Customer Service Officer

• Order processing in SAP for assigned local customers across ANZ Business Units with products shipping from respective in-market Distribution Centres.
• Monitoring and ensuring orders are placed within delivery window deadlines, validating orders are in line with customer budgets and yearly quota
• Accepting, processing, and coordinating incoming customer orders, taking into account order conditions and following individual customer requirements
• Ensuring the availability of goods by adjusting the Required Delivery Date (RDD) as well as local market inventory reporting
• Maintaining close coordination with Market Planners to maximise order fulfilment
• Following up on out of stock inventory with customers
• Ensuring that shelf life requirements are implemented in the WMS (Warehouse Management System) and that only goods with the correct shelf life are sent for processing to minimize returns
• Coordinating with Shared Service Centre Credit Control to unlock customer orders & credit blocks on time
• Coordinating with the warehouse, local logistics teams, service providers and local transportation to track on time shipment and arrival to customer warehouses
• Guaranteeing the proper execution and processing of returns: pre-control and authorization check with sales / investigations at warehouse and transport service providers before issuing credit/debit notes
• Ensuring telephone and written support for customers and sales on order/delivery status/product availability/invoices/credit notes/returns etc
• Independent creation of SAP/BW reports to support day-to-day business for reporting, analysis and optimization purposes
• Root Cause Analysis for KPI misses and improvement measures including feedback to sales and customers
• Escalation of potential risks to the BU & Management
• Ensuring all trackers are up to date and responsible for the daily/weekly/monthly report to the management
• Provide training and guidance to team members and motivate them as required
• Be the main point of contact in absence of the Team Leader and able to lead a meeting with stakeholders
• Participate in IT system tests relevant to CS as required
• Participation in internal and external audits. Ensure that the documents requested by Audit are available in a timely manner

• Minimum 5 years of Customer Service work experience, preferably in a multi-national company
• Excellent knowledge & technical understanding of SAP for Order Processing and Query management (5 years+ experience preferred)
• Strong Excel skills and experience in SAP
• Experience in leading a team will be advantageous
• Able to work on ANZ working hours due to the scope of work
• Self-Motivated, with a strong work ethic and a sense of confidentiality.
• Ability to work overtime during high volume order periods (eg. Quarter & Fiscal year closings)
• Possesses cross-cultural awareness and high emotional intelligence.
• Articulate, with the ability to work in a fast-paced environment.
• Good balance of a professional attitude while having fun.
• Strong interest in consumer goods, makeup and beauty products.
• Strong desire to learn along with a strong sense of ownership.
• Persuasive, resilient and flexible, able to easily adapt to new challenges.
• Passionate, enthusiastic and driven to regularly follow-up with loose ends.
• Able to thrive despite challenges while adopting a positive attitude under pressure.

• Degree in Supply Chain / Operations or Relevant
• Experience in the Beauty / Cosmetic Industry

Coty