Job Description

Coty is one of the world\'s 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\'s 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

Division: South East Asia Supply Chain (Luxury & Consumer Beauty)
Job Title: Customer Service Officer - South East Asia & ANZ

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 - Singapore, Malaysia, Thailand, Hong Kong, as well as the Australia & New Zealand Business Unit for Luxury and Consumer Beauty products. This is achieved through accurate and on-time Order Processing of customer PO\'s/Orders, issuing of Credit & Debit Notes, general reporting and close collaboration with Commercial & Supply Chain Teams.

THE ROLE

In this role you will be responsible for:

• Order processing in SAP for assigned local customers across SEA or ANZ Business Units with products shipping from respective in-market Distribution Centres.
• Monitoring and ensuring orders are placed within delivery window deadlines, validating orders are in line with customer budgets and yearly quota
• Accepting, processing, and coordinating incoming customer orders, taking into account order conditions and following individual customer requirements
• Ensuring the availability of goods by adjusting the Required Delivery Date (RDD) as well as local market inventory reporting
• Maintaining close coordination with Market Planners to maximise order fulfilment
• Following up on out of stock inventory with customers
• Ensuring that shelf life requirements are implemented in the WMS (Warehouse Management System) and that only goods with the correct shelf life are sent for processing to minimize returns
• Coordinating with Shared Service Centre Credit Control to unlock customer orders & credit blocks on time
• Coordinating with the warehouse, local logistics teams, service providers and local transportation to track on time shipment and arrival to customer warehouses
• Guaranteeing the proper execution and processing of returns: pre-control and authorization check with sales / investigations at warehouse and transport service providers before issuing credit/debit notes
• Ensuring telephone and written support for customers and sales on order/delivery status/product availability/invoices/credit notes/returns etc
• Independent creation of SAP/BW reports to support day-to-day business for reporting, analysis and optimization purposes
• Root Cause Analysis for KPI misses and improvement measures including feedback to sales and customers
• Escalation of potential risks to the BU & Management
• Participation in internal and external audits. Ensure that the documents requested by Audit are available in a timely manner

WHAT YOU\'LL BRING
We\'d love to see candidates who have:

• Minimum 5 years of Customer Service work experience, preferably in a multi-national company
• 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 (eg. Quarter & Fiscal year closings)
• 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.
• Availability to work between the hours of 8am - 5pm Sydney time

DESIRABLE

• Degree in Supply Chain / Operations or Relevant
• Experience in the Beauty / Cosmetic Industry

Country/Region: MY

City: Kuala Lumpur

Coty