Operations And Customer Service Lead (M/F) Milano

Operations And Customer Service Lead (M/F)
Milano
Lombardia, Milano

Do you want a job that matches your ambition and your lifestyle?

**Read on to discover the profile we're looking for!

From its beginnings as a wool mill, La Redoute is a French brand that has forged unique relationships with its customers for the past 180 years - yesterday through its catalogue, today on the web.

We are a mainly digital player, selling fashion as well as home decoration.

Connections weaver, trends discoverer and creator, vector of influence, we create, distribute and deliver our own products.

Our mission?

Become the # 1 lifestyle platform for all families.

Associated with the Galeries Lafayette group and present in Italy, in Milan, we are looking for an **Operations and Customer Service Lead.

Are you attentive to detail and do you know how to convince your business partners?

**Your future job**:

In a nutshell you will manage operational cross-departmental activities (customer relations, logistics and operations).

You will have a strong relationship and daily contacts with La Redoute's operations in France and with our local suppliers.

You will ensure our clients are delivered on time and that they get great customer service (a key asset in our business).

You will translate business needs into efficient operational processes analyzing weekly KPI reports and rolling forecasts to monitor operational performance, identifying and implementing the necessary actions to improve both quality and efficiency.

Reporting to the Country Director your scope will be:

**Operational logistics/distribution

- You will make sure that the order registration process runs smoothly

- You will ensure that the product is correctly routed to the customer

- You will monitor scoreboards linked to the trading activity, distribution and customer satisfaction, update and analysis

- You will coordinate the various people involved in monitoring orders, especially in case of disputes (by managing the customer relationship, the bookkeeping and the logistics)

- You will execute crisis management to resolve complex operational issues in an optimal manner and timing

- You will be the direct contact of our third party providers (warehouse/carriers)

**Customer relations

- You will manage the relationship with our customer service provider in order to understand our customer needs and to support our provider in the planning and execution of services to achieve the objectives

- You will be responsible for resolving problems that customers may encounter

- You will be the interface between our customers, the company's departments and external stakeholders

- You will be involved in projects related to customer relations and operations

**What's expected from you**:

- You have a Degree or a Master Degree in Management or Logistics Management

- You have 5-7 years of experience in similar tasks

- You are fluent in Italian and English.

French will be a plus

- You are a team player and a pragmatic person

- You have operational experience in the logistics or customer relations department

- You have a developed sense of customer orientation

- You are an assertive person, you know how to solve problems and you are good with negotiations

**Good reasons to join us**:

- Excellent location in Milan

- International company

- Fast growing & young environment

- You will work in a "startup" environment

*Hybrid work model (2 days/week working from home)

**Please send your CV in English

- To find out more about La Redoute, click here. _

- La Redoute is a signatory of the Diversity Charter. _

- As difference is a source of wealth, our jobs are accessible to all. _