Customer Care Analyst in Barcelona
hace 4 semanas
Customer Care Analyst in Barcelona
We are seeking a committed and meticulous Customer Care Analyst to join our customer service team within the business unit.
KEY RESPONSIBILITIES
As a Customer Care Analyst, you will oversee customer inquiries, manage order processing, and provide administrative assistance to ensure smooth and effective customer service operations.
Customer Engagement:
- Address sales and customer inquiries through phone, email, and face-to-face interactions with professionalism.
- Deliver precise information regarding products and order statuses.
- Swiftly resolve customer issues and complaints, escalating complex cases to the Customer Service Manager when necessary.
Order Management:
- Accurately process customer orders in a timely manner.
- Verify and input order details into the system, ensuring all information is accurate.
- Handle incidents related to order reception and invoice transmission.
- Coordinate with customers regarding delivery follow-ups and proactively communicate any changes in delivery schedules.
- Manage any delivery issues requiring customer coordination.
- Facilitate communication regarding scheduling.
- Collaborate with credit management, planning, warehouse, and logistics teams to ensure timely order fulfillment.
- Engage closely with logistics and transportation teams and participate in relevant discussions.
- Oversee returns and rejections management.
Administrative Duties:
- Maintain and update customer records and account information as necessary.
- Monitor and follow up on invoice accuracy and related claims.
- Conduct monthly analyses and reviews of quantity and quality-related claims in collaboration with logistics and transportation teams.
- Prepare and support the distribution of customer service reports and documentation.
- Organize and maintain efficient filing systems for customer documents.
- Act as the custodian of the Service Catalogue, analyzing deviations monthly and communicating with customers to prevent service disruptions.
Customer Follow-Up:
- Perform follow-up communications to ensure customer satisfaction and address any unresolved issues.
- Track order progress and proactively inform customers of any delays or changes.
- Address any customer inquiries related to order billing, including commercial, pricing, logistics data, and cash flow.
Collaboration:
- Work collaboratively with various departments, including Sales, Marketing, Planning, Logistics, and Finance, to ensure seamless customer service operations.
- Engage in team meetings and contribute to initiatives aimed at continuous improvement.
Data Analysis:
- Generate and analyze customer service data to identify trends and areas for enhancement.
Audit Support:
- Ensure there are no blocked invoices at month-end.
- Confirm that requested delivery dates are met for revenue recognition purposes.
Joining Coty means becoming part of one of the largest beauty companies with a renowned portfolio of brands across various categories. We are a global leader in fragrance and color cosmetics, with products available in numerous countries worldwide. Coty and its brands are dedicated to social causes, embracing diversity, and minimizing environmental impact. You will thrive in a dynamic, international work environment characterized by trust and collaboration, with opportunities for continuous improvement and personal growth.
The team comprises Supply Chain professionals, Market Planners, Customer Service representatives, and Master Data Analysts, working closely with departments such as Logistics, Transportation, Sales, and Marketing.
Global Supply encompasses all activities related to planning, production, and delivery of products, focusing on market-facing operations.
ARE YOU A COTY FIT?
As an experienced Customer Care Analyst, you possess 1-2 years of experience in customer service or administrative roles and thrive in a fast-paced, diverse, and international environment. You should have:
- A high school diploma or equivalent; additional education or training in customer service or a related field is advantageous.
- Strong organizational skills and attention to detail.
- Advanced proficiency in Microsoft Office (Word, Excel, Outlook), particularly Excel, and familiarity with SAP.
- The ability to manage multiple tasks simultaneously and work effectively in a fast-paced setting.
- Strong problem-solving skills and a customer-centric approach.
- Excellent verbal and written communication skills in Spanish, with proficiency in an additional foreign language being a plus.
OUR BENEFITS
As a Customer Care Analyst, you will enjoy benefits including:
- A competitive salary based on your knowledge and experience.
- Life and accident insurance.
- Medical and physiotherapy services.
- Employee assistance programs.
RECRUITMENT PROCESS
- A telephone or online introductory meeting.
- A first online or in-person interview.
- A second interview.
- A proposal with the terms of employment will be provided.
ABOUT COTY
Coty is one of the world's leading beauty companies, with a prestigious portfolio of brands across fragrance, color cosmetics, skincare, and body care. At Coty, we celebrate diversity and foster a culture of kindness, making us proud to be an equal opportunity employer. We are committed to creating an inclusive workplace where all employees can be their authentic selves. Join us in transforming the beauty industry.
For more information about Coty Inc., please visit our website.
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