Order Management Customer Service Officer
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CUSTOMER SERVICE OFFICER, TRAVEL RETAIL ASIA PACIFIC, KUALA LUMPUR
Customer Service Officer is responsible for the day-to-day customer service operations of Travel Retail Asia Pacific business unit. With customers based in multiple markets across Asia Pacific Region, for both Prestige and Consumer Beauty products, each Customer Service Officer will be responsible for their assigned sub-region/customer group/key accounts, primarily focusing on order management/processing, interactions with external customers and service providers, as well as maintaining a close working relationship with cross-functional teams and internal stakeholders to ensure accurate and on-time fulfilment of purchase orders. Customer Service metrics performance reporting/tracking and participate in business meetings and ad hoc projects.
Responsibilities
Your main focus:
You will be reporting to Customer Service Team Leader and the team consists of Customer Service Officers where you will work closely together. All your colleagues are energetic and fun loving. You will be working closely in the team and you will get tremendous support for you to excel in this role.
YOU ARE A COTY FIT
You like to work in a dynamic environment. As a Customer Service Officer, you share your valuable experience to the team and you get energy from working in a fast-paced, diverse and international environment. Other than that, you:
As our Customer Service Officer, some of the benefits you will receive are:
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!
Customer Service Officer is responsible for the day-to-day customer service operations of Travel Retail Asia Pacific business unit. With customers based in multiple markets across Asia Pacific Region, for both Prestige and Consumer Beauty products, each Customer Service Officer will be responsible for their assigned sub-region/customer group/key accounts, primarily focusing on order management/processing, interactions with external customers and service providers, as well as maintaining a close working relationship with cross-functional teams and internal stakeholders to ensure accurate and on-time fulfilment of purchase orders. Customer Service metrics performance reporting/tracking and participate in business meetings and ad hoc projects.
Responsibilities
Your main focus:
- 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.
- Ad hoc duties and projects assigned.
You will be reporting to Customer Service Team Leader and the team consists of Customer Service Officers where you will work closely together. All your colleagues are energetic and fun loving. You will be working closely in the team and you will get tremendous support for you to excel in this role.
YOU ARE A COTY FIT
You like to work in a dynamic environment. As a Customer Service Officer, you share your valuable experience to the team and you get energy from working in a fast-paced, diverse and international environment. Other than that, you:
- 3 -5 years of Customer Service work experience, preferably in a multi-national company
- Knowledge & technical understanding of SAP for Order Processing and Query management.
- Strong MS Office skills, especially Excel.
- 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.
As our Customer Service Officer, 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
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!
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