CUSTOMER SERVICES REPRESENTATIVE TRAVEL RETAIL
Location: Barcelona, Spain
The Customer Service Representative is the first point of contact for customers across multiple markets, delivering exceptional service and resolving inquiries efficiently. This role involves handling a wide range of complex customer issues, delivering exceptional service and resolving enquiries efficiently, whilst working collaboratively with Supply Chain teams.
Core responsibilities:
* First level Customer and Commercial care and support, in local language, responding promptly and professionally to customer enquiries via multiple communication channels, providing information and resolving complex issues, as required.
* Lead the resolution of escalated issues, troubleshoot complex problems and provide innovative solutions to customers.
* Order management of all order types to invoice for customer groups, ensuring invoices are stored appropriately.
* Synchronize daily operations with Planning and Logistics to ensure optimization of product and requested delivery dates are met and track actual delivery dates of customer orders with Transportation teams.
* Provide order and volume insights to Planning, Logistics and Transportation.
* Ensure procedures and documentation are followed and provide suggested improvements to leaders, considering reoccurring customer issues or trends that you have identified.
* Document customer interactions within the relevant systems.
* Coordinate with SSC Credit Management for blocked orders, escalating when the release schedule is not met.
* Management of returns and refusals including analysis, processing and follow up in coordination with SCC).
* Revenue recognition: provide documentation as needed during month end revenue recognition reconciliations.
* Provide information to the Customer Service Manager (Hub) and Customer Service Manager (Market) for DDS meetings in both the Hub and local markets.
* Adherence to the standard operating model defined, following accurately the standards established and described in SOPs and Working instructions documentation available.
* Provide information and input for daily, monthly and/or yearly internal and external audits.
* Participate in team meetings, training sessions, and performance reviews to continuously enhance skills and performance.
* Coach and train Customer Service Representatives as necessary on systems and processes and support with the onboarding of new starters.
* Lead team projects and initiatives as required.
* Lead shifts, facilitate team meetings and deputise for the Customer Service Manager as required
Working for Coty means constant opportunities and change. You will be managing a lot of things at the same time, but this is also what makes it exciting!
The Customer Services Representative will liaise with various stakeholders, such as:
* Customer Service Managers in the Hub and in the local market.
* Local market sales representatives.
* DRPs.
* Logistics and Transformation teams.
* External customers.
* Data Analysts.
* SSC
YOU ARE A COTY FIT
You have strong problem solving skills and have the ability to think quickly & resolve issues effectively. As a Customer Services Representative, you get energy from working in a fast-paced, diverse, and challenging environment.
Other than that, we are looking for:
* Degree (or equivalent work experience) in a Supply Chain, Customer Service or Business Administration discipline.
* Customer Service experience with a strong track record of resolving diverse, and complex, issues.
* CRM or other advanced Customer Service software user.
* Technical understanding, and proficiency, of SAP for order processing and query management.
* Strong analytical skills.
* Effective communication skills.
* Fluency in the local market language (English, French, Italian, Dutch or German).
* Fluency in Microsoft Office.
* Delivering results.
* Working to deadlines.
* Working as part of a team
OUR BENEFITS
As our Customer Services Representative, some of the benefits you will receive are:
* Competitive remuneration and perks will be matched with your experience and knowledge.
* Ticket restaurant (daily diet for meals)
* Company products / Access to the company shop
* Life and accident insurance
RECRUITMENT PROCESS
* A screening call with the recruiters
* A first online/in-person interview with hiring managers
* A second interview (optionally)
* Feedback, verbal offer
* Hiring
ABOUT COTY
Coty is one of the world’s largest beauty companies with an iconic portfolio of brands across fragrance, color cosmetics, skincare, and body care. At Coty, we celebrate the entire human kaleidoscope and cultivate a culture of fearless kindness. Therefore, we are proud to be an equal opportunities employer. We do not discriminate against any candidate or employee and strive to be an open, inclusive and diverse workplace where all employees can be their authentic self. Join us in making over the world of beauty!
For additional information about Coty Inc., please visit www.coty.com/your-career.