Customer Account Specialist - Strategic Accounts

Customer Account Specialist – Strategic Accounts, Benelux

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, Lancôme, Giorgio Armani and Vichy, we offer relevant products for every consumer.

Who am I?

We are seeking a highly motivated and customer-centric individual with strong relationship management skills to join our team as a Customer Account Specialist for our E-Commerce customers. In this role, you will be the primary point of contact for the customers, ensuring a seamless and positive order to delivery experience. It’s also expected that you understand and adapt to customer needs, proactively address potential issues, and resolve challenges with a solutions-oriented mindset. This role offers a unique opportunity to build strong relationships and adapt to this new channel that is in constant evolution. You will also work hand in hand with the commercial, financial and supply chain departments, and contribute to our company's growth.

Your key responsibilities

• Order-to-Delivery Management: Manage end-to-end order processing (integration, adjustment, validation, confirmation). Ensure compliance with business rules and resolve any order-related issues promptly, demonstrating a proactive, solution-oriented approach.
• Cross-Functional Collaboration & Stakeholder Management: Collaborate effectively with internal teams such as Key account supply chain managers, Sales, Physical Distribution, and Finance, to resolve complex customer issues, demonstrating strong stakeholder management and conflict resolution skills. Escalate issues when necessary and ensure seamless service delivery while maintaining positive working relationships.
• Continuous Improvement: Proactively identify opportunities for process improvement, driven by a problem-solving mindset. Contribute to enhancing the efficiency and effectiveness of transactional processes.
• Proactive Communication & Problem Solving: Proactively inform customers about order status, potential delays, returns, or other issues. Anticipate customer needs and provide timely updates to maintain transparency and build trust. Employ a solution-oriented mindset to address any potential challenges proactively.
• Service Offer Implementation: Ensure successful implementation of service offerings for your assigned customer portfolio. Stay up-to-date on new service offerings and effectively communicate their value to clients.

Your key skills

• Customer Listening: Demonstrated ability to actively listen to and understand customer needs.
• Customer Relationship Management: Proven ability to build and maintain strong customer relationships.
• Problem Solving: Proactive communication and a solution-oriented mindset are essential.
• Stakeholder Management: Excellent conflict management and collaboration skills.

Key Performance Indicators (KPIs)

• Customer Satisfaction Survey Results
• Delivery Lead time
• Returns Lead time
• Contact response Lead time

Qualifications

• Dutch language mandatory and good English conversation skills
• Experience in customer service, account management, or a related field
• Excellent communication and interpersonal skills, with the ability to build rapport quickly
• Proficiency in using CRM systems, SAP and other relevant software
• Ability to manage multiple tasks simultaneously and prioritize effectively
• Understanding of order management and logistics processes and/or quick learning capacity

Location: Hoofddorp. Dutch Required & either English/French highly recommended.

What do we offer?

• An inspiring work environment with ambitious colleagues, where working Agile is the norm. Broad career path possibilities within and outside of the corporate CDMO team, both in The Netherlands and internationally.
• A competitive salary and good secondary employment benefits (profit sharing, retirement, healthcare, etc.)
• Discount on our products
• Broad and professional training offerings

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.