CUSTOMER SERVICES REPRESENTATIVE
Location: Barcelona, Spain
The Customer Service Representative is the primary contact for customers, providing outstanding support and resolving inquiries with efficiency and professionalism. In this role, you will address a variety of customer needs, such as providing product information, troubleshooting issues, and managing service requests, all while ensuring clear and effective communication. Working closely with cross-functional teams, you'll play a vital role in fostering customer satisfaction and loyalty by upholding service level agreements and company guidelines.
Your main focus:
1. Customer Interaction and Resolution: Act as the first point of contact for customer and commercial care, providing prompt and professional support across multiple communication channels (phone, email, chat, etc.).
2. Order Management: Handle all types of customer orders from placement to invoicing, ensuring accuracy and efficiency. Manage order rescheduling, back-order management, and invoicing (EDI, PDF, or mail).
3. Collaboration with Internal Teams: Work closely with Shared Service Center (SSC) Credit Management to address blocked orders, Planning and Logistics to meet requested delivery dates, and Transportation teams to track deliveries. Provide valuable order and volume insights to these departments.
4. Customer Communication: Deliver clear and accurate information to customers regarding orders, delivery statuses, invoices, product availability, pricing discrepancies, and claims. Maintain the company's tone and customer experience standards while adapting to customer-specific needs.
5. Returns and Refusals: Manage returns and refusals, including analysis, approval coordination, and processing with the SSC.
6. Issue Resolution and Escalation: Troubleshoot and resolve customer issues efficiently, escalating complex cases to the CS Operations Manager when required.
7. Audit Support and Compliance: Provide support for daily, monthly, and yearly audit checks (e.g., OTC22, OTC50), ensuring compliance with company policies and standards.
Key success measures for the Customer Services Representative include the following:
1. Operational Efficiency: Achieve high Fill Rate On Time (FROT) and Order Accuracy rates while ensuring timely delivery cycles and error-free order processing. Support revenue recognition reconciliations and provide accurate data in daily operational updates (DDS).
2. Customer Satisfaction: Maintain excellent Customer Satisfaction Scores (CSAT) through efficient, accurate, and professional customer service interactions.
3. Training and Development: Complete all required training programs and demonstrate ongoing professional growth and skill enhancement.
4. Process Adherence and Improvement: Strictly follow standard operating procedures (SOPs) and work instructions while contributing to continuous process improvements.
The Customer Services Representative will liaise with various stakeholders, such as:
* BU CS Operations Manager
* BU Sales representatives
* BU Supply planning
* Logistics & transportation
* Customers
* Master 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 candidates who:
* Have a high school diploma or equivalent (required)
* Bachelors degree in a relevant field (preferred)
* 1-3 years experience in a customer service, support or call center role
* Knowledge & technical understanding of SAP for Order Processing
* Experience with CRM tools (e.g., Salesforce, Zendesk) will be a plus
* Basic fluency/proficiency in English and proficient or native in any of the following languages: Spanish, French, Italian, Dutch, German
* Good communication & interpersonal skills
* Strong MS office skills, especially MS Excel
* Multitasking ability, with excellent time management and organizational skills
OUR BENEFITS
* 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
* Company bus between Barcelona and our office
RECRUITMENT PROCESS
1. A screening call with the recruiters
2. A first online/in-person interview with hiring managers
3. A second interview (optionally)
4. Feedback, verbal offer
5. 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.
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