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Order Processing Team Manager
4 months ago
We are EssilorLuxottica, a global leader in the design, manufacture and distribution of ophthalmic lenses, frames and sunglasses. The Company brings together the complementary expertise of two industry pioneers, one in advanced lens technologies and the other in the craftsmanship of iconic eyewear, to create a vertically integrated business that is uniquely positioned to address the world's evolving vision needs and the global demand of a growing eyewear industry.
With over 180,000 dedicated employees in 150 countries driving our iconic brands, our people are creative, entrepreneurial and celebrated for their unique perspectives and individuality. Committed to vision, we enable people to "see more and be more" thanks to our innovative designs and lens technologies, exceptional quality and cutting-edge processing methods. Every day we impact the lives of millions by changing the way people see the world.
JOB SCOPE AND MAIN RESPONSIBILITIES:
To support the Order Processing Manager, manage the team to deliver accurate and efficient order processing to both Internal and External Customers. To also support the team with Customer case resolution and Outsource monitoring.
o Develop the Order processing Team
o Oversee and implement training needs
o Assist in monitoring and managing the team functions
o Work with team to deliver the team's KPIs.
o Jointly manage the team administration
o Improve systems and procedures to improve effiency within the team
AREAS OF RESPONSIBILITIES AND RELATED ACTIVITIES:
Assist with the management of the team in terms of:
Monitor team performance - ensuring that the team KPIs are being achieved along with ensuring morale in the team remains high. To monitor and action any poor performance meetings and outcomes. Ensure the upkeep of policies and procedures and maintain discipline within the team. Ensure that the team are fully trained and motivated to provide the most efficient order entry and support to the customer service team. Work on all administration relating to training including training records and Training plans. Monitor the effectiveness of the training within the team. Be at the forefront of any training implementation and role model Essilor's values, behaviours and skills as appropriate. Communicate with the team in the appropriate manner so that the team are fully aware of all relevant information, including marketing, promotions, new product launches, KPI's and issues in both production and Customer service. Build relationships with customers and account managers to help the smooth running of the business. Ensure that there is the correct resource within the team in order to carry out all functions or rotate resource to meet business needs. Organise the team to carry out all tasks within the order processing department. Monitor holiday allocation to ensure correct staffing levels. Ensure correct and accurate usage of customer service management softwares and monitor performance of the team managing them. Manage recruitment needs within the Team. Conduct interviews as required. Be the point of escalation and reference for the team. Deal with any customer escalations or complaints appropriately Identify any problems and work to prevent them in the future. Work well with other departments as required to ensure best solution possible. To work Saturdays when required by the business to support the needs of the business. To bring to the attention of the business hazards, risks, concerns, accidents or near misses. Comply with any local PPE requirements.ENVIRONMENTAL RESPONSIBILITIES
To ensure visitors / contractors / external providers meet relevant environmental procedures while on site. To bring to the attention of the business environmental hazards, risks and concerns. NETWORK OF INTERACTION:
INTERNAL :
Order Processing Manager Customer Service Centre Team Order Processing and Support team CRM Management teams Production Department Management and Team Quality Department and Team Sales and Marketing teams as appropriate Returns Department MIS Team Outsource Teams Finance Team HR Senior Leadership Team Glazing Management Team Health and Safety Team EXTERNAL :
Customers Visitors TECHNICAL SKILLS - PORTRAIT OF A PERFECT CANDIDATE
ESSENTIAL :
Customer focused Excellent PC and administration skill Good communication skills - confident Ability to work as part of a multi-disciplined team Previous Experience of having worked in a Customer services environment. Ability to work in a fast paced Enviroment Attention to detail Able to Manage difficult Situations Skilled in Change Management Oranisational DESIRABLE :
Previous knowledge of working alongside or in a manufacturing environment Understanding of optical principles Optical glazing experience preferred CANDIDATE PROFILE:
DESIRABLE :
GCSE level or equivalent standard of education COMPANY
Drive for results: Able to follow documented processes accurately Interpersonal savvy: Able to make and maintain positive working relationships Personal learning: Flexible approach to work tasks LANGUAGES:
Fluent written and spoken English
Other languages desirable
INTERVIEW STEPS:
Interview with Order Processing Manager.
