Customer Service Cluster Lead

vor 1 Woche

Wollerau, Schweiz The Estée Lauder Companies Vollzeit

With more than 25 brands 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.
To strengthen our Travel Retail Worldwide operations, we are now hiring a Customer Service Cluster Lead based in Wollerau, Switzerland.

**Position summary**:
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 internal 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 ability to adapt in 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

**Job**: Supply Chain - Corporate
**Primary Location**: Europe, Middle East, Africa-CH-SZ-Wollerau

**Job Type**: Standard
**Schedule**: Full-time
**Shift**: 1st (Day) Shift
**Job Number**: 211834

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