Job Description
D: 928864 Store #: M17038 Log Cust Service - ATL Lab Position : Full-Time Total Rewards: Benefits/Incentive Information If you’ve worn a pair of glasses, we’ve already met. We are a global leader in the design, manufacture, and distribution of ophthalmic lenses, frames, and sunglasses. We offer our industry stakeholders in over 150 countries access to a global platform of high-quality vision care products such as the Essilor brand, with Varilux, Crizal, Eyezen, Stellest and Transitions, iconic brands that consumers love such as Ray-Ban, Oakley, Persol and Oliver Peoples, as well as a network that offers consumers high-quality vision care and best-in-class shopping experiences such as Sunglass Hut, LensCrafters, and Target Optical, and leading e-commerce platforms. Our unique business model and relentless pursuit of operational excellence ensures that consumers everywhere have access to products. Balancing speed, efficiency and proximity, the Company manages a global supply chain with cutting-edge technology, based on centralization for frames and on a capillary network for lens finishing and prescription laboratories. In our dynamic environment, fueled by technology and innovation, our people have the space to pioneer new solutions. Join our global community of over 200,000 dedicated employees around the world in driving the transformation of the eyewear and eyecare industry. Discover more by following us on LinkedIn! GENERAL FUNCTION The Sr Manager - Business Data (Logistics CS) will lead and oversee both the Logistics Customer Service team in North America. This position is critical for driving a smooth communication & alignment between the North American Logistics Operations and our internal customers / stakeholders, with a clear focus on preventative problem solving and continuous improvement. As the main link between Logistics Operations and Businesses (Ecommerce, Retail, Wholesale, RXO) the mission is to champion the Voice of the Customer (VOC). MAJOR DUTIES AND RESPONSIBILITIES Manages, leads and develops the Logistics Customer Service Team. Drives the alignment of Logistics strategy with market requirements. Instills a culture of excellence, promoting a proactive approach to prevent and resolve issues that might affect customer experience. Gathers and validates customer requirements to ensure the logistic performance is in line with customer expectations. Liaise with Executive Teams, Commercial teams and Operations Teams, to manage an optimal communication flow that allows for a prompt identification of issues and solutions understanding logistics processes and how they translate into KPIs. Guarantees that business priorities are respected by Logistics operations in terms of what and when to ship, enabling Markets to achieve sales forecasts and targets while respecting service levels. Manages shipping activities related to Routing (appointment) customers by leading a dedicated team that guarantees orders are properly routed on customer portals and carriers are scheduled for pickup. Leads and motivates cross functional teams to follow up on order flow in order to assure respect of KPIs and limit exceptions generation. Manages and monitors logistics quality mistakes reported from customers (claims / chargebacks) in order to decrease them by identifying process improvements and / or process flaws at the DC or on the transportation Influences teams from all departments of the organization to achieve the company goals and priorities of volumes, service and quality. Converts a good idea into a reality to deliver value. BASIC QUALIFICATIONS Bachelor’s degree in highly analytical and quantitative areas such as: Business, Finance, Strategy, Economics, Statistics, or related field 10+ years of relevant experience in strategy, business intelligence, customer service and/or analytics Strong ability to build cross functional relationships and influence business partners Strong analytical and critical thinking skills Strong Communication Skills: ability to clearly convey very complex ideas in simple easy to understand ways – both in writing and verbally Technical Software Expertise: knowledge of statistical packages (R), financial modeling (Excel) and presentation (PowerPoint) Systems implementation experience PREFERRED QUALIFICATIONS MBA or Master’s degree in highly analytical and quantitative areas such as: Business, Finance, Strategy, Economics, Statistics, or related field Customer Service or Logistics experience This posting is for an existing vacancy within our business. Employee pay is determined by multiple factors, including geography, experience, qualifications, skills and local minimum wage requirements. In addition, you may also be offered a competitive bonus and/or commission plan, which complements a first-class total rewards package. Benefits may include health care, retirement savings, paid time off/vacation, and various employee discounts. EssilorLuxottica complies with all applicable laws related to the application and hiring process. If you would like to provide feedback regarding an active job posting, or if you are an individual with a disability who would like to request a reasonable accommodation, please call the EssilorLuxottica SpeakUp Hotline at 844-303-0229 (be sure to provide your name, job id number, and contact information so that we may follow up in a timely manner) or email [email protected] . We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, gender, national origin, social origin, social condition, being perceived as a victim of domestic violence, sexual aggression or stalking, religion, age, disability, sexual orientation, gender identity or expression, citizenship, ancestry, veteran or military status, marital status, pregnancy (including unlawful discrimination on the basis of a legally protected pregnancy or maternity leave), genetic information or any other characteristics protected by law. Native Americans in the US receive preference in accordance with Tribal Law.