Customer Service Manager

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Edgewell is not just a company, but a vibrant global community of6,800 visionaries, doers, and makers. Our family of over25 personal care brands serves people in more than50 countries. We are dedicated to infusing joyfulness into every aspect of our work. Our pledge goes beyond our products, with our fundamental value ofPeople Firstguiding us to foster a diverse, inclusive, and respectful environment where every team member can flourish and celebrate our shared achievements.

Position Summary

Customer Service ManagerFrance will lead the market-facing Order Management teams for the business to support the corporate vision of maximizing value to the consumer and providing outstanding service levels to our trading partners through strong collaboration between our customers (internal and external) and our wider supply chain team via effective order management, appropriate financial controls and efficient and responsive Supply Chain processes.

Universal Accountabilities

Customer Service Manager is accountable to the Customer Service Senior Manager South Europe for the effective and efficient delivery of the Order-to-Invoice process, Master Data, Deflator Management and Complaints Management. The manager will also be specifically accountable for the adjustment of day-to-day market-facing Order Management team decision making and partnership with our commercial teams, customers and supply chain colleagues to find the resolution of customer supply chain issues.

Customer Service Manager role includes following responsibilities:

• Lead local Customer Service organization and processes within the framework of the European Customer Service organization to support local business objectives.
• Lead and manage efficiently the full Order-to-Invoice process by implementing best practices for process & organization. Ensure that customer enquiries, claims and complaints are responded in a prompt manner and returns / credit notes are followed up regularly and timely. Monitor and adjust processes and needed skills.
• Order Management – Receipt and entry of orders; communication of the response to the customer; delivery slot booking with the customer/carriers; validation of quantity, pricing and SCR detail; evaluation of product availability; managing/controlling and agreeing with the customer any product substitutions and backorders
• Delivery and Transport – Management of special customer requests (Pick & Pack); follow-up of open deliveries; management of delivery priorities and monitoring of workflows with the 3rd party warehousing provider.
• Returns Management – Receipt of return requests from customers; registration of requests with the 3rd party warehousing provider; processing of return requests in SAP; receipt of the quality check confirmation via EDI from the 3rd party warehouse provider; and issuing of a credit note to the customer.
• Master Data Management: Ensure accurate and timely management of product, customer and pricing master data.
• Execution of critical SOX control processes: regular SOX controls for customer and pricing master data; and month-end closing control of orders, deliveries & invoices.
• Monitor local Customer Services operations and support actions to resolve issues based on service level reports, out of stock root cause analysis and country-specific reports.
• Create strong collaboration in order to support high service levels to customers:
• Manage with local Demand / Central Supply Planning and local Sales Management key critical processes like product availability, promotion planning, promotion timing, product phase in/out, co-packing and SLOBS (slow moving and obsolete stocks) depletion.
• Determine product allocation process and priorities with Sales Management and Demand Planning, in alignment with Customer Segmentation models, taking into account customer sensitivity and cost considerations. Provide information internally on product availability and ensure customers are regularly informed regarding product availability issues.
• Manage the integration of new and existing customers with the business through EDI, including coordination of Edgewell colleagues, technical experts from the VAN provider and customer team members.
• Act as the customer facing Supply Chain Representative to support local Sales Management on Supply Chain issues, Logistics Terms and Conditions and make cost of doing business visible through measurement of cost to serve. Lead the scoping, development and creation of logistics improvement initiatives to manage cost to serve, supported by Hub management, market sales and the W&D team.
• Develop Customer Relationships by identifying key-contacts and counterparts with customers. Assess customer systems, procedures and constraints and conduct