Customer Service Coordinator (6-Month Fixed-Term Contract)

The L'OCCITANE Group is a global, natural and organic ingredient-based cosmetics and well-being products maker, producer and retailer. The Group is built on strong values of entrepreneurship, team work, respect and authenticity. It is committed to developing products that are environmentally friendly and sustainable.

The Group has eight brands: L'OCCITANE en Provence, Melvita, Erborian, L'OCCITANE au Brésil, LimeLife, Elemis, Sol de Janeiro and Grown Alchemist.
With a presence in 90 countries, our products are distributing in more than 3,000 stores in the world.

L’OCCITANE Group’s mission is to "empower entrepreneurs and communities to cultivate natural beauty and well-being and regenerate nature”. L’OCCITANE is also committed to sustainability for business, people & the planet, as well as respect of human rights, ethics principles and labour protection. All employees at L’OCCITANE must therefore implement the company’s mission and integrate the social, environmental, economic and legal effects of their actions in their day-to-day job. In practice, this means that any employee at L’OCCITANE shall contribute to growing sales, regenerating nature, caring for our consumers & partners and supporting our employees.

You are infused by a highly collaborative approach and entrepreneurial mindset ? Apply now and join us !

We are looking for a highly motivated Customer Service Coordinator to join our Operations team in Geneva. In this role, you will be the resource point for all communications to and from the sales force – interfacing with marketing, operations and distribution. You will work hand in hand with business & supply chain teams to deliver best in class service by ensuring 360° support with :

• Sell-in processing : orders creation, modification and follow-up
• Internal & external claims management
• Proactive analysis and raising alerts

You will interact with following key stakeholders :

• Customers
• Sales & Marketing teams
• Multisite operations : logistics, transport and global deployment teams

MAIN RESPONSIBILITIES :

1) Manage & Drive sell-in

• Process orders & follow up deliveries, with a focus on minimizing excesses
• Ensure novelties are ordered on time and in full
• Manage out of stocks situations
• Support new ordering system deployment and implementation of new processes
• Provide root cause analysis for missed value and drive action plan
• Sell-in follow-up vs. Budget, alerts to sales team if needed
• Managing credit and debit notes for customers
• Establish strong and client-centric relationship with all key stakeholders, striving to exceed internal and external customers’ expectations whenever possible
• Provide Customer Service for Sales & Marketing teams with regards to tracking orders, obtaining shipping information and handling special requests
• Liaise with Supply teams to ensure optimum product availability in warehouse and order fulfilment

2) Continuous improvement

• Focus on our Group commitments, especially through initiating projects with positive impact on our Carbon footprint (Green Supply Chain): order profile optimization, zero airfreight options etc.
• Track progress, reporting and communicate
• Back-office and client master data handling

• Bachelor or Master’s degree in Logistics or Sales, with at least 2 years’ experience in a similar role
• Fluent in English. Being proficient in French is a plus
• Excellent MS Office / SAP / Data visualization tools knowledge
• Ability to respond effectively and on time to customer requests, with an attention to detail
• At ease with systems and reporting,
• Ability to challenge the status quo and improve existing processes
• Good communication skills with a positive attitude
• Strong collaborative spirit, Agile mindset and customer centricity

WHAT WE OFFER:

• Working for a unique company, strongly committed towards the planet and the people (B Corp certification)
• Working with passionate colleagues coming from all over the world
• A unique culture centered around entrepreneurship, where everyone is expected to collaborate, experiment & move fast
• Internal mobility opportunities
• Monthly allocation & discount for store products
• Attractive Social Insurances coverage
• 5 weeks annual leaves & 3 extra-days offered as public holidays
• Flexible and Hybride Work arrangement
• Attractive Parental Leave Policy
• Public Transport allowance