analyze this cv, job description and my notes and complete the questions

CV
Languages
NICOLE SCHWARTZ
Customer experience
Experience
Dynamic and detail-oriented professional with a background in order
management and customer service. Fluent in English and Spanish, I excel in
building relationships, resolving issues, and enhancing customer experiences.
Experienced in logistics and back-office operations, I thrive in collaborative
environments and leverage creative problem-solving to optimize processes.
Passionate about delivering exceptional service and driving operational
efficiency.
<PRESIDIO_ANONYMIZED_EMAIL_ADDRESS>
<PRESIDIO_ANONYMIZED_PHONE_NUMBER>
Barcelona
Contact
Education
Skills
Graphic design
Universidad Rafael Belloso Chasin
Venezuela
English
Spanish
Customer Relationship
Management: Cultivate strong
relationships to boost satisfaction
and retention.
Bilingual Communication: Engage
empathetically in both English and
Spanish to foster effective
customer interactions.
Analytical Problem Solving: Assess
issues, pinpoint root causes, and
enhance the overall customer
experience.
Cross-Functional Collaboration:
Partner with diverse teams to
ensure accurate and timely
customer information.
Effective Time Management: Excel
at multitasking, prioritizing tasks,
and meeting tight deadlines.
<PRESIDIO_ANONYMIZED_URL>
Manage back-office operations related to order entry and validation processes
for global clients, ensuring compliance with the "order to cash" cycle and
delivering excellent customer service.
Review and communicate with clients regarding order status, delivery
information, and any issues related to stock.
Handle SAP order entry, manage delivery data, and resolve any discrepancies
to ensure smooth order fulfillment.
Collaborate closely with internal teams (logistics) to unblock orders, address
delays, and resolve transportation issues.
Provide information and resolve issues related to delivery delays and out-ofstock products, maintaining high customer satisfaction.
Order Entry Executive
Puig
Apr 2024 - Present
Delivered technical support to customers and colleagues, troubleshooting
issues and providing effective solutions to improve service quality.
Conducted service quality reviews, identifying process inefficiencies and
implementing changes to enhance customer satisfaction.
Managed order fulfillment, returns, and refunds to maintain optimal customer
relationships and operational flow.
Coordinated cross-functional efforts to streamline order and logistics
processes, improving response times and reducing delivery issues.
Back office Specialist
Webhelp - Levi Strauss & Co.
Sept 2021 - Apr 2024
Engaged with customers in both English and Spanish to resolve issues, answer
queries, and provide product information, ensuring high satisfaction levels.
Proactively handled complaints, working swiftly to resolve issues related to
orders, deliveries, and product inquiries.
Collected and analyzed customer feedback, providing valuable insights to the
management team for process improvements.
Collaborated with cross-functional teams to deliver timely updates on order
statuses, stock availability, and delivery schedules.
Customer Service Representative
Webhelp - Stradivarius
Nov 2020 - Sept 2021

job description 

Customer Service Specialist
Barcelona — SPAIN
HomeJoin our teamExplore opportunitiesCustomer Service Specialist
Req ID

94183

Posted

Jan 16, 2025

Function

Other

Location

Barcelona, B, ES, 08000

CUSTOMER SERVICES REPRESENTATIVE

Location: Barcelona, Spain

 

The Customer Service Representative is the primary contact for customers, providing outstanding support and resolving inquiries with efficiency and professionalism. In this role, you will address a variety of customer needs, such as providing product information, troubleshooting issues, and managing service requests, all while ensuring clear and effective communication. Working closely with cross-functional teams, you’ll play a vital role in fostering customer satisfaction and loyalty by upholding service level agreements and company guidelines.

 

 

Your main focus:

 

· Customer Interaction and Resolution: Act as the first point of contact for customer and commercial care, providing prompt and professional support across multiple communication channels (phone, email, chat, etc.).

· Order Management: Handle all types of customer orders from placement to invoicing, ensuring accuracy and efficiency. Manage order rescheduling, back-order management, and invoicing (EDI, PDF, or mail).

· Collaboration with Internal Teams: Work closely with Shared Service Center (SSC) Credit Management to address blocked orders, Planning and Logistics to meet requested delivery dates, and Transportation teams to track deliveries. Provide valuable order and volume insights to these departments.

· Customer Communication: Deliver clear and accurate information to customers regarding orders, delivery statuses, invoices, product availability, pricing discrepancies, and claims. Maintain the company’s tone and customer experience standards while adapting to customer-specific needs.

· Returns and Refusals: Manage returns and refusals, including analysis, approval coordination, and processing with the SSC.

· Issue Resolution and Escalation: Troubleshoot and resolve customer issues efficiently, escalating complex cases to the CS Operations Manager when required.

· Audit Support and Compliance: Provide support for daily, monthly, and yearly audit checks (e.g., OTC22, OTC50), ensuring compliance with company policies and standards.

 

Working for Coty means constant opportunities and change. You will be managing a lot of things at the same time, but this is also what makes it exciting!

 

 

Key success measures for the Customer Services Representative include the following:

 

· Operational Efficiency: Achieve high Fill Rate On Time (FROT) and Order Accuracy rates while ensuring timely delivery cycles and error-free order processing. Support revenue recognition reconciliations and provide accurate data in daily operational updates (DDS).

· Customer Satisfaction: Maintain excellent Customer Satisfaction Scores (CSAT) through efficient, accurate, and professional customer service interactions.

· Training and Development: Complete all required training programs and demonstrate ongoing professional growth and skill enhancement.

· Process Adherence and Improvement: Strictly follow standard operating procedures (SOPs) and work instructions while contributing to continuous process improvements.

 

The Customer Services Representative will liaise with various stakeholders, such as:

 

· BU CS Operations Manager

· BU Sales representatives

· BU Supply planning

· Logistics & transportation

· Customers

· Master data analysts

· SSC

 

YOU ARE A COTY FIT

 

You have strong problem solving skills and have the ability to think quickly & resolve issues effectively. As a Customer Services Representative, you get energy from working in a fast-paced, diverse, and challenging environment.

 

Other than that, we are looking for candidates who:

 

- Have a high school diploma or equivalent (required)

- Bachelors degree in a relevant field (preferred)

- 1-3 years experience in a customer service, support or call center role

- Knowledge & technical understanding of SAP for Order Processing

- Experience with CRM tools (e.g., Salesforce, Zendesk) will be a plus

- Basic fluency/proficiency in English and proficient or native in any of the following languages: Spanish, French, Italian, Dutch, German

- Good communication & interpersonal skills

- Strong MS office skills, especially MS Excel

- Multitasking ability, with excellent time management and organizational skills

 

 

OUR BENEFITS

 

As our Customer Services Representative, some of the benefits you will receive are:

 

· Competitive remuneration and perks will be matched with your experience and knowledge.

· Ticket restaurant (daily diet for meals)

· Company products / Access to the company shop

· Life and accident insurance

 

 

 

RECRUITMENT PROCESS

 

· A screening call with the recruiters

· A first online/in-person interview with hiring managers

· A second interview (optionally)

· Feedback, verbal offer

· Hiring

 

 

ABOUT COTY

 

Coty is one of the world’s largest beauty companies with an iconic portfolio of brands across fragrance, color cosmetics, skincare, and body care. At Coty, we celebrate the entire human kaleidoscope and cultivate a culture of fearless kindness. Therefore, we are proud to be an equal opportunities employer. We do not discriminate against any candidate or employee and strive to be an open, inclusive and diverse workplace where all employees can be their authentic self. Join us in making over the world of beauty!

For additional information about Coty Inc., please visit www.coty.com/your-career.

questions

Candidate Name:  	 
How did the candidate hear about the opportunity:
	LK headhunt
What is your motivation for looking for a 
new opportunity/ applying to Coty?	 
 

 


Education:
	o	 

Previous/Current Company & Position & reason for leaving?
	o	 Temp position , contract ending this month  
Overview of Candidates relevant experience to date:
	 
Technical Skills:




	 
Additional Screening Comments - relevance of Experience, Communication & Soft skills