Jr. Analyst, Customer Service

Coty Los Angeles , CA 90009

Posted 3 months ago

Jr. Customer Service Analyst COTY Professional Beauty

Calabasas, CA

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.

RESPONSIBILTIES:

  • 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

  • Handle inquiries on price, products and promotions
  • Issue reports and follow-up on results

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

  • Results focused

  • Ability to drive change in difficult circumstances

  • Independent thinker who can identify unique solutions and execute

  • Ability to multitask and quickly resolve issues

QUALIFICATIONS

  • 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

  • Travel: 0%

ABOUT US

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.

English

  • Please click on this link to review the Notification of Equal Opportunity Rights poster

Espaol

  • Por favor, haga un clic en el enlace para revisar el poster de la Ley de los Derechos de Igualdad de Empeo
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Jr. Analyst, Customer Service

Coty