Customer Care Executive

Purpose of the Role:

• Manage the efficient and accurate execution of wholesale orders from franchisees, acting as the primary point of contact for markets on supply-related queries.
• Build and maintain strong relationships with both markets and internal stakeholders, ensuring market orders are processed in line with requirements, regulatory standards, and shipping schedules.
• Monitor orders from processing through to despatch, address discrepancies or delays, and resolve post-despatch issues such as QC claims and shipment discrepancies.

Key Job Accountabilities:

Customer Care

• Act as the first point of contact for market supply-related queries.
• Build and maintain strong relationships with markets, committed to providing high-quality service.
• Collaborate effectively with internal stakeholders to meet objectives and ensure smooth operations by managing and resolving queries promptly.
• Accurately and timely process market orders.

Order Management

• Order receipt: Verify order accuracy for both forecasting and non-forecasting markets. Handle ad-hoc market orders and request for supply availability checks.
• Registration: Check with markets on registration status and coordinate with master data team for updates in system.
• Pricing: Work with commercial team to update pricing in system for order processing.
• Data integrity: Maintain data accuracy, including managing substitutions, OTC change, discontinuation lines, and deployment.
• Order Process: Process orders in line with market requirements, regulatory standards, and shipping schedules.
• Order Tracking: Review opportunities to fulfill backorders and track backorders hitting M+3.
• Service levels: Drive improvement in order fulfillment to meet KPIs.
• Reporting: Communicate fulfillment status, open order reports, FSS reports, and cross-line reports to markets.
• Post-Despatch Support: Handle post-despatch inquiries, address shipment discrepancies, and validate claims for QC, shortages, overages, and damages.

Task & Process Management

• Process bank documentation for high-risk markets.
• Prepare for and attend monthly market S&OP for top 4 markets.
• Conduct regular check-ins with smaller markets to resolve queries and offer support.
• Handle air freight requests with shipping team and markets.

Working Relationships & Interfaces

Internal

• BSI DC01
• APAC Data Process
• APAC Forecasting
• BSI Commercial
• APAC BM
• APAC Finance
• BSI Finance
• BSI Global Master Data
• BSI Regulatory

External

• Franchise Markets

Other

• Responsible for maintaining the ethical standards of The Body Shop including minimising environmental, health, and safety risks in the workplace.

Experience:

• 1 to 2 years of experience in a customer care position in a supply chain or retail environment.
• Knowledge of order management processes/supply chain.

Qualifications:

• Diploma/Degree in Supply Chain/Logistics Management or relevant aspect.

Competencies required:

• Fluent in both spoken and written English.
• Ability to build and maintain relationships with markets and internal stakeholders.
• Advanced Excel knowledge.
• Strong analytical skills with attention to detail.