Customer Service Senior Executive

Job description

Who we are ?

Pierre Fabre is the 2nd largest dermo-cosmetics laboratory in the world, the 2nd largest private French pharmaceutical group and the market leader in France for products sold over the counter in pharmacies.

Its portfolio includes several medical franchises and international brands including Pierre Fabre Oncologie, Pierre Fabre Dermatologie, Eau Thermale Avène, Klorane, Ducray, René Furterer, A-Derma, Naturactive, Pierre Fabre Oral Care. 

Established in the Occitanie region since its creation, and manufacturing over 95% of its products in France, the Group employs some 10,000 people worldwide. Its products are distributed in about 130 countries. 86% of the Pierre Fabre Group is held by the Pierre Fabre Foundation, a government-recognized public-interest foundation, while a smaller share is owned by its employees via an employee stock ownership plan. 

In 2019, Ecocert Environment assessed the Group’s corporate social and environmental responsibility approach in accordance with the ISO 26000 sustainable development standard and awarded it the “Excellence” level.

Pierre Fabre is recognized as one of the "World's Best Employers 2021" by Forbes. Our group is ranked in the Top 3 in the cosmetics industry and in the Top 10 in the pharmaceutical industry worldwide. 

Your mission

Key responsibilities

·  D2C Order Management
·  Participate in the DTC daily operation(9 stores), manage and supervise daily operations for D2C stores across multiple e-commerce platforms, focusing on monitoring shipping and returns performance.
·  Coordinate and provide on-site of 3PL warehouse to support for KOL livestreaming campaigns during key promotional periods (e.g., 618, D11) to ensure smooth execution.
·  Develop and refine work manuals to standardize daily operations for service providers and 3PL.
·  Organize and lead the monthly DTC KPI review meeting, including generate D2C performance dashboard and prepare persentation decks, review operational KPIs and document action items for ongoing issues and follow up the following actions.
·  Drive process improvements and seek for digital solutions to support business requests.
·  B2B Order Management
·  Assist manager of order to cash process per company’s guideline, main ordering activities include:
· 
-Create and maintain B2B Customer order, and monitor whole ordering process finished, and follow up and handle errors in system till solved.

-Monitor order delivery, from stock allocation, shipment till B2B customer confirm stock receiving with collaboration with planning team and logistic 3PL.

·  Support on credit management at execution level, including invoice delivery, collection status update, co-work with finance / sales team for payment follow up and reconciliation.
·  Customer Management
·  Communicate with customers effectively via email or phone.
·  Follow up abnormal issue and collaborate with cross-functions till issue properly solved.
·  Appropriate handle the requirements and complains from B2B customers per company’s guideline.
·  Collaboration and continuous improvement
·  Search for simplified, efficient, and customer-orientated solutions to optimize order preparation, transportation, and warehouse efficiency.
·  Co-work with commercial team to anticipate and achieve revenue target, co-work with finance on AR, AP issue and follow up when needed.
·  Able to initiate optimization data analysis to make recommendations to leaders which can help team/business continuous efficiency improvement.

Requirements:

·  Customer centric, strategic think and able to drive continuous improvements.
·  Logic thinking, quick learner, initiatives and capabilities of problem solving.
·  Fluent oral English, writing and comprehension are necessary
·  Familiar with ERP system, Experience with Dynamics are referred.
·  3+ years’ relevant experience in customer service or sales operation in FMCG industry, Personal care or Cosmetic are more preferred.

Who you are ?

We are convinced that diversity is a source of fulfillment, social balance and complementarity for our employees, which is why our offers are open to all, without restriction.