Customer Care Executive

**JOIN US BE DARING, BE DIFFERENT, BE JUST
At the Body Shop, we run on passion, so it’s no surprise our work culture is unique. A genuinely caring environment where fun, dedication, and entrepreneurship are part of our daily lives. Our people put customers at the heart of the business and think outside the box to deliver innovative strategies. If you are commercially minded with an entrepreneurial and activist spirit, who combine expertise with enthusiasm, **we want you **

We are looking for a **Customer Care Executive **to support our Franchise Markets in APAC. You will act as the first point of contact for markets on supply-related queries. You are expected to build and maintain relationships with markets and internal key stakeholders. You are responsible for the execution of Wholesale Orders from Franchisees ensuring accurate and efficient processing of market orders in accordance with the market requirements, regulatory standards, and within the shipping schedule. You will track orders from processing to the point of dispatch, and communicate discrepancies and delays. It is crucial for you to promptly update the current demand into the allocations database and roll over Open/outstanding orders in IP. You are expected to maximize service levels (order fulfillment) through analysis of open order status, and working with the supply planning team.

**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