Experience Inc. Jobs

Customer Service Specialist

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 .

Position Description

Position Title

Customer ServiceSpecialist, Supply Chain

Location

Tokyo HQ

Reports to

Customer Service Manager, Supply Chain, Japan

Scope / Brands

Prestige and Consumer Beauty

Employment type

Full Time

ROLE

• Customer Service Specialist serves as primary resource to attend customers’ enquiries on order management

• Timely respond to customer’s queries and follow up on customer’s resolution from various parties

• Manage master data creation and maintenance

• Participate in system, process and customer experience improvement projects

RESPONSIBILITIES

• Order management: Understand and be able to process sales orders from customers and follow through till shipment (order entry, acknowledgement, confirmation, order change, etc.)

• Respond to both external customer’s and sale’s team enquiries

• Monitor and follow up on shipment schedule to ensure timely delivery

• Expedite and communicate proactively with customers on the product availability and shipment status

• Work with supply chain planner to manage product availability in orders to ensure the best order fulfillment via material determination table set up and back order strategies

• Collaborate with Supply Chain Planner, Physical Distribution and Go-to-Market Teams to ensure smooth execution of order to shipment for new initiatives and logistic related changes.

• Work with multi-functional team in projects that require change or improvement in the order management system

• Coordinate with BPO (China business process outsourcing partner)

• Knowledge Management (SOP, Job Aid updating) to deliver everyday excellence in their service operations, as well as act as a first point of operation escalation for BPO on order processing matter

• Update customer master data in SAP based on requests from Sales team and/or customers.

• Update material determination tables, pricing, and other master data related to order taking.

• Create material master data for Japan specific product codes and initiatives.

• Reporting and documentation to support compliance activities

Key Results/Measures

• Fill Rate and Fill Rate on Time

• Call Answered Live (Compatible with PC. In-house sales, 3 cases from agency / day)

• Customer Satisfaction / Customer Complaints

Required Business Experience / Skills / Qualifications

• Fluent in Japanese in order to support Japanese customers and be able to communicate in English with multi-functional team

• Excellent communication skills and with good telephone etiquette

• Prefer with at least a diploma in business or related discipline with at least 2-3 years of working experience in Customer Service or Order Fulfilment environment

• Knowledge or experience with SAP system preferred

• Pleasant personality with a passion for service excellence

• A strong team player who can adapt to fast paced and dynamic environment

Country/Region: JP

City: Tokyo