We are Coty, one of the world’s largest beauty companies with an iconic portfolio of brands across fragrance, color cosmetics, and skin and body care. Coty is the global leader in fragrance and number three in color cosmetics. Coty’s products are sold in over 150 countries around the world. Coty and its brands are committed to a range of social causes as well as seeking to minimize its impact on the environment.
THE ROLE
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 customer issues, delivering exceptional service and resolving enquiries efficiently, whilst working collaboratively with Supply Chain teams.
Key Success Measures
• Service Level Agreement compliance.
• Fill Rate on Time % and Errors.
• Delivery Cycles.
• Order Accuracy Rate.
• Customer Satisfaction Score.
• Completion of mandatory training programs.
• Average Handle Time
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 issues, as required.
• 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.
CS004/xxxx/Market: Customer Service/December 2024
• 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.