Customer Service Operations Manager

Coty   •  

Los Angeles, CA

5 - 7 years

Posted 239 days ago

This job is no longer available.

RESPONSIBILTIES:

  • Drive improvement projects within Customer Service focused on streamlining processes and closing gaps on key measures.
  • Lead effort to standardize processes between Wella and OPI brands.
  • Manage daily order flows to ensure sales forecast is consistently met.
  • Lead calls with Sales and Trade Marketing organizations to improve service and communication.
  • Manage full Customer Service Scorecard and drive action plans independently and through team to meet targets.
  • Lead monthly communication with external functions on order status and progress.
  • Manage full capacity plan for team.
  • Accountable for all order management activities and communication to senior leadership.

 

THE COTY IDEAL FIT

  • Strong leadership skills with ability to inspire change in difficult circumstances.
  • Independent thinker who can identify unique solutions and execute.
  • Work collaboratively across different styles and develop strong partnerships. Must be able to work well with people not physically collocated.
  • Communicate clearly, transparently, concisely, and on a timely basis with leadership. 
  • Coach and grow people not directly working for you. Demonstrate ability to build mastery. Individual should be seen as a strong team player.

QUALIFICATIONS:

  • Bachelor’s degree BS Engineering (Supply Chain, Logistics, Business Administration, or similar discipline) preferred.
  • 5+ years of Customer Service Operations experience with at least 2 years leading a team.
  • Experience owning measures and improving results.
  • Demonstrate ability to lead and influence peers and hierarchy.
  • Strong analytical ability, attention to detail, organizational and time management skills.
  • Effective oral and written communication skills.
  • Aptitude for problem solving, goal orientated and results driven.
  • Proficient computer knowledge – MS Word, Excel spreadsheet and PowerPoint.
  • Flexibility to travel (average<25%).

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