www.vaudoo.ch

www.okbox.ch

www.lagirlswitzerland.ch

Founded in 2013 in Lausanne, we are an innovative and dynamic cleaning company offering a wide range of services to businesses and homes in Lausanne, Geneva and other major Swiss locations.Originally providing contract cleaning for offices in the City, we have used this experience to grow and meet the needs of corporate clients, small and medium businesses as well as homes.Our customized cleaning services are designed to suit each one of our clients’ needs at advantageous rates that include all costs and taxes. We come equipped with all the required cleaning materials and products and provide trained, fully-insured cleaners that you can book both for a one-off cleaning session or for cleaning services at regular intervals, over a period of several months.Our clients often say the hassle-free system through which we provide our services, our friendly professional staff and our commitment to the environment are some of the factors that make us different from our competitors.

Principal responsibilities:• Lead the outsourced back-office teams including planning and forecasting volumes, workforce management, hiring and coaching of team members, individual target setting and performance appraisals. • Ensure operational activities and the service level of order fulfillment as agreed in defined Key Performance Indicators (e.g Order to Sales Ratio, Average Handling Time etc.).• Maintain and develop credit-check processes in cooperation with the Finance Department.• Ensure expertise in the end to end online purchase path, educating peers on processes and act as Single Point of Contact for all stakeholders (Online Sales, Logistic, Finance, Consumer Marketing).• Leverage on the back-office resources to support other departments and final port of call for resolution and settlement of all matters relating to the online and in-store sales and after-sales process (e.g. Point of Sales Support for Home Delivery Services, Web Design for Communications).• SAP/ERP business owner including SAP catalogue maintenance, retention and cross-up offers implementation, access rights, enhancement and change requests, UAT, etc.• Collaborate regularly with Marketing, Customer Care and Logistic teams in order to present findings and analyse opportunities for improvement.• The overall quality and efficiency improvement of online and telesales operations while reducing cost of services delivery. Continuous service improvement and governance of services portfolio.• The monitoring of key KPI’s, such as quality, based on survey, SLA and AHT.• The delivery of detailed activity reports based on sales.