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.

The Body Shop, along with Aesop and Natura, is part of Natura & Co, a global, multi-channel and multi-brand cosmetics group that is committed to generating positive economic, social and environmental impact. Group owner Natura is Brazil's number one cosmetics manufacturer. Sustainable development has been the company's guiding principle since it was founded in 1969. In fact, this is an incredibly exciting time for The Body Shop. We’re fighting for what we believe in now more than ever. No holding back. Breaking the mould has always come naturally to us, and we need someone who’s not afraid to mix things up.

**Your role in a nutshell**:
Purpose of role:

- Act as the first point of contact for markets on supply-related queries.
- Build and maintain relationships with markets and internal stakeholders
- 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 Orders 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
- Maximizing service levels (order fulfillment) through analysis of open order status, and working with the supply planning team

**More about the role**:
Key Job Accountabilities:
Customer Care
- Act as the first point of contact for markets on supply-related queries.
- Build and maintain relationships with markets and internal stakeholders
- Ensuring processing of market orders from HF Portal to OBM is in accordance with the market requirements, regulatory standards and within the shipping schedule - registration, pricing, supply site, article, pack size, and HF Portal mapping table.

**Registration**
- Clear Idoc failure from HF Portal due to article status 90, credit block, etc
- Pre-check with markets on article registration status and request regulatory to update the listing accordingly.

**Pricing**
- Ensure commercial team load pricing in the system for orders to be processed

**Reporting and Task Management**
- Communication of fulfillment status, open order reporting, and cross lines report (if any).
- Managing ad hoc order requests from markets and working with supply planning on fulfillment.
- 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, and commercial queries.
- Market Sub Chain Management for Hard Launch products.
- Bank documentation processing for high-risk markets.
- Follow up with Commercial Team on the validation of discrepancy claims on pricing.
- Logging shortages, overages, and 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

**What we look for**:
**Experience**:

- Experience in a customer care position in a supply chain or retail environment.
- Knowledge of order management processes/supply chain.
- Ability to process a large amount of data accurately and efficiently to analyze and present to markets
- Attention to detail and accuracy
- 3PL Management experience preferred but not necessary
- Knowledge in SAP S4 SAP Basics (Create and Maintain Sales Orders, Open/Backlog Sales Order Management) preferred but not necessary

**Qualifications**:

- Diploma/Degree in Supply Chain / Logistics Management or relevant aspect

**Competencies required**:

- Fluent spoken and written English
- Ability to build and maintain relationships with markets and internal stakeholders.
- Advanced Excel knowledge
- Strong analytical and data interpretation skills with attention to detail
- Ability to process large amounts of complex and sensitive information accurately and efficiently in high-pressure situations.
- Ability to coordinate and work with multiple parties and respond to changing business priorities independently
- Knowledge of supply chain concepts will be an added advantage

**Talent Drivers**:

- Collaborative Skills
- Purpose
- Personal Conduct
-