Customer Service & Retail Operations Manager

Göteborg
Permanent
Heltid

22 dagar sedan

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, Oliver Peoples, Vogue Eyewear and Costa), as well as a network that offers consumers high-quality vision care and best-in-class shopping experiences (such as Sunglass Hut, LensCrafters, Salmoiraghi & Viganò and the GrandVision network), and leading e-commerce platforms.Join our global community of over 190,000 dedicated employees around the world in driving the transformation of the eyewear and eyecare industry.Discover more by following us on !Your #FutureInSight with EssilorLuxotticaAre you willing to pioneer new frontiers, foster inclusivity and collaboration, embrace agility, ignite passion, and make a positive impact on the world? Join us in redefining the boundaries of what's possible.FGX International Inc., an EssilorLuxottica company, is a leading global designer and marketer of non-prescription reading glasses and sunglasses. Our groundbreaking products help correct, protect and frame the beauty of one of our most precious sensory organs - our eyes.Today, FGX International is an industry leader in non-prescription reading glasses.We have built a portfolio of eyewear brands and ecommerce channels including Foster Grant®, Gargoyles® and Readers.com®. We also hold licenses to develop eyewear for legendary brands such as Ironman®, Steve Madden®, Panama Jack®, Disney® and Rawlings®.Your roleThe Customer Service and Retail Operations Manager will ensure that customers are retained, satisfied, and that their needs are fulfilled assuring the company delivers the highest level of customer service possible. They will lead the operational strategy and execution across retail channels for FGX in Sweden. This role is critical in driving excellence in retail execution, elevating the customer experience, and ensuring consistent implementation of company programs.Main responsibilities:

Manage the Customer Service department for Sweden to ensure customer needs are answered effectively in a timely manner.
Answer calls regarding FGXI products, services, retailers, fixtures, promotions, projects, accounts, and provide appropriate responses to all inquiries
Appropriately respond to customer and account complaints via phone or email relative to orders, products, or services and determine the required action to effectively address the call and ensure satisfaction
Tactfully deescalate and calmly handle confrontational or stressful interactions with the customers from any of our accounts, end users, and field service reps
Determine customer service requirements by maintaining contact with customers; benchmarking best practices, running reports, analyzing information and applications
Assist customers in determining the types of products or services that best meet their needs by providing an overview of FGXI products and services offered and generating sales leads
Keep records of customer/field service interactions and transactions by detailing inquiries, complaints, and comments, as well as actions taken
Process customer orders, maintain customer accounts, implement changes to existing accounts, files, documents, and other paperwork
Partner with the Field Service and Retail Operations Teams to effectively plan and track compliance on customer projects as it relates to new product rollouts, product resets, and markdowns for key customers.
Collaborate with the Field Service Team on project execution and the resolution of any product and/or fixture requests.
Solve operational and store level problems to maintain the operational standards established with the customer.
Works collaboratively with internal customers to obtain pricing and shipping information while coordinating product availability with customer needs.
Achieve project and financial goals by managing the overall order process.
The roles and responsibilities may evolve as business needs arise

Main requirements:

Associate degree required, Bachelor's degree preferred.
6 - 8 years of retail/customer service management experience.
People management preferred as there is a small team to manage.
Ability to work in a fast-paced corporate environment with the ability to build and maintain relationships with internal and external customers.
Strong project management and customer skills, with a sense of ownership.
Strong communication and organizational skills to facilitate coordination and execution of all account projects.
Strong business partnering skills to develop relationships with other departments (finance, logistics etc).
Autonomous, with strong ability to work effectively in multi-cultural, geographically dispersed, virtual teams.
Influencing skills and project management experience in a matrix and complex organization, covering multi-region scope
Strong leadership and excellent communication skills
Experience in process optimisation
Fluent in English and Swedish

#LI-RM1Our Diversity, Equity and Inclusion commitmentWe are committed to creating an inclusive environment for all employees. We celebrate diversity and provide equal opportunities to all, regardless of race, gender, ethnicity, religion, disability, sexual orientation, or any other characteristic that makes us unique.

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