Service Team function of the Consumer Products Division of L’Oreal USA.  This individual is responsible to lead, develop, and inspire best in class multi-channel customer service team achieving customer expectations and organization objectives.  Work collaboratively to drive continuous improvements and efficient order processes.  Responsible for providing effective communication internally and externally at all levels, managing cost to serve, maintaining strong relationship with sales and customers, and bring strategic solutions to the organization.   

• BA/BS degree, preferably in Supply Chain or a related discipline
• 7+ years related experience
• Outstanding analytical and data management skills using Microsoft Office Suite, Power BI and SAP systems
• AI / robotic process automation experience a plus
• Effectively communicate and influence all levels within the organization with collaborative approach
• Demonstrated approach to managing and developing a high performing team
• Proven ability to identify and drive continuous improvement
• Understand impact of decisions and influence End to End Supply Chain

Self-motivated and results driven. Decisions made by this position have a direct and high-level impact on relationship with Customers, level of service provided to our Customers, and the cost / efficiency of Transportation, Distribution, and Assembly operations.

1. Lead team efficient order management initiatives to meet customer requirements and optimal operational execution leveraging technology & processes  

1. Coordinate proactive communication processes internally and externally to ensure customer expectations are met

1. Lead coordination and communication among cross functional teams to support business needs

1. Development of strategic initiatives that drive a best-in-class customer centric team & performance

1. Inspire and develop team

1. Ensure reporting and actioning against key KPIs

Competencies

1. Interacts Effectively

communicates clearly with all levels, shares relevant information

2. Achieves results with Integrity

proactive vs. reactive, demonstrates resilience, sets priorities and manages time effectively

3. Manages Complexity

takes into account next steps in their work, simplifies complex issues by identifying essential elements

4. Acts / Leads with Human Sensitivity

adapts behavior to respect different personalities, listens and interacts with equal respect to all levels, shares know how, experience, procedures

5. Demonstrates Entrepreneurship

demonstrates autonomy, escalates information / problems in a timely manner

6. Innovates

fosters a climate of mutual trust, organizes brainstorming sessions

7. Displays sensitivity to the Métier of L’Oreal

challenges and controls the quality of the teams’ work