Back Office Customer Service agent

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In our Fulfillment Center in Wijchen we handle the logistical processing and shipping of contact lenses and accessories, sunglasses and photochromic lenses. So far we do this for six brands that have moved to this new Fulfillment Center. These brands are active in both B2B (wholesale) and B2C (e-commerce). Our warehouse team currently consists of 75 employees. We are currently expanding our Control Tower/Customer Service Backoffice team with a third team member. This team handles the administrative handling of the B2B and B2C activities that are carried out 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, located in our office in Italy, and local stakeholders such as wholesale customers, carriers and colleagues (in the warehouse). You will be responsible for customer service at the second level of logistics processing, ensuring frequent cross-functional communication with various stakeholders. You will also be responsible for updates and changes that are crucial to EssilorLuxottica's internal operations, in particular by providing accurate and timely information on shipment status and other logistics questions. Your role will be to create and develop positive relationships with local and business stakeholders through regular meetings to discuss performance, develop ideas and improve planning, always with the aim of improving the customer experience.

Order processing / follow-up:   

• You will work closely with the logistics and warehouse teams to monitor order fulfillment processes.
• You manage the daily and weekly monitoring of the WIP (work in progress) workload and dispatched orders to assess accuracy, set targets and associated KPIs.

Proactive problem solving:

• You anticipate potential challenges in order execution and proactively address them to prevent disruptions.
• You update the website with the customer promise times agreed at company level, so that our customers receive the most accurate and up-to-date information. In doing so, we take into account holidays and other events in great detail and in a timely manner.
• You offer and support initiatives to improve logistics objectives.

Data management and analysis:

• You support the business team by analyzing and collecting data and substantiating and sharing the associated logistics KPIs.

Communication Excellence:

• You proactively maintain contact with the Customer Service department at the first level about problems/delays that may affect our customers.
• You communicate updates, delays and relevant information in a clear and concise manner to all stakeholders.
• You contact your manager if there are performance issues specific to warehouse processing.
• You organize regular review meetings with stakeholders within the company to align logistical issues and/or opportunities.

 What do we offer?

• A dynamic and highly international working environment in which you can grow and develop yourself.
• Salary indication, depending on education and experience level:
• An excellent pension plan.
• Option to purchase shares annually.
• Holiday: 30 days per year. If you are not sick, you will receive 4 extra bonus days.
• Extensive training options via our own E-learning platform Leonardo.

Profile sketch

• Excellent knowledge of English (Dutch is a plus)
• Educational background in economics / Foreign languages
• Microsoft Office experience in Excel and Outlook
• High quality in written and oral communication skills
• Knowledge of WMS systems (preferably SAP knowledge)
• Critical and analytical thinking: You enjoy diving into data and extracting valuable insights from it
• Driven decision-making skills
• Proactive attitude: you think ahead and come up with creative solutions.
• Team player (you enjoy working in a team and have a changing task structure)

Our Diversity, Equity and Inclusion commitment​

We 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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