Customer Services Manager

L'Oreal Middle East


Ref: RP957-542

Job description / Role

Employment: Full Time

The Customer Service Manager is responsible for leading and implementing solution-based processes to drive the delivery of accurate orders, maximized fill rate, and on time arrival to the customers and ensure the complete execution of the order-to-cash cycle.

Strategic Contribution:
- Support the business strategy by providing seamless end to end customer service.
- Achieves customer service objectives by contributing customer service information and recommendations to strategic plans and reviews.

Functional Policies and Procedures:
- Ensure all company internal and global policies are followed to maintain highest level of customer service.

Budgeting & Forecasting
- Review forecasted quantities on orders outside of the normal amounts.
- Manage the cost to serve while maintaining strong relationship with Sales partners and customers.
- Meets customer service financial objectives by forecasting requirements.


Order Replenishment:
- Plan and schedule inbound receipts and outbound shipments, replenishment activities, inventory slotting, capacity analysis, order prioritization and expedite processing.
- Proactively ensure order processing and follow-up until the delivery.
- Responsible for end to end order processing from generating orders, punching in the system and follow up till the delivery.
- Follow-up with the Finance and Warehouse team to ensure timely releasing and delivery of the order.
- Identify the risks of inventory shortages, and work both internally and with the customer in order to limit its impacts.
- Record, analyze and follow up the order dispute situations (complains, returns etc.) in collaboration with the Credit Manager, Commercial Team and the physical distribution.
- Responsible to manage order return process by initiating the return requests receiving the order, examining and reconciling the order and issuing the credit note.

Customer Service Management
- Ensure multi-channel order optimization to achieve both customer expectations and organization objectives.
- Determines customer service requirements by maintaining contact with customers and visiting operational environments.
- Participate in customer engagement programs to understand their requirements and information sharing purpose.
- Update the customers by sharing sales information on stock levels, advising optimizations strategies, and DAS + reporting.
- Answers customers' queries and align actions accordingly.
- Support Operations teams to ensure service level standards are met; adhere to all contractual obligations and ensure customer compliance.
- Partner with commercial departments in all customer visits, conference calls and problem-solving efforts.

About the Company

For more than a century, we have devoted our energy and our competencies solely to one business: beauty. We have chosen to offer our expertise in the service of women and men worldwide, meeting the infinite diversity of their beauty desires. We are committed to fulfilling this mission ethically and responsibly.

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