Customer Care Executive

**The Body Shop**:
When Anita Roddick founded The Body Shop in 1976, she had a vision. Business as a force for good - that’s us. Over 40 years later, we’re proud to be pioneering cruelty-free beauty every step of the way. We’re the original ethical beauty brand. We’ve got a thing for empowering people and enriching our planet. We’re all about keeping it real, in every way possible. Our activist roots remain a huge part of everything we do, from our iconic window posters to our vegetarian products to our infamous campaigns. We’re never afraid to stand up and speak the truth. We like to do things a little differently around here.

**Diversity Statement**

**Your role in a nutshell**:

- The execution of Wholesale Orders from Franchisees - Accurate and efficient processing of market orders, in accordance with the market requirements, regulatory standards and within the shipping schedule.
- Tracking of Order from processing to the point of dispatch; and communicating discrepancies and delays
- Prompt update of current demand into the allocations database and rolling over Open/outstanding orders in IP platform
- Act as the first point of contact for markets on supply-related queries.
- Maximizing service levels (order fulfilment) through analysis of open order status, and working with the supply planning team

**More about the role**:
Key Job Accountabilities:
Order Management
- Ensuring processing of market orders from Head Franchise Portal to SAP OBM is in accordance with the market requirements, regulatory standards and within the shipping schedule - registration, pricing, supply site, article, pack size, Head Franchise Portal mapping table.
- Registration- Pre-check with markets on article registration status and request regulations to update the listing accordingly.
- Pricing- Ensure the commercial team loads pricing in the system for orders to be processed
- Article Master Data: Supply Site, Article Number, Pack Size- Ensure Article Master Data by lines is in order for market orders to be processed in SAP OBM.

Head Franchise Portal Mapping- Ensure Head Franchise Portal mapping table is updated for orders to be processed from Head Franchise Portal.
- Reporting and Task Management- Communication of fulfilment status, open order reporting and cross lines reports (if any).
- Act as the first point of contact for markets on supply-related queries.
- Managing ad hoc order request from markets and work with supply planning on fulfilment.
- Timely updating of Allocations in the database so that outstanding demand can be optimized
- Updating wholesale tracker timely for weekly flash report
- Tracking of backorder hitting M+3 and communicating to markets to replan on the requirement
- Handling Warehouse, forecasting, Franchise Account team, shipping, commercial’s queries.
- Market Sub Chain Management for Hard Launch products.
- Bank documentation processing for high risk markets.
- Validation of discrepancy claims on pricing.
- Logging shortages, overages, damages claims with Data Process as per claims guidelines and procedure.
- Monthly Market Review preparation and meetings
- Handling Air Freight requests with shipping and markets

Other Accountabilities:
- To perform other related duties as assigned or requested.
- Responsible for maintaining the ethical standards of The Body Shop including minimising the environmental, health and safety risks in the workplace and responsible for reporting potential risks, real accidents and near misses to relevant managers.
- Champions, supports and participates in The Body Shop’s Values and Campaigns.

**What we look for**:

- Experience:
- Knowledge of order management processes/supply chain
- Ability to process large amounts of data accurately and efficiently to analyse and present to markets
- Attention to detail and accuracy
- Experience in a customer care position in a supply chain or retail environment would be advantageous
- 3PL Management experience preferred but not necessary
- Sound knowledge in SAP S4: SAP Basics, Create and Maintain Sales Orders, Open/Backlog Sales Order Management, understand Available to Promise (ATP).
- Qualifications:
- Diploma/Degree in Supply Chain / Logistics Management or relevant aspect
- Competencies required:
- Fluent in spoken and written English
- Advance Excel knowledge
- Strong analytical skills with attention to detail
- Ability to manage large amounts of complex and sensitive information in high pressure situations
- Cross-functional influencing skills with ability to coordinate and work with multiple parties
- Knowledge of supply chain concepts will be an added advantage
- Flexible approach to work with the ability to respond to changing business priorities

**Talent Drivers**:

- Collaborative Skills
- Purpose
- Personal Conduct
- Leadership
- Commerciality