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Order Management Customer Service Officer

CUSTOMER SERVICE OFFICER, KUALA LUMPUR

The role of the Customer Service Officer is to drive the daily operations of the South East Asia Business Unit, which comprises of the following countries – Singapore, Malaysia, Thailand, Hong Kong, Taiwan as well as Export Customers for the following Divisions – Luxury and Consumer Beauty, through accurate and on-time Order Processing of customer PO’s/Orders, handling Credit & Debit Note issuance, Reporting and close collaboration with Commercial & Supply Chain Teams.

RESPONSIBILITIES

Your main focus:

• Order processing for assigned international customers which are shipping from Coty global Distribution Centre (DC) in Germany, as well as local customer from local in-market Distribution Centre (DC) in the respective SEA markets

• Accepting, processing and coordinating incoming customer orders for Export, taking into account order conditions (SEA & AIR), whilst following customer requirements.

• Ensuring product availability and following aligned KPIs for special deliveries (e.g. urgent orders)

• Maintaining close co-ordination with Commercial Teams, Demand & Supply Planners and Customers.

• Delivery Control & Monitoring – Monitoring and ensuring orders are placed with delivery window deadlines, validating orders are in line with customer budgets and yearly quota, following up on Out Of Stock inventory.

• Ensuring the availability of goods by adjusting the Required Delivery Date (RDD) and taking into account the Global Inventory Reports and maintaining close coordination with Supply Planners.

• Close collaboration with Demand Planners to resolve quota issues and ensuring the best possible availability of goods.

• Coordination with Shared Service Centre Credit Control (Accounts Receivable) to unlock customer orders which are above credit limits

• Coordination with Accounts Receivable to ensure all orders are released on time.

• Escalation of potential risks to the BU & Management

• Daily coordination between Customer Service and Supply Planner to ensure that all orders are transferred to the warehouse with the best possible fill rate, aiming to achieve the best possible customer satisfaction and increase KPI.

• Coordination with the warehouse, service providers and freight forwarders

• Coordination with warehouses and carriers to ensure all orders are delivered on time.

• Monitoring of the completed shipments and their deliveries, handing over to the carriers. If necessary, escalations within the BU if sales are at risk

• Returns and Rejection processing including Credit & Debit Notes.

• Guaranteeing the proper execution and processing of returns: pre-control and authorization check in coordination with sales / investigations at warehouse and transport service providers

• Root Cause Analysis and improvement measures including feedback to sales and customers.

• Tracking that customer regulations are being followed by the warehouse, e.g. batch code lists, dangerous goods declarations and others.

• Ensuring that LEFO requirements are implemented in the WMS (Warehouse Management System) and that only goods with the correct shelf life are sent for processing so as to minimize returns

• Ensure telephone and written support for customers and sales on order/delivery status/product availability/invoices/credit notes/returns etc.

• Participation in internal and external audits. Ensure that the documents requested by Audit are available in a timely manner.

• Independent creation of SAP/BW reports to support day-to-day business for reporting, analysis and optimization purposes.

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.

You will be reporting to Customer Service Manager 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:

• Minimum 3 years of Customer Service work experience, preferably in a multi-national company.

• Excellent knowledge & technical understanding of SAP for Order Processing and Query management (3 years+ experience preferred)

• Strong Excel skills and experience in SAP

• Self-Motivated, with a strong work ethic and a sense of confidentiality.

OUR BENEFITS

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

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.

Country/Region: MY

City: Kuala Lumpur