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Posted : Sunday, February 25, 2024 01:23 PM
Function: Supply Chain
Location:
Calabasas, CA, US
Work Arrangement: Hybrid
Position Title: Customer Service Analyst
Location: Calabasas, California, US
Reports to: Michele Lopez, Customer Service Manager
Direct Reports: 0
Scope / Brands: Customer Service Analyst for Professional Beauty
ABOUT THE WELLA COMPANY
Together, WE enable individuals to look, feel, and be their true selves.
Wella Company is one of the world’s leading beauty companies, comprised of a family of iconic brands such as Wella Professionals, Clairol, OPI, Nioxin and ghd.
With 6,000 employees globally, presence in over 100 countries, Wella Company and its brands enable consumers to look, feel, and be their true selves.
As innovators in the hair and nail industry, Wella Company empowers its people to delight consumers, inspire beauty professionals, engage communities, and deliver sustainable growth to its stakeholders.
For additional information about the Wella Company please visit www.
wellacompany.
com.
THE ROLE We are actively looking for a Customer Service Analyst who will demonstrate extraordinary customer service and will embody the Vision of Wella focused on meeting the end-to-end needs of our clients from the initial order placement through the end of the cash cycle.
This role will be responsible for executing standard orders, shipping and billing procedures in accordance with Wella policy requirements, manage process resolution, and collaborate with internal and external cross-functional teams and customers.
You will become the voice of our customers in bringing back insights that will deliver their needs as you build partnerships with them and innovate in a fast-moving salon industry.
KEY RESPONSIBILITIES Create initial order entries and maintain high product and service quality Respond to customer calls and inquiries regarding products, orders, and pricing in a timely manner Ensure order size optimization and understand order patterns Handle emergency orders and alternative procedures for urgent requests Provide support for on-time delivery to customers and handle returns and refusals Issue reports and follow-up on results and participate in internal and external audits Assign correct reason codes for root cause analysis on all KPI's, and drive improvement opportunities based on the root causes Inform customer and sales personnel of reported shortages, damages, transportation updates, and other customer relevant information QUALIFICATIONS Essential: High School degree required, Bachelor’s degree in related field preferred.
SAP, Excel (pivot tables, formulas, functions) experience required Knowledge in Supply Network Operations (or general business background).
Communication skills: Ability to communicate clearly, transparently, concisely, and on a timely basis with leadership and customers Collaboration Skills: Ability to work collaboratively across different styles.
Develop strong partnerships.
Must be able to work well with people not physically collocated Flexible & agile in completing various duties from order entry, financial analysis, issue resolution, and customer query management while also being able to shift priorities due to current activity (promos, volume, month end, etc).
Desirable: Entrepreneurial and critical thinking in a fast-paced industry by making principle based decisions that deliver win-win situations for the company and our stylists.
Strong organizational skills to promptly respond to queries, follow timelines and SOPs to ensure high quality delivering service.
Aptitude for problem solving; proven ability to create, implement and measure new Transparent, inclusive, and collaborative with different personality types, and passionate about helping people.
Partner and influence others effectively is key as there is constant communication with customers and internal partners to deliver on customer expectation.
EEO OPPORTUNITIES We offer equal employment opportunity to qualified individuals without regard to race, religion, color, national origin, age, gender, disability, sexual orientation, gender identity, gender expression, marital status, veteran status, or any other characteristic protected by law.
Wella Company with federal and state disability laws and makes reasonable accommodations for applicants and employees with disabilities.
If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact us at: https://www.
wellacompany.
com/consumer-affairs We strongly believe that cultivating a diverse workplace gives a company strength.
The combination of unique skills, abilities, experiences and backgrounds creates an environment that produces extraordinary results.
EOE Minorities/Females/Protected Veterans/Disabled.
English - Please click on this link to review the Notification of Equal Opportunity Rights poster Español - Por favor, haga un clic en el enlace para revisar el poster de la Ley de los Derechos de Igualdad de Empleo
Wella Company is one of the world’s leading beauty companies, comprised of a family of iconic brands such as Wella Professionals, Clairol, OPI, Nioxin and ghd.
With 6,000 employees globally, presence in over 100 countries, Wella Company and its brands enable consumers to look, feel, and be their true selves.
As innovators in the hair and nail industry, Wella Company empowers its people to delight consumers, inspire beauty professionals, engage communities, and deliver sustainable growth to its stakeholders.
For additional information about the Wella Company please visit www.
wellacompany.
com.
THE ROLE We are actively looking for a Customer Service Analyst who will demonstrate extraordinary customer service and will embody the Vision of Wella focused on meeting the end-to-end needs of our clients from the initial order placement through the end of the cash cycle.
This role will be responsible for executing standard orders, shipping and billing procedures in accordance with Wella policy requirements, manage process resolution, and collaborate with internal and external cross-functional teams and customers.
You will become the voice of our customers in bringing back insights that will deliver their needs as you build partnerships with them and innovate in a fast-moving salon industry.
KEY RESPONSIBILITIES Create initial order entries and maintain high product and service quality Respond to customer calls and inquiries regarding products, orders, and pricing in a timely manner Ensure order size optimization and understand order patterns Handle emergency orders and alternative procedures for urgent requests Provide support for on-time delivery to customers and handle returns and refusals Issue reports and follow-up on results and participate in internal and external audits Assign correct reason codes for root cause analysis on all KPI's, and drive improvement opportunities based on the root causes Inform customer and sales personnel of reported shortages, damages, transportation updates, and other customer relevant information QUALIFICATIONS Essential: High School degree required, Bachelor’s degree in related field preferred.
SAP, Excel (pivot tables, formulas, functions) experience required Knowledge in Supply Network Operations (or general business background).
Communication skills: Ability to communicate clearly, transparently, concisely, and on a timely basis with leadership and customers Collaboration Skills: Ability to work collaboratively across different styles.
Develop strong partnerships.
Must be able to work well with people not physically collocated Flexible & agile in completing various duties from order entry, financial analysis, issue resolution, and customer query management while also being able to shift priorities due to current activity (promos, volume, month end, etc).
Desirable: Entrepreneurial and critical thinking in a fast-paced industry by making principle based decisions that deliver win-win situations for the company and our stylists.
Strong organizational skills to promptly respond to queries, follow timelines and SOPs to ensure high quality delivering service.
Aptitude for problem solving; proven ability to create, implement and measure new Transparent, inclusive, and collaborative with different personality types, and passionate about helping people.
Partner and influence others effectively is key as there is constant communication with customers and internal partners to deliver on customer expectation.
EEO OPPORTUNITIES We offer equal employment opportunity to qualified individuals without regard to race, religion, color, national origin, age, gender, disability, sexual orientation, gender identity, gender expression, marital status, veteran status, or any other characteristic protected by law.
Wella Company with federal and state disability laws and makes reasonable accommodations for applicants and employees with disabilities.
If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact us at: https://www.
wellacompany.
com/consumer-affairs We strongly believe that cultivating a diverse workplace gives a company strength.
The combination of unique skills, abilities, experiences and backgrounds creates an environment that produces extraordinary results.
EOE Minorities/Females/Protected Veterans/Disabled.
English - Please click on this link to review the Notification of Equal Opportunity Rights poster Español - Por favor, haga un clic en el enlace para revisar el poster de la Ley de los Derechos de Igualdad de Empleo
• Phone : NA
• Location : Calabasas, CA
• Post ID: 9103075148
