Customer Service Lead

2 weeks ago

Taguig, National Capital Region, Philippines Luxasia Full time

LUXASIA is the leading beauty omnichannel distribution platform of Asia Pacific that has successfully enabled brand growth for more than 100 luxury beauty brands. Our integrated brand-building capabilities include luxury retail, online commerce, consumer marketing, and supply chain management. Since 1986, the company has partnered the world's finest brands, such as Aveda, Bvlgari, Calvin Klein, Diptyque, Hermes, La Prairie, Montblanc, and SK-II. We have also established Joint Ventures with the likes of LVMH Group, Elizabeth Arden, Puig, Yves Rocher, and By Terry. At the core of our business is a diverse and dynamic #OneTeam of 2000 talents that shape the face of luxury beauty, and delights consumers daily across our growing footprint of 15 markets.

Why Join Us?

At LUXASIA, we believe there is beauty within every talent – that is you.

We grow you by building your competencies and unleashing your potential. We have curated a vast portfolio of over 100 luxury brands across Asia Pacific, and growing. Your work will enrich the lives of millions of consumers across the region. With us, you get to be an entrepreneur, running the business like it is your very own. We give you the autonomy but not without guidance and genuine care. We are a diverse and inclusive team that is courageously innovative. Together as #OneTeam, we celebrate differences, embrace change, explore new ideas, take risks, fail fast, and drive results. While challenges at work are inevitable, the journey promises to be fulfilling.

With LUXASIA, an exciting career filled with robust professional growth awaits you. Isn't that beautiful?

#LI_RD1

The Customer Service Lead takes on the proper planning, organizing, administering order management and making sure this is accurately coordinated with key stakeholders. The role being responsible in managing a team shall provide effective leadership to the team and ensure the delivery of outstanding customer service. This role includes managing a team of customer service assistants to achieve departmental objectives and maintain excellent relationships with stakeholders.

Description of Duties:

· Lead and manage a team of customer service representatives, providing coaching, mentoring, and guidance to ensure their professional growth and the achievement of department goals.

· Foster a collaborative and supportive team environment that encourages continuous improvement and teamwork.

· Conduct regular performance evaluations, set objectives, and provide constructive feedback to team members.

· Ensure that the order management process for each brand category is consistently followed by the team.

· Develop and implement new processes as needed for onboarding new incoming brands, ensuring a smooth transition and alignment with established procedures.

· Oversee the deployment of stocks to consignment doors and manage stockholding analysis to optimize inventory management.

· Collaborate with the team to update stockholding analysis on a monthly/quarterly basis and make data-driven decisions for stock deployment.

· Ensure timely delivery of orders, complete and accurate, by coordinating effectively with sales and logistics (distribution) teams.

· Oversee the processing of marketing requests, ensuring they are processed on time and properly documented. Provide guidance on serving and unserving items to the team.

· Lead the processing and coordination of outright orders to the warehouse based on purchase order (PO) cancellations.

· Prepare and analyze reports on serve and unserved outright orders.

· Manage various administrative tasks, such as encoding allocation data to create an Outbound for JV's stocks allocation, sales events, and store transfers.

· Lead the quarterly pullout of non-moving stocks in the consignment doors by submitting an inventory to the sales team.

· Acts as an internal audit team for key warehouse processes, ensuring compliance with established standards.

· Collaborate with cross-functional teams as necessary to address issues and improve processes.

· Be adaptable to perform other duties and responsibilities beyond the job scope as required.

· Manage customer service team and drive delivery of Customer Service overall KPIs

Review team brand assignment and workload together with the line manager on a need basis

· Proven experience in leadership and people management roles.

· Strong analytical and attention to detail skills.

· Proficiency in system analysis, judgment, and decision-making.

· Service-oriented mindset with the ability to build and maintain positive customer and team relationships.

· Experience in SAP system is preferred.

· Advanced encoding skills and proficient in MS Office applications.

· By including these components in the job description, you emphasize the importance of people management skills and leadership in this role, ensuring that the Customer Service Lead not only oversees processes but also effectively manages and develops the team to deliver exceptional customer service.

Key Results/ Measures:

· Achieve a 100% Outbound creation compliance rate.

· Maintain a 100% service level in outright orders.

· Ensure high employee engagement and development within the team.


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