Customer Service Executive

The Opportunity:

As a Customer Service Executive, you will play a pivotal role in managing the day-to-day operations of the Customer Service Department, while also overseeing the Order to Cash process with our retailers. You will be responsible for managing customer relations, resolving issues, and implementing continuous improvement processes to optimize efficiency and achieve departmental objectives.

What you’ll get to do:

• Manage the relationship and communication with customers and internal departments for all Order to Cash processes tasks.
• Monitor the status of orders, identifying and resolving any financial, commercial, or stock-related issues to ensure timely order processing and delivery.
• Oversee returns processing by the warehouse, ensuring accurate handling and issuance of credit notes.
• Manage claims and deductions received from retailers, resolving disputes and discrepancies promptly.
• Monitor overdue debt and initiate appropriate actions, including sending Statements of Account (SOA) and coordinating with Finance for collections.
• Review pricing conditions and customer master data for accuracy and consistency.
• Implement and enforce standard operating procedures (SOPs) to streamline processes and improve efficiency.
• Lead and mentor the customer service team, fostering a culture of excellence, collaboration, and continuous improvement.
• Collaborate with cross-functional teams, including Sales, Finance, and Logistics, to drive alignment and achieve departmental objectives.
• Respond promptly to customer inquiries via phone, email, chat, or social media platforms.
• Provide accurate information and assistance to customers regarding products, services, orders, billing inquiries, and general inquiries.
• Resolve customer complaints effectively and efficiently, aiming for first-call resolution whenever possible.
• Document all interactions with customers accurately and thoroughly in the CRM system.
• Continuously strive to improve the customer experience by identifying recurring issues and suggesting process improvements.
• Stay updated on product knowledge, company policies, and industry trends to provide accurate information to customers.
• Meet and exceed performance goals related to customer satisfaction, response time, and resolution time.

We’d love to meet you if you have:

• Bachelor's degree or equivalent years of experience preferred.
• 2-5 years of related work experience in Operational Customer Service, Logistics, or Planning.
• Passion for the beauty industry.
• Customer-focused with a strong commitment to delivering exceptional service.
• Process-driven with a keen eye for detail and a focus on execution excellence.
• Team-oriented with excellent interpersonal and leadership skills.
• Experience with SAP and DCM 360 is a plus, but not required.

Compensation:

As required by New York State's salary transparency law, effective November 2022, the expected base salary for this position ranges from $70,000.00 - $75,000.00. Various factors are considered when extending offers, such as relevant skillset, training, years of experience related to the current job description, education, and our organizational structure. In addition to the base salary, PUIG offers a competitive benefits package that includes health and dental insurance, life insurance, disability insurance, 401K, paid holidays, a generous paid time-off policy, hybrid work environment, and career opportunities within a dynamic team.

EEOC:

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.

Diversity, Equity, and Inclusion Commitment:

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.

About Puig:

Puig creates unique and highly desirable beauty and fashion brands that empower people to reinforce their self-esteem and find their own expression in a family-owned company that aims to leave a better world for the next generation.

Our brand portfolio is structured in three divisions: Beauty and Fashion, with the owned brands Carolina Herrera, Nina Ricci, Paco Rabanne, Jean Paul Gaultier, Dries Van Noten, Penhaligon’s, Byredo, Dr. Barbara Sturm, and L’Artisan Parfumeur; the licenses of Christian Louboutin and Comme des Garçons perfumes; and Lifestyle fragrances, among them Adolfo Dominguez, Antonio Banderas, Shakira, and Benetton. The Charlotte Tilbury division, which includes the luxury makeup brand and the Derma division, with the Apivita, Uriage and Isdin brands. We sell products in 150 countries and operate 26 subsidiaries.

At Puig we honor the values and principles put in place by three generations of family leadership. Today we continue to build on that legacy, through conscious commitments in our ESG agenda (environmental, social, and governance) aligned with the UN Sustainable Development Goals.