Assistant Customer Care Manager

20 hours ago

Bangkok, Bangkok, Thailand L'Oréal Full time

Who are we?
At L'Oréal, there is never a dull day—the beauty lies in the freedom to go beyond with our empowering entrepreneurial culture. We take pride in developing talents who have the passion and ambition to make an impact in the beauty industry.

Join us on our mission to: Create the beauty that moves the world.
Responsibilities
Being part of L'Oréal, "Talent" is the core of our business. Our success is built upon the collaboration of brilliant minds. As an Assistant Customer Care Manager, no two days are the same. You will oversee a diverse range of tasks and responsibilities in four key areas:

Order-to-Cash Excellence

  • Lead a small, dedicated team to process orders efficiently and follow up on delivery status, ensuring alignment with customer expectations.
  • Govern and implement robust customer care policies, including cut-off times, lead times, and sales/return terms and conditions.
  • Optimize order fulfillment by collaborating with demand planning, physical distribution, credit control, and commercial teams to prevent Out-of-Stock (OOS) situations.

Customer Relationship Management

  • Build and maintain strong strategic partnerships with customers, ensuring transparent data exchange and mutual KPI tracking.
  • Coordinate effectively between internal teams and customers to guarantee reliable information flow and high satisfaction levels.

Analysis & Reporting

  • Provide insightful analysis and comprehensive reports to management, identifying opportunities to enhance service delivery and reduce market costs.
  • Serve as the local business owner for customer care, championing best practices and implementing effective tools in collaboration with the regional team.

Team Leadership & Development

  • Recruit, supervise, mentor, and motivate teammates, fostering knowledge transfer and continuous professional growth.

Are you…

  • A degree holder in Logistics, Supply Chain, or a related discipline?
  • Experienced (5+ years) in order processing or customer service, with proven team management skills?
  • Fluent in Cantonese, English, and Mandarin?
  • Proficient in Microsoft Excel, SAP, and skilled in data analysis and reporting?
  • Detail-oriented, proactive, and well-organized, with strong problem-solving and logical thinking abilities?
  • Experienced in FMCG customer support (a plus) and comfortable managing complex workflows?
  • Digitally savvy, with an IT background considered an advantage?

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