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hace 3 meses
Customer Service Analyst in Barcelona
We are seeking a committed and meticulous Customer Service Analyst to become a part of our customer service division within the country business unit.
KEY RESPONSIBILITIES
As a Customer Service Analyst, your role will encompass managing customer inquiries, processing orders, and delivering administrative assistance to guarantee smooth and effective customer service operations.
Customer Engagement:
- Address sales and customer inquiries through various channels including phone, email, and face-to-face interactions with professionalism.
- Provide precise information regarding product availability and order status.
- Swiftly resolve customer complaints and issues, escalating more 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 correct.
- Handle incidents related to order reception and invoice transmission.
- Coordinate with customers on delivery follow-ups and proactively communicate any changes in delivery schedules or issues with fill rates.
- Manage any delivery-related incidents requiring customer coordination.
- Facilitate communication regarding scheduling.
- Collaborate with credit management, planning, warehouse, and logistics teams to ensure prompt order delivery.
- Engage closely with logistics and transportation teams and participate in relevant calls.
- 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 root cause assessments of quantity and quality-related claims in collaboration with logistics and transportation teams.
- Prepare and distribute customer service reports and documentation.
- Maintain organized filing systems for customer-related documents.
- Act as the custodian of the Service Catalogue, analyzing deviations monthly and communicating with customers to define action plans to prevent service disruptions.
Customer Follow-Up:
- Conduct follow-up communications to ensure customer satisfaction and address any unresolved issues.
- Monitor order progress and proactively inform customers of any delays or changes.
- Address any customer inquiries related to order-to-bill processes.
Collaboration:
- Work collaboratively with various departments including Sales, Marketing, Planning, Logistics, and Finance to ensure cohesive customer service operations.
- Participate in team meetings and contribute to ongoing improvement initiatives.
Data Analysis:
- Generate and analyze customer service data to identify trends and opportunities for enhancement.
Audit Support:
- Ensure no blocked invoices at month-end.
- Confirm that requested delivery dates are met for revenue recognition.
Joining Coty means becoming part of one of the largest beauty companies, recognized for its iconic portfolio of brands across various beauty categories. We are committed to social causes, diversity, and minimizing our environmental impact. You will thrive in a dynamic international environment that fosters trust, cooperation, and continuous learning.
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, with a strong focus on market-facing operations.
ARE YOU A COTY FIT?
If you enjoy assisting people and have 1-2 years of experience in customer service or administrative roles, you will thrive in our fast-paced, diverse, and international environment. Additionally, you should possess:
- A high school diploma or equivalent; further education or training in customer service is advantageous.
- Strong organizational skills and attention to detail.
- Advanced proficiency in Microsoft Office, particularly Excel, and familiarity with SAP.
- The ability to manage multiple tasks simultaneously 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 language being a plus.
OUR BENEFITS
As a Customer Service Analyst, you will enjoy a competitive salary, life and accident insurance, medical and physiotherapy services, and an employee assistance program.
RECRUITMENT PROCESS
- Initial telephone or online introductory meeting.
- First online or in-person interview.
- Second interview.
- Proposal with employment terms.
ABOUT COTY
Coty is a leading beauty company with a diverse portfolio of brands across fragrance, color cosmetics, skincare, and body care. We celebrate diversity and strive to create 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.
