Customer Service Supervisor (UK/EU) (London Area)

Who We Are

Fueled by passion, KAYALI was founded in 2018 by beauty mogul and fragrance fanatic, Mona Kattan. Translating to ‘my imagination’ in Arabic, KAYALI provides a modern fragrance experience inspired by Mona’s rich Middle Eastern heritage and the art of layering scents to help you create your mood; where sharing scents is a ritual and smelling good is both an act of goodwill and self-love. Mona collaborates with some of the world’s most renowned perfumers and sources the finest ingredients to create unique juices that are infinitely memorable, long-lasting, and cruelty-free. Each luxurious fragrance is an ode to true craftsmanship and tells a special story, from the addictive notes to the multi-faceted jeweled bottles.

Our Mission

To make everyone feel like the diamond they are! To build a global community of fragrance lovers through the power of scent and by providing them with the most innovative & luxurious fragrances, education and sharing our Middle Eastern fragrance rituals with the world.

Summary

We are looking for an exceptional Customer Support Supervisor with excellent communication and time management skills and a passion for helping people. The ideal candidate will be a self-starter, enthusiastic, and will play a starring role in helping craft and implement strategies and workflows with a specialized focus on order management and inventory transactions to assist our Customer Service and Supply chain teams

Essential Duties and Responsibilities:

Order Processing

• Manage the daily processing of all sales orders and allocations (manual or EDI) within ERP to process on time and in compliance with retailer routing guides
• Primary contact for retailers on any PO inquiries or revisions as well as working closely with 3PL warehouse to meet all fulfilment and shipping requirements for orders
• Responsible for daily processing of transfers, IRFs, sampling, subscription box orders validating inventory allocations as well as managing timelines and communication
• Publish weekly order shortage reporting for internal stakeholders for back in stock ETAs as well as fill rate reporting to retail partners for compliance and replenishment
• Update and dispute retailer compliance infractions and shortage variances
• Maintain retailer launch POs working closely with planning team against forecast allocations

Inventory Transactions

• Manage upcoming inventory ETAs with supply planning teams to maximize in stocks across POs
• Issue approved RTVs to retailers in coordination with sales planning following process through delivery and inventory reconciliation with 3PL warehouse
• Perform daily inventory transactions and adjustments in accordance with 3PL movements analysing and alerting variances and damages threshold
• Support inbound and GRN inventory transactions by coordinating with global logistics
• Operational support in providing ad hoc inventory and order reporting as needed
• Review customer disputes on payment platforms and submit relevant evidence against chargebacks

Requirements:

• 3-4 years in similar role within a CPG / B2B business
• Experience and familiarity with order processing and analysing large data sets
• Strong excel skills and proven ability to reconcile data variances and maintain reports
• Experience working with ERP and/or EDI systems
• Background with some logistic knowledge and working with 3PL partners
• Excellent attention to detail and communication skills for liaising with internal and external stakeholders
• Beauty or lifestyle experience preferred
• Team player willing to wear many hats and thrives in a scrappy environment

Our Benefits & Perks:

• Premium Medical/Dental/Vision coverage
• Employee discounts on all Kayali products
• Quarterly product gifting

Kayali is committed to building diverse and inclusive teams and upholding an equal employment workplace that is free from discrimination. We hire stellar individuals regardless of their race, color, ancestry, religion, gender identity, national origin, sexual orientation, age, marital status, medical conditions, disability, or veteran status. If you need reasonable accommodation at any point in the application or interview process, please let us know.