Customer service agent | Backoffice | Control Tower

Taken en verantwoordelijkheden

EssilorLuxottica is a listed global market leader in the manufacture and distribution of frames and spectacle lenses. Since 2018, Essilor and Luxottica have joined forces, where Essilor specializes in the manufacture of high-quality spectacle lenses and Luxottica manufactures and distributes a huge range of frame brands. Luxottica 's brand portfolio includes Ray-Ban, Oakley, Versace, Micael Kors and Armani.

Working at the EssilorLuxottica Group means working within an innovative organization with a strong international character. EssilorLuxottica's more than 190,000 employees work every day on the mission: 'See more, be more'.

In our Fulfillment Center in Wijchen, we take care of the logistics processing and shipping of contact lenses and accessories, sunglasses and photochromic glasses. So far we do this for six banners/brands which did move to this new Fulfillment Center. These brands are both in B2B (Wholesale) as B2C (E-commerce). So far we have 75 employees in our Warehouse team. As well now we are extending our Control tower / Customer Service Back-office team with a third team member. The team is taking care of the administrative activities around the for the B2B and B2C activities which are performed in the warehouse.

Back-office/Control Tower Customer Service Agent

Are you a communicative all-rounder with a passion for logistics? Do you enjoy working in an international environment and are you only satisfied with a perfect internal and external customer experience? Then we have the perfect position for you!

Job description:      
As a Back Office Customer Service agent, you are an important link between the corporate team, based at our office in Italy, and local stakeholders such as wholesale customers, carriers and colleagues (in the warehouse).

You will be responsible for the second level logistics consumer service activities by providing frequent, cross-functional communication to multiple stakeholders. You are as well responsible for updates and changes crucial for EssilorLuxottica internal business mainly by supplying accurate and timely information regarding shipping status and other logistic-related inquiries. The role will create and develop positive relationships with local and corporate stakeholders through regular meetings, to discuss performance and to exploit ideas and to improve planning, always with the target of improving the customer experience.

Order processing / follow up:   

• You collaborate closely with the logistics and warehouse teams to monitor the order fulfilment processes. 
• You manage daily and weekly monitoring of WIP (work in progress) workload and shipped orders to review accuracy, defined targets and related KPI`s. 

Proactive issue resolutions:

• Anticipate potential challenges in order fulfilment and address them proactively to prevent disruptions. 
• Update the website information with customer promise times that are agreed at corporate level, in order to ensure the most accurate and up-to-date information is provided to our customers. Taking in consideration bank holidays and other events in a very detailed and timely manner. 
• Provide and support initiatives to improve logistic targets.

Data management and analysis:

• You support the corporate team by analyzing and collecting data and to justify and share related logistic KPI`s.

Communication Excellence:

• Proactively liaise with Customer Service first level department concering issues / delays which may impact our customers.
• Communicate updates, delays and relevant information to all stakeholders in a clear and brief manner.
• Escalate to your manager if there are any performance concerns specific to warehouse processing
• Hold regular review meetings with corporate stakeholders to align on logistic issues and/or opportunities.

Geboden wordt

• A dynamic and highly international working environment where you can grow and develop yourself.
• Salary indication, depending on education and experience level:
• An excellent pension plan.
• Possibility to purchase shares annually.
• Holidays: 30 days per year; if you are not sick then 4 extra bonus days.
• Extensive training options, through our own E- learning platform Leonardo.
• An employment contract for 7 or 12 months.

Profiel kandidaat

Profile sketch

• Excellent knowledge of English language (Dutch is an advantage)
• Educational background in Economics / Foreign languages
• Microsoft Office experience in Excel and Outlook
• High quality in written and verbal communication skills
• Proficiency in WMS systems (preferable SAP knowledge)
• Critical and analytical thinking: You like to dive into data and gain valuable insights from it
• Driven decision-making skills
• Proactive attitude: You think ahead and come up with creative solutions.
• Teamplayer (you look to work in a team and to rotate tasks)

Meer informatie

More information or apply directly

Are you enthusiastic about this position and do you want to fill this crucial role? Apply immediately with a short motivation and CV or contact Jeanine Oggel , HR Advisor joggel@essilor.nl or call 06.21.21.22.14

Synoniemen vacaturetitel

Customer Service Logistic business support Control Tower Backoffice/ Engish