Multi-division Customer Service Manager

Corporate / 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, Redken, Lancôme, Yves Saint Laurent, La Roche-Posay and Vichy, we offer relevant products for every consumer. The brand-new and highly sustainable office in Hoofddorp forms the Benelux headquarter.

About your team 

You are part of the corporate team Operation and report to the Benelux Customer Care Director. The Customer Service team is part of the corporate BNL customer care including Credit, Collaboration and Data team. You are based in our headquarter in Hoofddorp and you are responsible of a team of around 10 collaborators working directly with our Dutch customers.

Your counterpart in Brussels is responsible for the Belgian customers. On a day-to-day basis you will work closely with Commercial teams, Credit team, Key account Supply Chain managers, physical distribution team and Finance.

The role of Multi-division Customer Service Manager

With a Multidivisional approach, ensure harmonized and efficient flow of order to cash cycle for all customers to better meet customer expectations while contributing to the economic performance.

You are the Single point of Contact between Multi-division Order to Cash team and Divisions.

Your main missions are :

• Ensure the smooth execution of the order-to-cash cycle in full conformity with the Supply Chain Management Standards of the Group
• Define and maintain the vision of the Customer Care policy and harmonized general terms of service
• Visualize & Analyze Data: Set out and follow the performance objectives through dashboards, meetings and action follow-ups with main stakeholders
• Keep a continuous mindset with the team and stakeholders via harmonization and simplification of key processes 
• Support peers such as Credit and Key account in the management of key daily processes and projects to ensure efficient communication
• Recruit, develop and manage your team taking care of the know-how transfer and the development of expertise. Implement organizational changes
• Supervise customer support team who communicate with customers and address any issues/disputes from customers on a timely and efficient manner
• You will be responsible of following KPI’s :
  1. Response rate, phone answer rate, dispute rate, blocked orders, untouched orders, Advantage/NPS, Pulse survey, overdue (indirectly)

Your profile 

You have a continuous improvement mindset. You are customer centric. You can prioritize and keep focus on your goals. As a person you are determined to make a great impact by taking initiatives and sharing your ideas. You are strong at collaborating with different internal stakeholders. You are problem solving. 

Our ideal candidate: 

• Has 2-5 years of working experience either in supply chain, customer care or sales
• Is available to travel to Belgium 1x per 2 weeks
• Has a completed master’s degree 
• Speaks Dutch preferably, English is a must
• Is available full time (40 hours per week) 
• Has some experience with Microsoft Excel, Powerpoint and PowerBI.

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 local 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, where working Agile is applied 
• A healthy career perspective with interesting development 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; 
• Discounts on L'Oréal products 
• Nice extras such as various L’Oréal sporting activities and events

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, Chairman of L’Oréal) 

Application

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/loréal/life/