Customer Service Specialist 94183

CUSTOMER SERVICES REPRESENTATIVE

Location: Barcelona Spain

The Customer Service Representative is the primary contact for customers providing outstanding support and resolving inquiries with efficiency and professionalism. In this role you will address a variety of customer needs such as providing product information troubleshooting issues and managing service requests all while ensuring clear and effective communication. Working closely with crossfunctional teams youll play a vital role in fostering customer satisfaction and loyalty by upholding service level agreements and company guidelines.

Your main focus:

Customer Interaction and Resolution: Act as the first point of contact for customer and commercial care providing prompt and professional support across multiple communication channels (phone email chat etc..

Order Management: Handle all types of customer orders from placement to invoicing ensuring accuracy and efficiency. Manage order rescheduling backorder management and invoicing (EDI PDF or mail).

Collaboration with Internal Teams: Work closely with Shared Service Center (SSC) Credit Management to address blocked orders Planning and Logistics to meet requested delivery dates and Transportation teams to track deliveries. Provide valuable order and volume insights to these departments.

Customer Communication: Deliver clear and accurate information to customers regarding orders delivery statuses invoices product availability pricing discrepancies and claims. Maintain the companys tone and customer experience standards while adapting to customerspecific needs.

Returns and Refusals: Manage returns and refusals including analysis approval coordination and processing with the SSC.

Issue Resolution and Escalation: Troubleshoot and resolve customer issues efficiently escalating complex cases to the CS Operations Manager when required.

Audit Support and Compliance: Provide support for daily monthly and yearly audit checks (e.g. OTC22 OTC50 ensuring compliance with company policies and standards.

Working for Coty means constant opportunities and change. You will be managing a lot of things at the same time but this is also what makes it exciting!

Key success measures for the Customer Services Representative include the following:

Operational Efficiency: Achieve high Fill Rate On Time (FROT) and Order Accuracy rates while ensuring timely delivery cycles and errorfree order processing. Support revenue recognition reconciliations and provide accurate data in daily operational updates (DDS).

Customer Satisfaction: Maintain excellent Customer Satisfaction Scores (CSAT) through efficient accurate and professional customer service interactions.

Training and Development: Complete all required training programs and demonstrate ongoing professional growth and skill enhancement.

Process Adherence and Improvement: Strictly follow standard operating procedures (SOPs) and work instructions while contributing to continuous process improvements.

The Customer Services Representative will liaise with various stakeholders such as:

BU CS Operations Manager

BU Sales representatives

BU Supply planning

Logistics & transportation

Customers

Master data analysts

SSC

YOU ARE A COTY FIT

You have strong problem solving skills and have the ability to think quickly & resolve issues effectively. As a Customer Services Representative you get energy from working in a fastpaced diverse and challenging environment.

Other than that we are looking for candidates who:

Have a high school diploma or equivalent (required)

Bachelors degree in a relevant field (preferred)

13 years experience in a customer service support or call center role

Knowledge & technical understanding of SAP for Order Processing

Experience with CRM tools (e.g. Salesforce Zendesk) will be a plus

Basic fluency/proficiency in English and proficient or native in any of the following languages: Spanish French Italian Dutch German

Good communication & interpersonal skills

Strong MS office skills especially MS Excel

Multitasking ability with excellent time management and organizational skills

OUR BENEFITS

As our Customer Services Representative some of the benefits you will receive are:

Competitive remuneration and perks will be matched with your experience and knowledge.

Ticket restaurant (daily diet for meals)

Company products / Access to the company shop

Life and accident insurance

RECRUITMENT PROCESS

A screening call with the recruiters

A first online/inperson interview with hiring managers

A second interview (optionally)

Feedback verbal offer

Hiring

ABOUT COTY

Coty is one of the worlds largest beauty companies with an iconic portfolio of brands across fragrance color cosmetics skincare and body care. At Coty we celebrate the entire human kaleidoscope and cultivate a culture of fearless kindness. Therefore we are proud to be an equal opportunities employer. We do not discriminate against any candidate or employee and strive to be an open inclusive and diverse workplace where all employees can be their authentic self. Join us in making over the world of beauty!

For additional information about Coty Inc. please visit www.coty/yourcareer.