Customer Service Officer

Join Coty's Travel Retail Asia Pacific team and play a pivotal role in delivering exceptional customer service across multiple markets in the region. This role drives end-to-end order fulfilment, customer satisfaction, operational excellence, and cross-functional collaboration to ensure accurate and on-time delivery of Prestige and Consumer Beauty products.

THE ROLE  

OPTIMIZE, ENABLE, INNOVATE!

As our Customer Service Officer, you are responsible for the day-to-day customer service operations of Travel Retail Asia Pacific business unit. With customers based in multiple markets across Asia Pacific Region, for both Prestige and Consumer Beauty products, each Customer Service Officer will be responsible for their assigned sub-region/customer group/key accounts, primarily focusing on order management/processing, interactions with external customers and service providers, as well as maintaining a close working relationship with cross-functional teams and internal stakeholders to ensure accurate and on-time fulfilment of purchase orders. Customer Service metrics performance reporting/tracking and participate in business meetings and ad hoc projects.

You will be reporting to Customer Service Team Leader, TR APAC and you will manage:

Order Management and Customer Fulfilment

• E2E Order Management and processing in SAP for assigned subregion/customer groups/key accounts (including intercompany orders) with products ship-from respective central DC.
• Coordinate with logistics, transportation and DC teams to ensure on time in full delivery of the customer orders, paying close attention to ordering terms & conditions (e.g. SEA or AIR) and accounts with specific requirements (e.g. customers on FCA incoterms)
• Ensure that minimum shelf-life requirements are properly maintained in the WMS (Warehouse Management System) and only products with the acceptable remaining shelf-life are sent to customers.
• Collaborate with Market Planning Team on PIPO management, Quota release and back-in-stock date to ensure maximum fulfilment and backordering possibilities.

Customer and Stakeholder Collaboration

• Act as the first go-to point for customers and internal stakeholders for order-related matters/issue, making sure incidents/queries are addressed in a timely and professional manner.
• Ensure full compliance with internal/external audit requirements relating to customer service operations on processes and documentation. Provide timely support on periodic Audit Checks.
• Working closely with Shared Service Centre (SSC) and local Finance on Credit Management (e.g. credit release on blocked orders).
• Involvement in Returns and Refusals handling through SSC. Provide support on analysis, approval follow up and processing.

Operational Excellence and Continuous Improvement

• Manage Product Registration process and import documentation requests.
• Responsible for invoicing (outputs EDI, pdf, and mail) and custom-related shipping documents.
• Prepare SAP/BW report for order tracking and root-cause analysis for Customer Service KPI misses (e.g. Fill Rate) and identify areas for improvement or corrective actions.
• Participate in weekly/monthly business meetings and daily operational calls with respective DCs.

YOU ARE A COTY FIT

You like to make a difference. As Customer Service Officer, you will share your valuable experience with the team, and you get energy from working in a fast-paced, diverse and international environment. Other than that, you should also have the following requirements:

• Degree in Supply Chain / Operations or Relevant
• Experience in the Beauty / Cosmetic Industry
• 3 -5 years of Customer Service work experience, preferably in a multinational company
• Knowledge & technical understanding of SAP for Order Processing and Query management.
• Fluent in English.
• Strong MS Office skills, especially Excel.
• A Team Player mindset.
• Strong sense of individual accountability – personal drive to improve and passionate ownership of performance.
• Autonomous motivation to implement changes to deliver improved results.

If you’re ready to support and shape the future of beauty, we want you on our team!

WHAT WE OFFER

This is a unique role with a genuine opportunity to make an impact. You’ll get to work in a diverse environment with a team of professionals who are passionate about the work they do and know how to have some fun along the way.

Coty’s global omni-working policy provides the option to work up to 50% of your month remotely. 

We believe that a more flexible philosophy of remote working will give everyone the freedom to choose what works for their individual circumstances and empower them to always perform at their best.

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.

Coty is deeply committed to Changing the Conversation around Diversity, Equity & Inclusion to create a more open, inclusive, and diverse workplace where all employees can be their authentic self.