Customer Service Team Lead (Beaurepaire) & Customer service Lead Coordinator

The customer service team lead is responsible for managing the Beaurepaire customer service team. This role has a strong transformation component related to introducing role clarity, process standardization and improving the level of service to the customer.

Requirements

• Lead the Beaurepaire customer service team
• Accountable for key operational metrics such as order confirmation time, % of orders process first time right, etc
• Be the liaison between the customer service department and key other functions such as the sales team, BU planning, site planning, logistics and finance
• Drive process excellence in the customer service organization
• Drive a culture of continuous improvement throughout the customer service team
• Developing talent: invests time and resources into building the capabilities of team members; helps people define career goals and establish development plans to achieve them; gives people constructive, developmental feedback and advice
• Establish, maintain and develop relationship with L’Oreal: Nurture existing relationship internal and external to develop a network within the assigned customers and Trivium Stakeholders i.e. cross-functional and at every level of the organization.
• Support implementing the standard way of working for L’Oreal across Beaurepaire and Szenna CS teams and ensure consistent follow-up
• Ensure that demand/delivery forecasting, product quality and customer service is properly managed
• Prepare and facilitate customer visits on Trivium premises. Visit main allocated filling sites, to deepen customer knowledge and become the true customer expert