Sell In & B2B Customer Associate

L'Occitane en Provence, founded in 1976 in the Provence region of France, is a worldwide brand that offers premium, natural-based, personal care and wellbeing Provencal products and services.
L'Occitane continues to grow, opening several new boutiques nationwide.
L'Occitane seeks to revive the Provencal way of life and traditions through high quality, effective personal care products as a great answer for natural wellbeing.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 labor 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.
Both job descriptions & performance objectives shall explicitly reflect the employee's contribution & impact to the triple bottom-line (people, planet, profit).JOB SUMMARY:
The Sell in and B2B Customer Service Associate will oversee daily operations to ensure exceptional customer satisfaction to all our US and Canada Sell in and B2B customers.
The Sell in & B2B Customer Service associate will be managing customers inquiries, process orders, delivery documents and invoicing accurately following the order management procedure to meet the customer needs.
The Sell in & B2B Customer Service Associate will be collaborating closely with the Customer Service Manager to ensure process documentation and improving customer experience.JOB RESPONSIBILITIES:
Responsible for daily operations of the Sell In and B2B Customer Service department.Customer Communication and ensure Satisfaction:
Interact with customers to address inquiries, resolve issues, and ensure overall satisfaction.Collaborate with sales, supply chain, and warehouse teams to provide timely responses and solutions to customer queries.Address customer complaints, claims, and returns promptly and effectively.Advocate for customer needs and interests within the organization, driving resolutions and improvements where necessary.Order Management and Fulfillment:
Process orders accurately and efficiently, ensuring compliance with customer requirements and internal procedures.Coordinate with internal teams to facilitate timely delivery of products and provide customers with necessary order-related information (e.g., order acknowledgment, delivery notifications, tracking information).Monitor departmental KPIs and align internal operational metrics with customer satisfaction metrics.Process Optimization:
Continuously optimize the order fulfillment process to enhance the customer experience.Collaborate with cross-functional teams to streamline processes, improve efficiency, and minimize errors.Data Management:
Assist in maintaining accurate customer master data, ensuring timely updates and integrity of information.Problem Solving and Escalation management:
Leveraging emerging supply chain capabilities and technology such as EDI to improve customer collaboration and service.Handle escalated customer issues and complaints with professionalism and ensuring timely resolution and customer satisfaction.Team Collaboration and Support:
Provide support and assistance to team members, maintaining a positive work environment and contributing to team success.KEY PERFORMANCE INDICATORS:
% of orders Managed and shipped.Order processing time.Order Fulfillment AccuracyFirst Contact Resolution Rate% Customer Complaint and chargeback.REQUIREMENTS:
Proven record of delivering outstanding customer service support in a team-based setting.Leadership skills, proactive mindset, and effective collaboration with diverse team.Strong/effective communication skillsEDUCATION:
Bachelor's degree in supply chain management, Business Administration, or a related field, or its equivalent from a foreign institution.EXPERIENCE:
1-3 years of experience in Supply Chain Management and/or Customer ServiceSKILLS:
Exceptional verbal and written communication skills with customers.Understanding of B2B businessExcellent organizational and time-management skills in a fast-paced environment with deadlinesAttention to details, with the ability to see the big picture.Ability to multitask and prioritizeStrong problem solving.Strong process management skillsProficiency in SAP ERP system SAP S/4 HanaAdvanced Excel skillsKnowledge of inventory management practices and fulfilment operationsFluent in EnglishPHYSICAL & TRAVEL REQUIREMENTS:
Able to occasionally travel to USL'Occitane North America offers a competitive compensation package and a comprehensive benefit.
L'OCCITANE is an equal opportunity employer.
This means that, when making decisions about our employees' careers with us, our main considerations are their ability to do their jobs and develop in their roles.
One way we cultivate change is by creating a more diverse and inclusive workplace and organizational culture.
As part of this, we are committed to building an environment that is free from discrimination and harassment where everyone feels respected and valued.
We recruit positive-minded people who share our core values:
entrepreneurship, team spirit, leading by example and authenticity - and our commitment to sustainability.
Employment may be subject to verification of references and background check investigation.