Customer Care Executive

Key Job Accountabilities:

Customer & Order Management

Act as a dedicated partner for our clients, ensuring seamless and accurate execution of the end-to-end Order-to-Cash (O2C) cycle
Build sustainable relationships and trust with clients through personalized and interactive communication.
Respond promptly to customer inquiries via multiple channels and ensure follow-up until resolution.
To optimize service level and ensure regulatory compliance for all products before shipment
Collaborate closely with Physical Distribution and Transport teams to coordinate order scheduling and transport capacity planning, ensuring timely delivery and optimal logistics execution
Partner with Credit Manager to identify any credit risks and to implement corrective actions.
Enforce the credit policy and the application of our sales terms and conditions in term of payment deadlines, through follow up & reminders of the bills payment.

Claims and Dispute Management

Record, analyze and follow up on dispute situations (Claims & Return Management) in accordance with Internal Policies within the committed timeline.
Proactively troubleshoot non-routine issues and propose corrective measures to improve order-to-cash processes.

Reporting

Prepare and submit regular Order and Claims reports accurately and on time as required by line management
Proactively communicate towards the hierarchy in case of problems and implement adapted corrective actions

Process improvement

Collaborate with cross functions/regions to lead or participate in the implementation of projects to drive order-to-cash process improvements for both the clients and team
Participate to the training of new collaborators and transfer knowledge and know-how of the job

Requirements:

More than 5 years’ experience in the customer service, logistics and supply chain, experience in FMCG industry is a plus.
Excellent Customer Service skills including interpersonal communication skill, relationship management, negotiation skill and proactive to collaborate cross function.
Responsible working attitude and excellent team player with proven ability to collaborate effectively in a team-oriented environment.
Anticipates business activity and acts proactively.
Ability to handle complexity and work under pressure.
Continuous improvement mindset like standardization, process optimization.
Fluent in oral and written communication in English.
Knowledge of SAP is a plus.

L'Oréal