Customer Service Team Leader

Customer Service Team Leader, Kuala Lumpur

Customer Service Team Leader is responsible for the day-to-day customer service operations for Travel Retail APAC unit, with primarily focus on order management-related tasks/queries for the assigned sub-region/customer group/key accounts. Besides maintaining a strong working relationship with our external customers/service providers, cross-functional teams and other internal stakeholders, Customer Service Team Leader will lead the performance review of customer service metrics/KPI, participate in business meetings and ad hoc projects, and be offered the opportunity to further develop his/her managerial skills through leading and coaching of a team of customer service professionals.

Your main focus:

• Lead a team of 3 Customer Service Officers to provide guidance, training, and support for the day-to-day customer service operations.
• E2E Order Management and processing in SAP for assigned subregion/customer groups/key accounts (including intercompany orders) with products ship-from respective central DC.
• Coordinate with logistics, transportation and DC teams to ensure on time in full delivery of the customer orders, paying close attention to ordering terms & conditions (e.g. SEA or AIR) and accounts with specific requirements (e.g. customers on FCA incoterms)
• Ensure that minimum shelf-life requirements are properly maintained in the WMS (Warehouse Management System) and only products with the acceptable remaining shelf-life are sent to customers.
• Collaborate with Market Planning Team on PIPO management, Quota release and back-in-stock date to ensure maximum fulfilment and backordering possibilities.
• Working closely with Shared Service Centre (SSC) and local Finance on Credit Management (e.g. credit release on blocked orders).
• Involvement in Returns and Refusals handling through SSC. Provide support on analysis, approval follow up and processing.
• Responsible for invoicing (outputs EDI, pdf, and mail) and custom-related shipping documents.
• Act as the first go-to point for customers and internal stakeholders for order-related matters/issue, making sure incidents/queries are addressed in a timely and professional manner.
• Ensure full compliance with internal/external audit requirements relating to customer service operations on processes and documentation. Provide timely support on periodic Audit Checks
• Manage Product Registration process and import documentation requests.
• Prepare SAP/BW report for order tracking and root-cause analysis for Customer Service KPI misses (e.g. Fill Rate) and identify areas for improvement or corrective actions.
• Participate in weekly/monthly business meetings and daily operational calls with respective DCs.
• Organise cross-training/knowledge sharing for team members to enhance their customer service skills and knowledge.
• Ad hoc duties and projects assigned.
  
  

Working for Coty means Our people make us who we are. They are the brightest minds bringing innovative concepts to life. If you’re someone unwilling to settle, likes to envision larger possibilities, accelerate learning, and push boundaries – we’d love to hear from you! Working at Coty means being part of an inclusive workplace committed to diversity and equity, valuing diverse perspectives and backgrounds. Your ideas will count, fostering a career where you can achieve more than you ever imagined.

The team consists of Customer Service Officers and you will work closely together with several departments such as the Market Planning, Logistics Transportation and Custom, Sales and Marketing teams. All your colleagues are collaborative, and you will receive tremendous support for you to excel in this role.

YOU ARE A COTY FIT

You like to make a difference. As an experienced Customer Service Team Leader, you will share your valuable experience with the team and you get energy from working in a fast-paced, diverse and international environment. Other than that, you should also have the following requirements:

• Minimum 5-8 years of Customer Service work experience, preferably in a multi-national company
• At least 2-3 years experiences in leading a team
• Excellent knowledge & technical understanding of SAP for Order Processing and Query management
• Strong MS Office skills, especially Excel
• Strong communication and presentation skills
• A Team Player mindset
• Strong sense of individual accountability – personal drive to improve and passionate ownership of performance
• Autonomous motivation to implement changes to deliver improved results
  
  

Our Benefits

As our Customer Service Team Leader, some of the benefits you will receive are:

• Omni-Working: Hybrid flexible working model enabling employees to balance remote and office-based work
• Product Allowance: Employees can order from a selection of Coty Products each year
• Free goods: Employees would be able to enjoy occasional free products due to Company’s initiative
• Gender-Neutral Paid Parental Leave: All Employees, regardless of gender, will have access to the same number of fully paid weeks of offered parental leave
  
  

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!