Customer Service Manager Switzerland

WHO WE ARE

We are EssilorLuxottica, a global leader in the design, manufacture and distribution of ophthalmic lenses, frames and sunglasses. The Company brings together the complementary expertise of two industry pioneers, one in advanced lens technologies and the other in the craftsmanship of iconic eyewear, to create a vertically integrated business that is uniquely positioned to address the world’s evolving vision needs and the global demand of a growing eyewear industry.

With over 180,000 dedicated employees in 150 countries driving our iconic brands, our people are creative, entrepreneurial and celebrated for their unique perspectives and individuality. Committed to vision, we enable people to “see more and be more” thanks to our innovative designs and lens technologies, exceptional quality and cutting-edge processing methods. Every day we impact the lives of millions by changing the way people see the world

To strengthen our Customer Services team at the Trimbach location near Zurich with regular travel activities to Essilor Suisse in Gland and customers, we are seeking the following as early as possible:  

CIC Lead / Customer Service Manager Switzerland (m/f/d) 

In this important position, you will report directly to the Managing Director EssilorLuxottica Switzerland and, after thorough training, you will be responsible for managing the Front and Back office areas across the product categories Frames, Lenses and Instruments. Your scope of work includes leadership, project management, strategic planning and requires close collaboration with various teams at local and central levels. As a Customer Service Manager, you play a crucial role in the development of the service & corporate strategy and contribute to achieving company goals.  

Job responsibilities: 

• Plan, manage and monitor the day-to-day running of Customer Service Switzerland to ensure smooth progress 

• Having full supervisory responsibility of the Customer Service team including hiring, performance management, coaching, and development 

• Governance of the recruitment process including conducting interviews 

• Regularly evaluate the efficiency of business procedures according to organizational objectives and apply improvements 

• Ensuring efficient order processing while meeting quality standards 

• Oversee customer support processes and organize them to enhance customer satisfaction 

• Evaluate overall performance by gathering, analyzing and interpreting data and metrics 

• Ensure that the operation runs with legality and conformity to established regulations 

• Identifying opportunities to streamline business processes and systems 

• Working alongside other members of the business to exceed the sales targets 

• Overhauling customer service activities and implementing minimum standards across all contact with customers 

• Project management and process control/optimization including communication in coordination with corporate headquarters and internal interfaces 

• Implementation of technologies and tools to increase transparency and productivity 

Experience & knowledge, languages needed 

• Optical background  

• 5 years of relevant experience in Customer Service management and leadership of a team of strong professionals 

• Relevant experience working within a fast paced, quickly evolving organization and manage multiple complex priorities 

• Previous relevant experience using SAP system to assist and manage customer service processes and activities 

• Advanced computer skills including Microsoft Excel, Word, PowerPoint and other relevant business tools 

• Experience developing, implementing, tracking work processes and reporting performance against those processes. 

• In depth knowledge of diverse business functions and principles 

• Knowledge of industry’s legal rules and guidelines 

• Knowledge of data analysis and performance metrics 

• Solid understanding of financial management 

• Excellent communication skills in both German and English (verbal, written and presentation), French optional 

• Customer Centric and Commercial mindset 

Competencies & characteristics needed 

• Excellent organizational, management and leadership abilities 

• Highly motivated with a passion for inspiring, motivating and developing the Customer Service team 

• Strong team player with ability to collaborate with all relevant departments and stakeholders 

• Distinctive problem solving, and analytical skills combined with strong business acumen 

• Ability to effectively prioritize, demonstrate flexibility and ownership in a fast-changing and matrix environment 

• Exceptional written and verbal communications skills, as well as strong interpersonal skills 

• Commercial awareness with an eye for seeing business improvement opportunities 

• Excellent stakeholder management skills and an ability to communicate complex business ideas 

• Technical & professional competency 

• Service-oriented thinking and acting