L'Oreal - Assistant Manager - Customer Service

Assistant Manager - Customer Service

The world leader in cosmetics, L'Oreal is present in 150 countries on five continents. Our 35 international brands have allowed us to devote ourselves solely to one business: beauty, with a mission to provide the best in cosmetics innovation to all women and men globally. Our ambition is to win over another one billion consumers around the world by inventing the cosmetic products that

meet the infinite diversity of their needs and desires through continued digital innovation. L'Oreal supports diversity and sustainable, ethical sourcing for all our products, and we have reduced our emissions by approx. 78% since 2005.

The DNA of L'Oreal is Innovation and we are driven by a real passion for the future. Our Research and Innovation Centres in India are the sixth innovation hub for L'Oreal worldwide to fuel local market innovations.

The distance between beauty and tech is closing rapidly, and we are determined to be pioneers in this new beauty tech world. New digital technologies and services are making the world of beauty move faster than ever before. Data and artificial intelligence are opening new horizons for personalization and customization. By incorporating digital into everything that we do, we are creating a better relationship with our consumers.

When beauty and tech collide, the impossible can happen!

In our journey, we are looking for talented individuals who can lead us on this mission.

Would you like to be a part of the adventure?

We have a suitable opportunity in the Supply Chain division for the position of Asst. Manager - Customer Service. In this role, you will organize the Customer service function to drive excellence in Order execution, enhance order status visibility and ensure continuity and quality of the service to Customers, while optimizing costs. You should have 5+ years of professional experience with FMCG/ FMCD. The location of the job will be Mumbai.

Key Job Accountabilities & Deliverables:

- Drive Excellence in Customer Service with a focus on Order to Delivery timelines, OTIF and the Quality of execution.

- Drive analytics in the O2D area, and drive automations and Continuous improvements in the processes.

- Enhance Visibility of the order status between the Commercial and Supply Chain teams.

- Act as an interface between the Customer care team and the Physical distribution team to optimise the processes and the costs.

- Manage a team of over 15 people working with an outsourced vendor to:

- Ensure Order Entry for all customer orders into SAP, Credit release follow up, Order validation as per set rules, get appointments from customers for delivery.

- Create reservations for SKUs that are in shortage, optimise service rate while meeting the Delivery timelines for the orders when releasing the orders to the Distribution Centers (DCs) for execution.

- Review and follow up on the order execution by the DCs to meet the customer expectations.

- Ensure that all the refusals and returns are acted and SAP transitions are closed for the same in time.

- Provide visibility on order execution.

- Ensure that the master data is well maintained for order entry activities.

- Conduct surveys and measure customer satisfaction with our physical execution and make improvements needed.

Key Skills and Competencies:

- Strong follow up on Order execution

- Management of outsourced team driving performance and productivity

- Continuous improvement mindset

- Customer centricity

- "Make it happen" with operational excellence and agility

- Strong knowledge of SAP processes and other systems

- Control risks and operates responsibly

Key Relationships:

Internal - Customer care, Warehouse Operation Team, Transport team, Credit & Finance teams.

External - Customers, Key Accounts of Modern Retail and eCom; Transporters, 3PL DC operators

Physical Demands (e.g. % travel):

- Travel will be need based

Education and experience:

- Post Graduate / MBA with 3-5 Years of experience in managing warehousing, transportation and Customer service.

L'Oreal is committed to building a diverse environment and is proud to be an equal opportunity employer. L'Oreal closely prohibits discrimination against any employee or applicant for employment because of the individual's race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability or any other characteristic protected by law.