Customer Service Support
il y a 3 semaines
**CDD - Customer Service Support (H/F)**
***
Le groupe Estée Lauder Companies est l’un des leaders mondiaux dans la fabrication et la commercialisation de produits de beauté, maquillage, parfums et soins capillaires de prestige dans le monde.
Présent dans 150 pays en boutiques en propre, parfumeries, grands magasins, points de vente spécialisés ou e-commerce, le Groupe possède près de 30 marques dont 13 distribuées en France : Estée Lauder, Clinique, MAC, Bobbi Brown, Darphin mais aussi Tom Ford
Le Groupe compte 46 000 collaborateurs dans le monde dont environ 1000 pour la filiale française.
Estée Lauder Companies est à la recherche d’un **Customer Service Support**.
L’objectif principal du poste est de traiter le flux Commande / Livraison / Facturation entre les clients et ELCO mais aussi de construire une collaboration long-terme avec le client et le Key Account Manager sur les aspects supply chain et commerciaux. La personne est en charge du délai de livraison, de la bonne facturation, de la vérification des disponibilités, du suivi des commandes client et est également le premier recours après commande. La personne est responsable du business et de la bonne relation client, autant que le commercial en charge du compte.
Directement rattaché au **Customer Service Supervisor **ce dernier aura les missions suivantes:
**Rôles et Responsabilités**
- Intégration / création / contrôle des commandes de réassort et de lancement
- Communication / Lien avec les KAM et le client sur le pilotage du portefeuille (ruptures, nettoyage open orders)
- Gestion des livraisons hebdomadaires dans le respect des cahiers des charges fournisseurs (en lien avec TNT et Oevel)
- Respect des process et procédures SOX (accord pour les retours, accords pour les modifications de tarifs)
- Accompagnement des KAM / RRDV / Client dans leur respect des process et timing Supply Chain (management indirect)
- Suivi des litiges / retours et de leur résolution dans le respect des règles de procédures internes (fichier de suivi)
- Suivi et communication des différents indicateurs de performance (taux de service, délai) vers les KAM et les clients
- Préparation et participation aux réunions collaboratives KAM / CSR pour faire un point opérationnel sur le client
- Contrôle de la disponibilité produit via les outils standards (SAP, launch file...) et sollicitation Demand Planner si questions
**Interfaces principales**
- KAM : collaboration pour construire la relation client avec lui et contact constant pour partager le bon niveau d’information
- Client : gestion du cycle de commande et collaboration quotidienne
- DSV/Chronopost : suivi des livraisons et résolution de problème si besoin
- CS Oevel : suivi des préparations et expéditions et résolution de problème si besoin
- Event Planner : suivi des lancements pour le client et relance du client pour avoir les commandes
- Demand Planner : collaboration avec le demand planner pour toutes questions relatives à la disponibilité produit
**KPI**
- Customer Fill Rate
- Traitement des litiges on-time
- Livraison on-time
**Qualifications** Profil**:
Background
- Minimum BAC + 4 avec expériences supply chain / Customer Service
Compétences techniques
- Connaissances des notions principales de la supply chain (forecast, distribution, production, ADV)
- Connaissances des environnements business de FMCG, cosmétique, food, B2B,
- Connaissance et utilisation assidue d’un ERP (idéalement SAP)
- Très forte maîtrise de MS Excel (TCD, Recherchev, formule, graphique,)
- Très bonne organisation personnelle (OneNote, gestion des priorités)
Compétences personnelles
- Sens analytique
- Rigueur et organisation
- Très bon relationnel
- Très bonne communication
- Fort intérêt pour le business
- Anglais courant
**Job**: Supply Chain - Corporate
**Primary Location**: FR-Paris
**Job Type**: Standard
**Schedule**: Temps plein
**Shift**: Equipe de jour
**Job Number**: 238156
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