KERING BEAUTE_ Customer Service Assistant

As a Customer Service Assistant, you will be responsible for several crucial aspects of the customer service process while being the primary Customer contact. You will report directly to the Customer Service Manager and the scope will be Worldwide (Europe and Export).

Description of main missions:

1. Order management, Customer Relationship & Sales Support:

• Daily process and integration into SAP of received orders (manual orders and orders placed on B2B portal by Customers)
• Make all the chekcs: stock availability and analyze after ATP run, quotas, technical rejections, coherence datas, credit check, commercial conditions, prices, rounding, lead-times, discontinued products, shelf life, logistic specificities requested by customers
• Inform customers of out-of-stock products, availability dates and alternative products if applicable and discuss opportunities with Sales Assistant and Customers
• Rigorous tracking of the complete order tracking: from receipt to delivery and according to Incoterms + coordination with the 3 PL to ensure shipments

• Close collaboration with:  
  • Sales Team: participate to business reviews, customer account master data follow up
  • Finance: ease the cash collection, follow up of the credit limits per customer and strictly apply the cut off rules
  • Demand and supply planning: check orders vs quotas
  • 3PL and transportation team: follow up of deliveries and shipments

2. Customer Returns and Claims Management:

• Identify the reasons of returns and claims and communicate with the warehouse for the logistic aspects and/or with the Quality department in order to handle these issues
• Issue Credit notes by following the procedures.

3. Key Performance Indicators and service continuity

• Monitor customer satisfaction metrics (lead-time, errors, claims, etc.)
• Follow up of KPI of the Customer Service Department: Fill Rate (analysis of main reasons of not in full), cut off follow up and a daily progress of order status compared to the monthly business target

• Handling specific and priority tasks in the absence of a colleague (be the backup in handling orders, prioritizing requests, coordinating between teams)  
• Onboarding of new employees in the department (IT training, process training and other trainings related to the department).

Hard Skills

• Minimum 5 years of experience in a similar role within Customer Service/ADV and Supply Chain and ideally in the Luxury and Beauty Industry
• Languages: French, fluent in English
• Tools: Microsoft 365, strong technical skills SAP S/4 and Dynamics 365 and strong affinity for IT systems
• In-depth knowledge of Incoterms and customs clearance knowledge.

Soft Skills

• Excellent interpersonal and communications skills (both oral and written)
• Autonomous, adaptable, proactive, strong team spirit and able to anticipate needs
• Meticulous attention to details and accuracy in data handling
• Customer service-oriented with ease in intercultural communication.