L'Oréal USA
LUXE Supply Chain
[Specialist II – Customer Service]

Job Title:  Specialist II

Function: Customer Service/Account Specialist/Account Supply Chain

Division: LUXE

Location: Monmouth Junction NJ

FLSA Status: Non-Exempt

 

JOB SUMMARY

Providing the highest level of service to our retailers is essential to the success of the organization. The main responsibility of this position is to efficiently manage the order process from receipt thru shipment. This role is responsible for identifying inefficiencies and proposing/implementing solutions thru analysis.  The employee in this position is expected to independently manage their account(s) becoming an expert while understanding the impact their role has on the organization as a whole.

TASKS, DUTIES & RESPONSIBILITIES

Core Responsibilities

• Manage order lifecycle from receipt thru shipment; inclusive of SAP transactions, data analysis, decision making, alternative option recommendations, root cause analysis/investigation, follow up and follow thru of open items
• Take responsibility for customer satisfaction exceeding internal and external customer needs by utilizing a collaborative approach to build and maintain relationships and focus on priorities while under pressure
• Actively communicate as the liaison between internal and external contacts including retailers, sales admin, field sales, key account directors, finance, inventory management, transportation, retail collaboration, I&C, credit, deductions, receiving, returns and distribution to ensure order process efficiencies
• Gain an in depth knowledge of the retailer and their supply chain requirements/network including, but not limited to, the following to be the internal advocate for and to maintain a proactive approach to managing the account:
  • Account ways of working (order placement timing, special pricing needs etc)
  • Order/shipment cadence
  • Promotional Calendars
  • Transit Times
  • Routing Guidelines
  • Shipment requirements
• Proactively identify and drive improvements by conducting root cause analysis of pricing discrepancies, order blocks, service rate, cost (etc.) and independently suggesting as well as implementing new ideas
• Communicate effectively and confidently both verbally and in writing to command attention and respect from the recipient. Engage in healthy conflict to drive resolutions.
• Build collaboration within the team to drive the sharing of information and best practices

Day-to-Day Activities

• Create and distribute daily reports shared with the team and management
  • Appropriate action taken from analysis of received reports
• Maintain accounts inclusive of order release, order block investigation, order shipment confirmation, lead time adherence and management of expedite requests
• Collaborate with Inventory Management to achieve optimal service level on promotions, resolve order blocks, investigate cuts and product availability
• Management of Month end order cycle to help in the execution of sales goals
• Communicate and work with the DC and transportation regarding status, priority and expedited orders
• Participate in Weekly/monthly calls with sales to review account status, upcoming promotions, troubleshoot challenges and discuss process improvement possibilities
• Drive projects and initiatives to gain efficiencies and streamline processes

JOB REQUIREMENTS

• College degree or equivalent work experience required
• Minimum 1+ year(s) of experience in supply chain or related field preferred
• Proficient in Microsoft Suite with a focus on Excel
• Strong analytical skills
• Excellent communication, interpersonal and organizational skills
• Enthusiasm to work in a fast paced, team oriented environment
• Ability to prioritize and handle multiple projects independently, simultaneously and with strong attention to detail
• Ability to present data collected and analyzed to management and above
• Dependable and reliable self-starter
• Ability to seek effective and efficient ways to achieve results
• Understanding when issues need to be escalated and provide summarized information to suggest/enable decisions

Ask us about L’Oreal’s workplace flexibility programs.

We are an Equal Opportunity Employer and take pride in a diverse environment. We do not discriminate in recruitment, hiring, training, promotion or other employment practices for reasons of race, color, religion, gender, sexual orientation, national origin, age, marital or veteran status, medical condition or disability, or any other legally protected status.

If you require a reasonable accommodation to complete an application for a recognized disability under applicable law, please email [email protected]. Please note this email will only respond to specific requests for assistance completing the application as a request for accommodation for a disability. All others will not be considered.