Customer Care Manager

The Opportunity:We are seeking a highly motivated and customer-focused individual to join our Supply Chain team as a Customer Care Manager level. This pivotal role is responsible for ensuring seamless order fulfillment, driving satisfaction for our distributors, and contributing to operational efficiency and commercial growth. If you are passionate about optimizing supply chain processes, resolving challenges with empathy, and elevating customer experience, we encourage you to apply.Main ResponsibilitiesOrder Management, Fulfillment & Customer Satisfaction:Manage the end-to-end order processing lifecycle, including intake, validation, accurate system entry, and coordination of delivery.Ensure high levels of order accuracy and timely fulfillment, consistently meeting or exceeding established service level expectations.Proactively monitor lead times and fulfillment rates, addressing any delays or discrepancies swiftly to prevent business disruption.Collaborate effectively with various internal departments, including Divisions, Logistics, Customer Care, and Accounts Receivable, to manage ad-hoc or urgent order requirements.Minimize operational disruptions and maximize sales potential through responsive and efficient order handling.Provide distributors with timely updates and effective issue resolution across all points of contact related to their orders.Actively gather customer feedback through surveys and direct interactions to pinpoint service gaps and identify opportunities for continuous improvementComplaint, Refusal & Dispute Handling:Handle complaint resolution, delivery refusals, and disputes with a high degree of empathy, professionalism, and efficiency.Maintain meticulous documentation and conduct thorough root cause analysis to support effective service recovery and process enhancement.Analyze customer feedback and complaint trends to drive corrective actions and significantly elevate overall customer satisfaction.Reporting & Analytics:Generate comprehensive reports on key performance indicators (KPIs), customer feedback, and critical operational issues.Provide actionable insights and strategic recommendations aimed at improving quality, enhancing cost efficiency, and ensuring robust stakeholder alignment.Track service metrics and emerging trends to inform data-driven decision-making and foster continuous improvement initiatives.Best Practice Implementation & Playbook Ownership:Develop and rigorously maintain Standard Operating Procedures (SOPs), playbooks, and training materials to ensure consistency and excellence.Benchmark against industry best practices and implement innovative solutions to elevate consistency, scalability, and overall impact of our customer care operations.Ensure all processes and practices remain aligned with L'Oréal's company standards and evolve to meet changing customer expectations.Key Performance Indicators (KPIs)- Order Fulfillment rate: >98%- On-Time, In-Full, Right Quantity (OTFR): >95%- On-Time, In-Full (OTIF): >80%- Net Promoter Score (NPS): >8Refusal and Dispute Rate:Skills And QualificationsProven experience with SAP, particularly in order processing modules.Proficiency in data analysis and visualization tools such as Power BI (PBI) and advanced Excel.Strong SQL skills for data extraction and manipulation.Demonstrated leadership skills, with the ability to motivate others and successfully lead change initiatives.Highly customer-oriented approach, with a focus on delivering exceptional service.Excellent reporting and analytical skills, capable of translating data into actionable insights.Expertise in dispute resolution and complex problem-solving.A strong understanding of cost and efficiency drivers within a supply chain context.Exceptional skills in managing and fostering distributor relationships.Outstanding organizing skills and meticulous attention to detail.PersonalityHonest, trustworthy, and respectful.Possesses high sensitivity and flexibility.Unwavering integrity in all interactions.