RESPONSIBILITIES

Customer Service Leader oversee ANZ daily customer service operations, ensuring high standards and satisfaction, and serve as the primary contact between Distribution and retailers for issue resolution. Lead the Customer Service support team ensuring customer orders are efficiently processed and released, delivery window requirements are captured and met, credits reviewed and actioned, and complaints are appropriately documented, considered, and actioned.

Your main focus:

• Provide resolution for advanced customer issues, while building and maintaining strong relationships with all customers, both internal and external.
• Lead process reviews to promote continuous improvement of service levels.
• Provide regular reporting on team performance against service KPI’s.
• Manage the team to receive, process and fill customer orders to meet targets. Develop and update training materials and train all relevant stakeholders in these processes including new employee orientation and sales training as required.
• Continuously improve customer service systems to streamline procedures and reduce operating costs.
• Complete required corporate training and ensure the Customer Service team also completes necessary training on time.
• Lead, develop and manage an effective, engaged and motivated Customer Service team, maintain a supportive, collaborative working environment in line with Coty values.
• Review, assess and action requests such as leave approvals and expenses, ensuring company policies are adhered to.
• Manage multiple Email Inboxes to ensure timely action of requests and queries.
• Provide UAT Testing Support for any System changes or new customer’s EDI set up.
• Provide Master Data Support for all ANZ requests, as well as maintain Sharepoint reports and trackers.
• Ensure ongoing ANZ SOX Compliance for OTC12, OTC14, OTC22, OTC28, OTC50 (including SOP updates, Tracker Maintenance, Approval, and Audit Filing).
• Provide Finance Audit support for SOX Compliance as required.

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 Commercial professionals, and you will work closely together with several departments such as Education and Marketing teams. All your colleagues are collaborative, and you will receive tremendous support for you to excel in this role.

Critical Success Factors

• High level communication and interpersonal skills, with ability to influence and work collaboratively with sales and other functional teams
• Excellent presentation and written communication skills.
• Strong analytical, thinking and problem solving skills.
• Ability to track trends, identify anomalies, and propose solutions using data insights to improve the overall customer experience.
• Highly organized with the ability to prioritize daily tasks, multitask and manage competing demands and tight deadlines.
• Intermediate to advanced computer literacy – advanced knowledge of Excel and experience with SAP required.
• Effective team player, with an ability to work collaboratively in a fast-paced environment.

YOU ARE A COTY FIT

You like to make a difference. As an experienced Customer Service Leader ANZ, 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:

• Tertiary qualifications in related field
• Minimum 3-5 years previous experience in a similar role
• Must be proficient in English language both written and verbal
• Ensure all activities comply with Coty policies and legal and ethical standards, including WHS, EEO and anti-discrimination legislation and principle

Critical Success Factors

• High level communication and interpersonal skills, with ability to influence and work collaboratively with sales and other functional teams
• Excellent presentation and written communication skills.
• Strong analytical, thinking and problem-solving skills.
• Ability to track trends, identify anomalies, and propose solutions using data insights to improve the overall customer experience.
• Highly organized with the ability to prioritize daily tasks, multitask and manage competing demands and tight deadlines.
• Intermediate to advanced computer literacy – advanced knowledge of Excel and experience with SAP required.
• Effective team player, with an ability to work collaboratively in a fast-paced environment.

OUR BENEFITS
As our Customer Service Leader ANZ 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!

For additional information about Coty Inc., please visit www.coty.com/your-career.