Customer Service Operator

Customer Service Operator

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.

As a Customer Service Operator, you will manage the Order-to delivery flow per activity or per customers with the aim to provide a fast and efficient execution. You will provide continuity and excellent service to Customers, according to the Charter of engagement (different Services vs Customer Segmentation)

Your main responsibilities:

Grant nice customer experience, maintaining smooth verbal and written communication, even under pressure
Proactively ensure order processing and follow-up until delivery
Efficiently answer the clients’ requirements (deadlines, shortages, information, disputes)
Carry out the treatment of claims and disputes, manage returns and rebates
Enforce the credit policy and the application of our sales terms and conditions in term of payment deadlines, through follow-up of the bills payment and in proactively ensuring reminders.
Ensure your individual backlog prompt ticket/case resolution
Facilitate workload balance management by supporting case portfolio handover with other team members (task force approach)
Collaborate closely with the customer facing, Invoice to cash teams and key business stakeholders involved in the process (sales)

Your KPIs

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

Experience & Education:

Excellent knowledge of French & Dutch, good understanding of English
Bachelor
IT-savvy (Excel, Office package)
Previous Experience in Customer Care or in a client-related position is a plus
Resilient, assertive and calm
Team player and positive-minded
Problem solving, proactive communication
Stakeholder 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.

And furthermore, you will find with us:

An inspiring work environment with ambitious colleagues, where working Agile is the norm
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
Discount on L'Oréal products
Nice extras such as various sporting company activities.

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.

Diversity
L’Oréal would like their personnel to represent the diversity of the Benelux society. We welcome everyone regardless of origin, gender, age, sexual orientation, philosophical or political conviction, disability, etc.

"A diversified workforce in every function and on all levels strengthens our creativity and our understanding of consumers and it enables us to develop and market products that are relevant"
(Jean-Paul Agon, ex-Chairman of L’Oréal)

How to apply
Are you ready for this challenge and do you meet the conditions?
Then apply quickly!

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