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Assistant Manager -Customer Service (ACD)

Сфера деятельности: Supply Chain

Тип должности: Permanent

Тип занятости: Full - Time

Место расположения: Dallas, TX

Страна: United States



Job Description


Job:                  Asst. Manager, Customer Service (ACD)

Division:          Active Cosmetics

Location:          Lancaster, TX

Reports to:      Sr. Manager, Customer Service/Credit



Job Summary:


The Customer Service Manager is responsible for overseeing employees and daily operations within the customer service department. Duties include creating, modifying, and implementing customer service processes and policies to help employees effectively communicate with and support customers over the phone and through email, speaking with customers to resolve complex challenges, and managing the order process from creation thru shipment.

Key Job Accountabilities:

Responsibilities are not limited to the below listing:

  • Collaborate with internal and external contacts including business customers, sales admin, field sales, key account directors, finance, inventory management, transportation, I&C, credit, receiving, returns and distribution to ensure order process efficiencies
  • Build and maintain customer satisfaction by providing problem-solving actions for escalated complex situations
  • Sets team priorities based on management and organization vision, goals, and objectives
  • Recruit, mentor and develop customer service agents, and nurture an environment of encouragement and empowerment
  • Monitor and evaluate employee performance
  • Analyze data to determine areas for performance and efficiency improvement, provide recommendations to upper management, and implement new ideas
  • Collect and monitor data on current operations, including customer service KPI’s, agent metrics, order cycle time, blocked and no-touch orders, etc.

Required Experience/Training:

  • BA/BS degree, preferably in Supply Chain or a related discipline; 1-3+ years related experience
  • 1-3+ years of Team Management Experience
  • Outstanding analytical and data management skills using Microsoft Office Suite with a focus on Excel, SAP systems, Salesforce and Power BI
  • Strong problem-solving skills to troubleshoot and facilitate issue resolution
  • Effectively communicate in a professional manner
  • Proven ability to identify and drive continuous improvement
  • Understand impact of decisions to improve Customer Service and End-to-End Supply Chain experience
  • Travel approximately 10%

Competencies Required:

  • Innovator
    • Puts the consumer as the central focus
    • Challenges the status quo and strives for excellence
    • Innovates beyond the product
    • Seizes what is just starting and opens new ventures
  • Strategist
    • Builds a shared vision and strategic frame
    • Creates strategic scenarios for growth
    • Leads transformation by aligning organization and human capabilities
    • Demonstrates sound judgement in decision making
  • Entrepreneur
    • Takes accountability with courage and transparency
    • Builds a consumer / customer-centric organization
    • Give space initiatives and enables teams to take risks
    • Delivers both sustainable and short-term results with integrity
  • Integrator
    • Fosters a climate of trust, and constructive confrontation
    • Develops collective performance of the team
    • Encourages transversal cooperation
    • Actively networks for effective stakeholder management
  • People Developer
    • Treats all individuals in a respectful and consistent manner
    • Leverages diversity
    • Stimulates learning
    • Empowers and develops individuals to contribute to their best
    • Implement and utilize the L’Oreal USA Manifesto, Behavior Charter and Competencies

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.