UK Customer Care Manager

Puig is a major player in the worldwide fashion and beauty industry. We have a wide portfolio of well‑known luxury brands across fashion, fragrance, makeup, skincare, and wellness. Founded more than 100 years ago, Puig is a family‑owned company with a long–term commitment to our brands and stakeholders.The OpportunityCoordinate, supervise, give support to the team that centralizes the relationship with Customers and Distributors in the Order to Cash process (orders, deliveries, returns, claims and bad debt), look for continuous improvement and solve any issues to achieve objectives fixed in terms of service and receivables.What you'll get to doSupervise the relationship with clients in the order to cash process:Review and provide information about the situation of their ordersDeal with EDI/ SAP/e‑mail ordersReview and provide logistic or descriptive information of productsReview and provide information about delivery dataInform the customer of the out of stock that affects the ordersReview and provide information about invoice data (solve possible invoice issues)Review and provide information about the collection and/or liability situationManage critical situations related to unpaid documentsMaintain a record of the most common issues and problems and their solving degree, so that the customer service is speeded upAnalyse statistics and compile accurate reportsInvolvement in staff training and appraisalsManage and supervise the Order to Cash flow of activities of his/her teamTasks within the Order & Delivery management process:Unblock the EDI orders, in EDI workflow and solve the problems to be able to create the sales orderReview with the Front Office Executive and unblock the orders for deliveryAnalyze & modify orders and deliveries along with the Front Office ExecutiveReturns & Rejects management and follow upDelivery issues/delay management:Modify orders and deliveriesLiaise with Logistics for delivery issues, Follow‑up and management regarding rejections and faultsReview and provide info requested by the Customer (internal and external)Transport management:Group deliveries to be prepared and shipped together to the customer.Transport follow‑up with Delivery Monitoring / LogisticsReview and provide info requested by the CustomerInvoice management:Review with F.O. Executive and unblock the orders for invoicing and generate the billing documentProvide invoice copy to the customer by e‑mail, mail or EDIOverdue or Bad debt:Decision on the action to be taken together with Sales Team and Implementation of the agreed actionFollow up on Credit Limits and take Legal ActionsInteract with the Credit Risk CommitteeClaims managementWork with F.O. Executive on claim reception and analysis (Check with Commercial conditions, pricing…)Support on the Creation of Credit/Debit note in the systemCredit / Debit note billing and AR compensationTake care and register customer complaintsCustomer Master DataUpdate customer master data (address, telephone, contacts, etc,) other fields not allowed by AuditReview company, sales area data, etc.Material Master DataReview material master data for all brands;Pricing and DiscountsReview local commercial conditions and price listCustomer relationshipDay to day communicationCustomer orientation, responsiveness, provide solutions to customer requestsCoordinate relationship with Customer in order to improve the satisfactionWe'd love to meet you if you haveExperience: minimum 2 years in the role of CS ResponsibleEducation: University DegreeLanguages:Spanish: native or bilingual proficiencyEnglish: fluent or very fluent (written and spoken)Responsibility / Commitment / MotivationTeamwork & CooperationAdaptability to change / flexibilityProactivityService & Efficiency orientedTime management / organizationAbility to work to targets and deadlines, goal‑oriented focusAbility to handle pressure and the workloadAnalytical skillsAbility to listen and active problem‑solving skillsAbility to train and motivate team membersPositive attitude & positive languageGood communication & interpersonal skillsPoliteness, tact and diplomacyEmotional intelligenceConfidence, patienceCreativity / innovationSales/Commercial experience is a plusA few things you'll love about usAn entrepreneurial, creative and welcoming work cultureA competitive compensation & benefits packageOn onsite gym and restaurantPuig is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity, sexual orientation, national origin, ethnicity, age, disability, marital status, veteran status, or any other characteristic protected by law.At Puig, we are continually looking for enthusiastic and committed individuals from a broad range of backgrounds and experiences to join our team. We believe that creating an inclusive environment in which you feel welcomed, valued, engaged, and empowered strengthens our business and fosters a culture where we are inspired to work hard, challenge ourselves, and be innovative in our thinking. Additionally, we believe that the diversity of our employees makes us a stronger company and better able to serve our customers around the world.#J-18808-Ljbffr