Jr. Customer Service Analyst COTY Professional Beauty
We're Coty, a global leader in beauty. We're World #1 in Fragrance, World #2 in
Professional Hair Care and World #3 in Color Cosmetics. Our iconic portfolio of more than 77 brands are sold in over 150 countries around the world. We believe in beauty with a purpose and brands that inspire, no matter where they are in the world.
MISSION AND RESPONSIBILITIES
The Customer Service Analyst is focused on servicing the End to End needs of our customers in the total order to cash cycle. In this role, you will execute standard order, shipping and billing processes to meet customer needs in accordance with Coty requirements. You will also be responsible for leading general issue resolution related to any gaps along the entire process. Collaborative work with all necessary organizations within Coty as well as external companies (carriers, freight forwarders) is also necessary in order to resolve any issues customers may run across. Overall, the CS Jr. Analyst is expected to deliver BIC service to our customer base and in a manner that embodies the Vision/Mission of Coty given the role's external facing nature.
Lead Customer Account service/scorecard reviews
E2E logistics account management
Support On Time Delivery to customers
Partner with Sales teams to deliver customer growth strategies
Drive resolution for chargebacks or customer disputes and returns
Provide best in class customer service
Respond to customers' calls and inquires in a timely manner
Ensure order size optimization and understand order patterns
Execute order/billing quality corrections and root cause
Handle emergency orders and emergency alternate procedure
Assign correct reason codes for root cause analysis on all KPI's.
THE COTY IDEAL FIT
Strong communication skills
Ability to collaborate horizontally and vertically
Ability to drive change in difficult circumstances
Independent thinker who can identify unique solutions and execute
Ability to multitask and quickly resolve issues
3+ years of Customer Service Operations experience
Solid technical skills in SAP, Excel and Powerpoint
Experience owning measures and improving results
Effective oral and written communication skills
Aptitude for problem solving
Track record of working independently to produce solutions
Ability to adapt to changing environment and quickly learn new processes
Strong analytical ability with special attention to detail
Our people make us who we are. They are the brightest minds bringing the boldest ideas to life every day. If you're the kind of person who refuses to settle, if you want to think bigger, learn faster and go further than you ever thought possible we'd love to hear from you.
EQUAL EMPLOYMENT OPPORTUNITES
We offer equal employment opportunity to qualified individuals without regard to race, religion, color, national origin, age, gender, disability, sexual orientation, gender identity, gender expression, marital status, veteran status, or any other characteristic protected by law. Coty complies with federal and state disability laws and makes reasonable accommodations for applicants and employees with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact cotyjobsUS@cotyinc.com. We strongly believe that cultivating a diverse workplace gives a company strength. The combination of unique skills, abilities,
experiences and backgrounds creates an environment that produces extraordinary results. EOE Minorities/Females/Protected Veterans/Disabled.