Customer Service Executive

The Customer Service Executive is responsible for the order to cash process on designated customers’ accounts. To deliver the expected service level to the customers (on time and in full orders), the Customer Service Executive works closely with Sales Managers as well as our third-party logistics provider (3PL). As part of the Supply Chain team, they aim at ensuring smooth operations from warehouse to customer.

Order processing:

• Upon receipt, key in the order in the ERP, control and confirm to the Customer.
• Handle upfront payment by issuing required proforma invoice and payment link in collaboration with the Credit Control team.
• Allocation and assortments enforcement based on commercial and marketing guidelines.
• Daily follow-up of the orders portfolio with the 3PL to ensure delivery on time.
• Provide proactive and up to date information to the Customer on their orders: follow-up on shortages, delivery dates, transport bookings.
• Develop versatility and ensure effective handover to team members to provide continuity of service to our customers.

Return and credit note processing:

• Upon receipt, key in the return order in the ERP, control and confirm to the Customer.
• Consolidate supporting documentation to raise credit or debit notes and complete the expected validation process.
• Arrange collection of goods to be returned in collaboration with the 3PL Customer Service.
• Follow-up with 3PL to control and confirm quality of the returned goods and release credit note to the customer in timely manner.

Claims Management:

• Follow-up Customers’ enquiries to maintain excellence of service and customer’s satisfaction.
• Liaise with different internal stakeholders to resolve swiftly the case.
• Escalate to Customer Service Manager when facing blocking point with a comprehensive summary of the case to guarantee timely resolution of the situation.

Ordering platforms and EDI interfaces:

• Proceed with daily checks of EDI interfaces failure to ensure the orders are received as expected and processed by the 3PL in line with our service agreement.

Customer Data Maintenance:

• In collaboration with the Commercial Planning team, maintain an accurate client database in the ERP (addresses, delivery instructions, contact details) to ensure smooth order processing including automated flows.

Reporting:

• Daily reporting of orders processed sent to the 3PL for deliveries coordination.
• Holding regular performance reviews with the largest customers and their account managers.
• End of month and end of year coordination with the Commercial Planning team to steer the sales performance landing.

Processes compliance:

• Ensure daily operations are done in compliance with the applicable processes and procedures.
• Assist in collecting evidence to support the internal and external audits of the Customer Service processes.

Consignment stock management:

• Inventory reconciliation with the customers between our system and their stock.
• Monthly invoice processing for consumed stock.
• Follow-up of consigned stock with the account managers.

Distributor’s market order management:

• Order processing with the distributor.
• Portfolio follow-up with the market’s Business Director.

Performance management:

• Participate in the weekly follow-up meeting with the 3PL Logistics and Customer Service team to review the open non-conformances and the associated corrective action plan for quick resolution.
• Gather and analyse customers’ feedback to improve our services by proposing and implementing new ways of working.
• Being able to cover for the Customer Service Manager when on leave and coordinate daily operations and priorities with the other team members.

Key user role:

• On designated scope, ensure the maintenance of the procedures supporting the applicable processes.
• Daily support to the team to guarantee the processes are applied as expected – Provide training when necessary.
• In case of issue, raise tickets and follow-up resolution with the IT team and any other involved stakeholders.
• Testing issue resolutions or new developments in test environment to ensure reliable move to production of any IT changes.

Projects:

• Identify, develop, and implement process improvements to level-up our service level to the expectations of our customers and the business.

What we are looking for?

• Professional experience & know how: 2 to 4 years of experience in Customer Service / Account management or similar environment with high-volume or fast paced setting. Previous experience in the luxury industry is a plus.
• Microsoft programs: Good Excel skills required, creating simple and intuitive reports.
• Good level of SAP knowledge.
• Communication channels proficiency: Phone, email, Zoom and Teams.
• Excellent written and verbal communication skills.
• Excellent collaboration skills: Ability to develop client relationship with added value to assigned accounts.
• Product Knowledge: Ability to maintain a deep understanding of the company’s products or services.
• Personal & interpersonal skills: Analytical skills with attention to details. Customer and solution-oriented focused. Ability to work as part of a team in a multicultural environment. Planning and organisation skills with ability to identify and manage priorities to meet expected deadlines. Autonomy and ability to demonstrate proactivity. Reliable and trustworthy.