Customer Service Cluster Lead

vor 7 Monaten

Wollerau, Schweiz The Estée Lauder Companies Vollzeit

With a diverse portfolio of more than 20 brands sold in approximately 150 countries and territories, Estée Lauder Companies is the global leader in prestige beauty, recognized for its skincare, make-up, fragrances, and hair care products. In Switzerland, Estée Lauder has the main Supply Chain Hub for Travel Retail and EMEA, offering many opportunities across multiple functions to grow your career and become part of our amazing Supply Chain teams. Travel Retail, one of the Estée Lauder Companies' highest growth channels, covers the world of duty-free environments including airports, airlines, cruises, downtown locations, and border shops. According to our industry projections, more than 3 billion international travelers pass through airports each year, and the number is expected to grow 5 % annually.

To strengthen our Global Travel Retail Organization, we are looking for a motivated and experienced Customer Service Coordinator (B2B), to be based in Wollerau, Switzerland.

Within the Travel Retail (TR) organization, Customer Service aims at strategically supporting business growth and delivering value through the operational execution of customer service activities. The Customer Service Cluster Lead will have the responsibility for executing end-to-end services across multiple elements of our TR (Cluster) Operations ensuring seamless quality, timeliness, and customer experience (internal & external).
The role has the responsibility that the right products get to the customer at the right time for all of Estée Lauder TR WW Brands within the Cluster and will drive all Customer Service optimization, through leadership of the Cluster Customer Service team.

Job responsibilities:

- Managing the day-to-day customer service department, including order management (OTC) and customer relationship management (query to complaint management)
- Responsible for the claim (incl. destructions and returns) management to ensure process compliance and the management of the financial impact on the cluster
- Maintaining a strong platform for the measurement of performance, including target setting and continued measurement of improvements
- Leading the cluster environment for OTC to achieve and sustain best practices in effectiveness, quality delivered, and efficiency within the internally defined framework and processes
- Maintaining relationships with regional key stakeholders and promoting confidence in the overall execution of the process
- Analyzing reports to identify trends and patterns in customer behavior
- Responsible for the coaching/leading and performance management of the direct reports

**Qualifications**

We are looking for someone who brings:

- Bachelor’s degree (BA) in Business Administration, Supply Chain
- APICS certification or related discipline preferred
- Minimum of 5 years of experience in Supply Chain roles within a fast-paced environment and multinational company with a clear customer focus and increasing levels of responsibilities
- Strong influencing skills, with an entrepreneurial spirit and the ability to adapt to a fast-growing environment
- Hands-on approach and curiosity, can-do and positive attitude
- High energy to drive change with excellent teamwork and interpersonal skills
- A flexible and independent individual with a problem-solving and analytical mindset
- Excellent IT skills and knowledge of ERP systems and ability to learn quickly
- Business proficiency in English; additional language is a plus

We offer you:

- a fantastic opportunity to work in an international, fast-paced, and high-touch environment
- a nurturing and challenging culture that is respectful of our roots and promotes intensive career development across multiple functions
- to be part of a company that creates prestige beauty products that also advance sustainability and help contribute to a stable climate and a healthy, beautiful planet
- inclusion, diversity, and equity which are natural extensions of The Estée Lauder Companies’ values
- amazing support for your work-life balance (gym allowance, only a 40-hour workweek, flexible hybrid working model)
- personal development opportunities via our internal training hub, LinkedIn Learning, and external educational trainings
- access to our employee staff shop, the possibility to buy Reka checks with a discount, and free parking spaces for all our employees

**Job**: Customer Service

**Primary Location**: CH-SZ-Wollerau

**Job Type**: Standard

**Schedule**: Full-time

**Shift**: 1st (Day) Shift

**Job Number**: 2318795

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