Job Description

Coty is one of the world\xe2\x80\x99s largest beauty companies with an iconic portfolio of brands across fragrance, color cosmetics, skincare, and body care. COTY is the global leader in fragrance and number three in color cosmetics. COTY\xe2\x80\x99s products are sold in over 150 countries around the world. COTY and its brands are committed to a range of social causes as well as seek to minimize its impact on the environment. For additional information about Coty Inc., please visit www.coty.com.

ROLE AND DEPARTMENT

Location: Malaysia

Division: South East Asia Supply Chain (Luxury & Consumer Beauty)

About the Role\xe2\x80\xa6

The role of the Customer Service Officer is to drive the daily operations of the South East Asia Business Unit, which comprises of the following countries \xe2\x80\x93 Singapore, Malaysia, Thailand, Hong Kong, Taiwan as well as Export Customers for the following Divisions \xe2\x80\x93 Luxury and Consumer Beauty, through accurate and on-time Order Processing of customer PO\xe2\x80\x99s/Orders, handling Credit & Debit Note issuance, Reporting and close collaboration with Commercial & Supply Chain Teams.

THE ROLE

In this role you will be responsible for:

• Order processing for assigned international customers which are shipping from Coty global Distribution Centre (DC) in Germany, as well as local customer from local in-market Distribution Centre (DC) in the respective SEA markets
• Accepting, processing and coordinating incoming customer orders for Export, taking into account order conditions (SEA & AIR), whilst following customer requirements.
• Ensuring product availability and following aligned KPIs for special deliveries (e.g. urgent orders)
• Maintaining close co-ordination with Commercial Teams, Demand & Supply Planners and Customers.
• Delivery Control & Monitoring \xe2\x80\x93 Monitoring and ensuring orders are placed with delivery window deadlines, validating orders are in line with customer budgets and yearly quota, following up on Out Of Stock inventory.
• Ensuring the availability of goods by adjusting the Required Delivery Date (RDD) and taking into account the Global Inventory Reports and maintaining close coordination with Supply Planners.
• Close collaboration with Demand Planners to resolve quota issues and ensuring the best possible availability of goods.
• Coordination with Shared Service Centre Credit Control (Accounts Receivable) to unlock customer orders which are above credit limits
• Coordination with Accounts Receivable to ensure all orders are released on time.
• Escalation of potential risks to the BU & Management
• Daily coordination between Customer Service and Supply Planner to ensure that all orders are transferred to the warehouse with the best possible fill rate, aiming to achieve the best possible customer satisfaction and increase KPI.
• Coordination with the warehouse, service providers and freight forwarders
• Coordination with warehouses and carriers to ensure all orders are delivered on time.
• Monitoring of the completed shipments and their deliveries, handing over to the carriers. If necessary, escalations within the BU if sales are at risk
• Returns and Rejection processing including Credit & Debit Notes.
• Guaranteeing the proper execution and processing of returns: pre-control and authorization check in coordination with sales / investigations at warehouse and transport service providers
• Root Cause Analysis and improvement measures including feedback to sales and customers.
• Tracking that customer regulations are being followed by the warehouse, e.g. batch code lists, dangerous goods declarations and others.
• Ensuring that LEFO requirements are implemented in the WMS (Warehouse Management System) and that only goods with the correct shelf life are sent for processing so as to minimize returns
• Ensure telephone and written support for customers and sales on order/delivery status/product availability/invoices/credit notes/returns etc.
• Participation in internal and external audits. Ensure that the documents requested by Audit are available in a timely manner.
• Independent creation of SAP/BW reports to support day-to-day business for reporting, analysis and optimization purposes.

WHAT YOU\xe2\x80\x99LL BRING
We\xe2\x80\x99d love to see candidates who have:

• Minimum 3-5 years of Customer Service work experience, preferably in a multi-national company
• Fluent in Mandarin (written and oral) as the role requires to liaise with different countries in the region
• Excellent knowledge & technical understanding of SAP for Order Processing and Query management (5 years+ experience preferred)
• Strong Excel skills
• Self-Motivated, with a strong work ethic and a sense of confidentiality.
• Ability to work overtime during high volume order periods and in sync with EU time zone (only when required)
• Possesses cross-cultural awareness and high emotional intelligence.
• Articulate, with the ability to work in a fast-paced environment.
• Good balance of a professional attitude while having fun.
• Strong interest in consumer goods, makeup and beauty products.
• Strong desire to learn along with a strong sense of ownership.
• Persuasive, resilient and flexible, able to easily adapt to new challenges.
• Passionate, enthusiastic and driven to regularly follow-up with loose ends.
• Able to thrive despite challenges while adopting a positive attitude under pressure.

Coty