Analyst, Customer Service

Analyst, Customer Service
LOS ANGELES - UNITED STATES
Summary
REQ ID
75271
POSTED
FUNCTION
Customer Service
LOCATION
Los Angeles - United States

Customer Service Analyst – COTY Professional Beauty 

Calabasas, CA

 

PURPOSE

Our purpose is to celebrate and liberate the diversity of beauty. We challenge convention through invention, expanding our horizons to enrich your reality with possibility. We build brands to inspire and enable our consumers to experience the confidence and joy of expressing their beauty, their way.

 

MISSION AND RESPONSIBILITIES

The Customer Service Analyst is focused on servicing the End to End needs of our customers in the total order to cash cycle. In this role, you will execute standard order, shipping and billing processes to meet customer needs in accordance with Coty requirements. You will also be responsible for leading general issue resolution related to any gaps along the entire process. Collaborative work with all necessary organizations within Coty as well as external companies (carriers, freight forwarders) is also necessary in order to resolve any issues customers may run across. Overall, the CS Jr. Analyst is expected to deliver BIC service to our customer base and in a manner that embodies the Vision/Mission of Coty given the role's external facing nature. 

 

RESPONSIBILTIES:

  • Lead Customer Account service/scorecard reviews
  • E2E logistics account management
  • Support On Time Delivery to customers
  • Partner with Sales teams to deliver customer growth strategies
  • Drive resolution for chargebacks or customer disputes and returns
  • Provide best in class customer service
  • Respond to customers’ calls and inquires in a timely manner
  • Ensure order size optimization and understand order patterns
  • Execute order/billing quality corrections and root cause
  • Handle emergency orders and emergency alternate procedure -Handle inquiries on price, products and promotions
  • Issue reports and follow-up on results
  • Assign correct reason codes for root cause analysis on all KPI's.

 

THE COTY IDEAL FIT

  • Strong communication skills
  • Ability to collaborate horizontally and vertically
  • Results focused
  • Ability to drive change in difficult circumstances
  • Independent thinker who can identify unique solutions and execute
  • Ability to multitask and quickly resolve issues

 

QUALIFICATIONS

  • 3+ years of Customer Service Operations experience
  • Solid technical skills in SAP, Excel and Powerpoint
  • Experience owning measures and improving results
  • Effective oral and written communication skills
  • Aptitude for problem solving
  • Track record of working independently to produce solutions
  • Ability to adapt to changing environment and quickly learn new processes
  • Strong analytical ability with special attention to detail
  • Travel: 0%