Customer Care Manager

Managing a team including Supervisors with 2 teams of orders & claims with a focus on traditional customers including salons, hairdressers and pharmacies as well the Mass market / Luxe & LDB Customers for our divisions as well as a growing E-Commerce team. Responsible for effective team leadership with a true collaborative focus to enhance our team’s performance & drive improvements to become more customer oriented & very closely engaged with our internal stakeholders.

ABOUT THE JOB

Reporting to the Director of Customer Care & Credit, You will be responsible for the leadership of our great customer care team & the development of this team & ways of working to enable us to become much more proactive towards our customers. You will ensure the order-to-cash cycle in line with our global standards working within our L’Oreal audit standards.This role is based in our Distribution Centre in Dandenong South.

Your key responsibilities will include:

• Recruit, develop and manage his/her team to ensure the right people are in the right roles with relevant skills and training to deliver a great customer experience.
• Strong focus on internal stakeholder and customer needs
• Collaboration with all parts of the business to ensure a seamless exchange with the Customer Care team providing a superior service.
• Implement organisational changes where needed in line with changing business needs.
• Analysing & problem solving & automating in all areas to provide continuous improvement.
• Implement the organisation, processes and resources needed for the Customer Care policy.
• Ensure the smooth execution of the order-to-cash cycle in full conformity with the Supply Chain Management Standards of the Group (cut off, tariff,)
• Ensure the sharing and reliability of information related to internal stakeholders within the organisation (Demand & Supply Planning, physical distribution, sales, controlling)

ABOUT YOU

• You have 2-5 years previous experience within a similar role or relevant management / leadership experience.
• You will have a dynamic personality with excellent relationship building ability.
• You will have had strong people management skills and be very customer oriented.
• You will be highly analytical, with strong attention to detail.
• You will be able to display strong verbal and written communication skills.
• You will be able to display initiative to solve issues, improve & automate processes & drive the team forward.

ABOUT THE DIVISION

LOréal Australias Operations includes our Warehouse, Customer Care & Credit, Master Data and Supply Chain teams. These teams work in partnership with our Divisions to ensure we continuously improve our supply chain and achieve greater agility and efficiency to meet the needs of our clients. Operations have an important responsibility to focus on uncompromising standards of quality control, employee safety and our environmental commitments.

ABOUT L’OREAL

LOréal Australia is part of the LOréal Group – the worlds largest pure beauty company with over 100 years of history and experience. We are a passionate team in a growing market, working to deliver our mission of Beauty for All through our local portfolio of 25 brands.

Our business is energetic and vibrant, underpinned by strong ethical principles and our belief that financial performance and responsible business go hand-in-hand. We are driven each day by our six founding values - Passion, Innovation, Entrepreneurial spirit, Open-mindedness, Quest for excellence and Responsibility.

L’Oréal is a supporter of reducing barriers that exist due to traditional working practices and therefore flexible work arrangements will be considered for this role.

We are an equal opportunity employer, and we encourage applications from people regardless of gender, ethnicity, religious beliefs or disability.

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