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Italy Customer Care Executive

Location: 

Barcelona, B, ES, 08902

Team:  Customer Service
Job type:  Permanent

Puig is a major player in the worldwide fashion and beauty industry. We have a wide portfolio of well-known luxury brands across fashion, fragrance, makeup, skincare, and wellness. Founded more than 100 years ago, Puig is a family-owned company with a long-term commitment to our brands and stakeholders.

The Opportunity

Centralize the relation with the Global Customers and Distributors in the order to cash process (orders, deliveries, returns, claims and bad debt) and solve any issues to achieve the objectives fixed in terms of service and receivables.

What you'll get to do

What you´ll get to doWhat you´ll get to do

 Responsibilities/Key Tasks 

  • Centralize the relation with the Italian Customers in the order to cash process:

  • Review and provide information about the situation of their orders

  • Deal with EDI/ SAP/e-mail orders

  • Review and provide logistic or descriptive information of products

  • Review and provide information about delivery data

  • Inform the customer of the out of stock that affects the orders

  • Review and provide information about invoice data (solve possible invoice issues)

  • Review and provide information about the collection and/or liability situation

  • Maintain a record of the most common issues and problems and their solving degree, so that the customer service is speeded up

 

Tasks within the Order & Delivery management process 

  • Unblock the EDI orders, in EDI workflow and solve the problems to be able to create the sales order.

  • Review and unblock the orders for delivery.

  

Delivery issues/delay management 

  • Modify orders and deliveries

  • Interlocutor with Delivery Monitoring (Logistics) for delivery issues Follow-up and management regarding faults

  • Review and provide info requested by the Customer

  

‘Transport’ management 

  • Group deliveries to be prepared and shipped together to the customer.

  • Transport follow-up with Delivery Monitoring

  • Review and provide info requested by the Customer

  

Invoice management 

  • Review and unblock the orders for invoicing and generate the billing document.

 

 Overdue or Bad debt: 

  • Decision of the action to be taken together with Sales Team and Implementation of the agreed action

  

Claims management 

  • Claim reception and analysis (Check with Commercial conditions, pricing…)

  • Creation of Credit/Debit note in the system

  • Credit / Debit note billing and AR compensation

  • Take care and register customer complaints

 

Customer relationship 

  • Day to day communication

  • Responsiveness, provide solutions to customer requests

  • Analyze and share functional KPIs with customer to detect improvement areas.

 

We'd love to meet you if you have

 

Experience: Minimum 2 years in a similar position

Education: University Degree

Languages: 

  • Italian: native or very fluent

  • English: very fluent

  • Spanish: fluent

 Competencies: 

  • Good communications skills

  • Analytical skills

  • Ability to listen and active problem-solving skills

  • Good interpersonal skills

  • Ability to handle pressure and workload 

Specific Knowledge required:

  •  OTC processes

  • SAP

  • Excel and Powerpoint

 

 

 

We welcome Creators Of All Kinds. If you are unsure of meeting all the requirements but trust you have the transferable skills to excel in this role, complete the application and our teams will get in touch if you are selected for an interview. 

A few things you'll love about us

  • Employee discount on our products
  • Hybrid work policy
  • On onsite gym and restaurant

Puig is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity, sexual orientation, national origin, ethnicity, age, disability, marital status, veteran status, or any other characteristic protected by law.

At Puig, we are continually looking for enthusiastic and committed individuals from a broad range of backgrounds and experiences to join our team. We believe that creating an inclusive environment in which you feel welcomed, valued, engaged, and empowered strengthens our business and fosters a culture where we are inspired to work hard, challenge ourselves, and be innovative in our thinking. Additionally, we believe that the diversity of our employees makes us a stronger company and better able to serve our customers around the world.
Job Req ID:  30742

 

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