Orveon is a new kind of beauty company launched in December 2021 as the result of acquiring three unique brands - bareMinerals, BUXOM, and Laura Mercier. With 1,600 employees in 22 countries, we're a truly global business with a presence in all key geographies. Our headquarters are in New York, with additional locations in major cities worldwide. We are backed by Advent International, one of the world's largest and most successful private equity firms, well known for their investments in Lululemon and Olaplex.
We are embarking on a powerful shift: To change how the world thinks about beauty. We are a collective of premium and prestige beauty brands committed to stark honesty, co-creation, and making a sustainable cultural impact. We are looking for the best talent to join us on that journey. Let's face forward together!
We have a position available to join our Supply Chain team based in London. This role partners with our internal colleagues and external retailers in continental Europe as well as supporting the wider team for the UK business. As a customer operations executive, you will be the first line contact for customers (our retail partners) in placing orders, answering queries, monitoring service levels, and resolving any non-compliances to the required Orveon department. You will be building a strong relationship with 3PL Point(s) to enable seamless flow of information for Customers of Orveon Global.
Impact You Will Make:
* Process orders through workflows that create the highest levels of productivity and service by various mediums and manage order confirmation.
* Resolve Customer queries with pace and efficiency.
* Liaise with Finance regarding any Customers / orders on credit hold.
* Process Customers' returns with great attention to detail and high level of service.
* Monitor, report and communicate Customer service levels and complaints KPIs.
* Receive escalated issues from 3PL Point of Contact by various mediums.
* Provide 3PL Point(s) Of Contact advance notification of any anticipated increased volume.
* Be the trusted partner to the business areas you support with a great understanding of the market.
KEY RELATIONSHIPS:
* Direct Retailers and Distributors.
* 3PL Point(s) Of Contact.
* Supply Chain planners.
* Brand holder teams.
* Local Sales teams Europe and UK.
* Internal Teams: Logistics, Transportation, Merchandising.
* Digital teams.
What Skills You Will Ideally Bring:
* Fluent in English and another European language, from French, German or Spanish is essential, with a third language a distinct advantage.
* Experience in order management in a busy retail environment.
* You will be a confident communicator and show passion and empathy for the customer.
* Skills to deal with Customer complaints in a diffusive, apologetic manner with high levels of resilience.
* Strong attention to detail, tenacious, curious and resilient.
* Skills in tracking KPI's, interpreting data, spotting trends and suggesting solutions.
* Experience of Microsoft office products (Excel, Word, PowerPoint).
* Experience of using ERP / Order Management Systems with experience of NetSuite being a great advantage.
* Bring in your own set of personal values to align with the Orveon Values of Solidarity, Stark Honesty and Benevolent Activism.
What will Orveon Bring to You:
* A vibrant culture in a new company with established brands.
* Hybrid and flexible working.
* An incredible office in the heart of Covent Garden.
* A growth culture with a commitment to development and learning.
Benefits include:
* Competitive salary and bonus.
* Optional private medical insurance.
* 24/7 private GP.
* Holiday buy scheme.
* Cycle scheme.
* Retail and leisure discounts.
* Staff Discount and Allocation.
* Life and family benefits.
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