Customer Care B2b

Customer Care B2b

MultiDivision

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.

Your main responsibilities:

• Monitor and manage the order-to-delivery flow with the aim to provide a fast and efficient execution
• Provide continuity and excellent service to customers
• Report to BNL Customer Care Manager B2b

Your Mission:

• Proactively ensure order processing and follow-up until the delivery
• Carry out the treatment of claims and disputes, manage returns and rebates
• Grant an excellent customer experience, maintaining a smooth verbal and written communication, even under pressure
• Ensure prompt resolution of your individual backlog tickets/cases
• Facilitate workload balance management by supporting case portfolio handover with other team members (task force approach)
• Collaborate closely with the customer, Invoice to cash teams and key business internal and external stakeholders involved in the process (sales, logistics)

KPIs:

• Customer satisfaction
• Untouched orders
• Response rate
• Time to manage a claim / a case
• Service level agreement for ticket/case resolution

Your Deliverables:

• Ensure excellence in order-to-delivery performance
• Minimize backlog, with timely treatment and resolution

Skills, Attitude & Knowledge

• Bachelor’s degree
• English (mandatory), Dutch (mandatory), and French (optional)
• 2-5 years of relevant experience
• Delivery excellence
• IT tools utilization (CRM and/or ERP systems)
• Problem solving: proactive communication
• Problem solving: solution-oriented mindset
• Stakeholder management: conflict management

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.