Sales Administration & Customer Service Coordinator

Summary about this job

Detail information about job Sales Administration & Customer Service Coordinator. Terms and conditions vacancy

• Newly Opened Location
• Competitive Salary
• Opportunity of a lifetime

About the business and the role

A major player in the perfumes, make-up and skincare markets, the Perfumes & Cosmetics division of LVMH groups together major historic Houses such as Parfums Christian Dior, as well as young brands with strong potential including Benefit Cosmetics and MAKE UP FOR EVER.

This role is a great opportunity to join an organisation that is driven by the values of excellence, creativity, innovation and perfect mastery of brand image.

You will be responsible for effectively managing the processing of orders and customer credits and returns, whilst ensuring accuracy is maintained in relation to the customer database and the creation of new customers. This includes liaising with customers in regards to their enquiries in a timely response, managing orders and other activities that support brand objectives and demands such as for promotions and new launches.

Job tasks and responsibilities

Order Management

• Processing of EDI orders
• Processing manual orders including: saleable stock, POSM/counter consumables
• Promotional and launch orders – accurately maintaining Promotional Summaries with all promotional orders received

Customer Liaison

• Present as a contact point for all enquiries entering the business from parties including: retailers, counter staff, retail sales team, and consumers including phone and email inquiries. 
• Provide timely response and resolution for all consumer issues received via the customer service inbox

Credit/Return Management

• Maintain record of all approved returns in the credit log file
• Process all credits received via the credit return process
• Liaise directly with warehouse team to ensure all credits are processed
• Coordinate product/order returns with Area Managers and customers as required

Customer Database Management

• Facilitate the accurate set up of new customers in AX and the de-activation of customer accounts for closed accounts
• Update customer details in AX as required

Reporting and Monitoring

• Facilitating the following Reports by brand:
  • Promo Schedule Summary
  • Promotional Summaries
  • EDI inbound
  • Connote tracking for promotions
  • Promo Allocation and Basic Order file updates

Customer Service Flow Management

• Manage the order to invoice processes linked to Customer Service
• Managing the flow of EDI & order processing
• Tracking and monitoring of all orders to OCD
• Pricing and invoice
• Managing credit processes
• Maintaining that the Sales & Marketing initiatives align with Customer Service activities
• Present as a key contact point for Sales & Marketing and for all critical issues
• Liaise directly with Warehouse and Administration Manager to communicate priorities to order flow - ensuring key demands and urgent requirements are met.
• Ad hoc duties as required

Workplace Health and Safety

• Comply with any reasonable instructions given by the employer, supervisor or controller
• Adhere to all reasonable policies and procedures in place relating to workplace health and safety

Relationship Management

Build and maintain effective relationships with:

Internal

• Warehouse Manager & Warehouse Team
• Supply Chain Team
• Retail Team
• Marketing, Sales, Training and Merchandising departments

External 

• Retail customers & consumers
• Courier companies & freight forwarders
• Other suppliers as applicable

Skills and experience

• Previous customer service experience in cosmetics industry advantage
• Strong passion for providing excellent customer service
• Excellent interpersonal skills – able to build strong relationships across all levels within the organisation and with external suppliers
• Effective, precise and strong communication skills – written/verbal
• PC literate, Proficient knowledge of Microsoft Office applications, including Word and Excel
• Exceptional problem solving skills and an openness to learning
• Strong work ethic, sense of urgency, a can-do approach
• Reliable/helpful, a friendly attitude, proactive

Only short listed candidates will be contacted.