Customer Service and Export Manager

Cellcosmet is a pioneering global luxury cosmetic brand dedicated to providing innovative, high-quality and science-based beauty products. Our commitment to excellence and customer satisfaction has established us amongst the leaders in the Swiss cellular cosmetic industry.

As part of our expansion and in view of our forthcoming move to Châtel-Saint-Denis, we are looking for a:

Your Mission

As a Customer Service Manager, you will be responsible of the Customer Service & Export Department and you will play a crucial role in structuring the department and managing the team, with the purpose of ensuring customer satisfaction and maintaining positive relationships with both business clients (B2B) and individual consumers (B2C). The primary responsibilities of the team are to address inquiries, resolve issues, and provide excellent service to enhance the overall customer experience.

Your Responsibilities

• Leadership: provide strategic direction and leadership to the customer service team, including setting goals, establishing performance metrics, and ensuring the overall company objectives
• Team Management: recruit, train and manage a team of customer service representatives; this includes coaching and mentoring team members to ensure high level of customer satisfaction
• Process Improvement: continuously evaluate and refine customer service processes and processes to enhance efficiency and effectiveness, implementing new technologies and process digitalization
• Customer Experience: championing a customer-centric approach across the organization and ensuring that customer service efforts are aligned with delivering exceptional customer experiences
• Compliance: ensure that customer service operations comply with relevant worldwide regulations and industry standards and is aligned with the organization’s certifications related to Quality and Environment
• Product Knowledge: Develop product knowledge amongst the Customer Service Team and stay updated on the current references catalog and brand information to provide accurate and comprehensive assistance
• Cross-functional Collaboration: collaborate with Sales, Marketing and Operational Departments to relay customer insights and contribute to overall business growth

• Supervise and participate in all daily activities of the department, such as responding to Inquiries, Order Processing, Issue Resolution, Maintaining Customer Database and Metrics and Managing B2B and B2C Relationships

Your Qualifications

• You are highly service minded, and you have a solid experience in managing a local and international customer service team with B2B and B2C clients
• Previous experience in the luxury retail industry preferred
• With your strong interpersonal and communication skills, you have already experienced your leadership and you privilege working in a collaborative and team-oriented environment
• Complexity is one of your motivators, structure and efficiency is what helps you operate
• Dynamic and adaptable, you are able to multitask and work in a fast-paced environment
• Proficient in customer relationship management (CRM) software
• Fluent in English & French - German/Swiss German a plus

Starting Date: october / to be agreed on

Interested?

If you're ready to take on this exciting challenge and contribute to our success, we'd like to meet you. Together, let's continue to shape a bright future for our company and our CELLCOSMET brand.

We invite you to send us your application with CV and covering letter, via LinkedIn or by email to Write an email.

We look forward to receiving your application, which will be treated with utmost confidentiality.