utlise les donne de cette job description ne reecris rien duTRE, met le en forme pour un posting: ABOUT COTY 
We are Coty, one of the world’s largest beauty companies with an iconic portfolio of brands across 
fragrance, color cosmetics, and skin and body care. Coty is the global leader in fragrance and number 
three in color cosmetics. Coty’s products are sold in over 150 countries around the world. Coty and its 
brands are committed to a range of social causes as well as seeking to minimize its impact on the 
environment.
THE ROLE 
The Senior Customer Service Representative is the first point of contact for customers across multiple 
markets, delivering exceptional service and resolving inquiries efficiently. This role involves handling a 
wide range of complex customer issues, delivering exceptional service and resolving enquiries efficiently, 
whilst working collaboratively with Supply Chain teams.
Key Success Measures 
 
• Service Level Agreement compliance.
• Fill Rate on Time % and Errors.
• Delivery Cycles.
• Order Accuracy Rate.
• Customer Satisfaction Score.
• Completion of mandatory training programs.
• Average Handle Time
Core Responsibilities 
 
• First level Customer and Commercial care and support, in local language, responding promptly and 
professionally to customer enquiries via multiple communication channels, providing information 
and resolving complex issues, as required.
• Lead the resolution of escalated issues, troubleshoot complex problems and provide innovative 
solutions to customers. 
• Order management of all order types to invoice for customer groups, ensuring invoices are stored 
appropriately.
• Synchronize daily operations with Planning and Logistics to ensure optimization of product and 
requested delivery dates are met and track actual delivery dates of customer orders with 
Transportation teams.
• Provide order and volume insights to Planning, Logistics and Transportation.
CS003/xxxx/Market: Customer Service/December 2024
• Ensure procedures and documentation are followed and provide suggested improvements to 
leaders, considering reoccurring customer issues or trends that you have identified. 
• Document customer interactions within the relevant systems. 
• Coordinate with SSC Credit Management for blocked orders, escalating when the release schedule 
is not met.
• Management of returns and refusals including analysis, processing and follow up in coordination 
with SCC).
• Revenue recognition: provide documentation as needed during month end revenue recognition 
reconciliations.
• Provide information to the Customer Service Manager (Hub) and Customer Service Manager (Market) 
for DDS meetings in both the Hub and local markets. 
• Adherence to the standard operating model defined, following accurately the standards established 
and described in SOPs and Working instructions documentation available.
• Provide information and input for daily, monthly and/or yearly internal and external audits.
• Participate in team meetings, training sessions, and performance reviews to continuously enhance 
skills and performance.
• Coach and train Customer Service Representatives as necessary on systems and processes and 
support with the onboarding of new starters.
• Lead team projects and initiatives as required.
• Lead shifts, facilitate team meetings and deputise for the Customer Service Manager as required.
KEY INTERFACES 
• Customer Service Managers in the Hub and in the local market.
• Local market sales representatives.
• DRPs.
• Logistics and Transformation teams.
• External customers.
• Data Analysts.
• SSC
ESSENTIAL SKILLS & EXPERIENCE 
• Degree (or equivalent work experience) in a Supply Chain, Customer Service or Business 
Administration discipline.
• Customer Service experience with a strong track record of resolving diverse, and complex, issues.
• CRM or other advanced Customer Service software user.
• Technical understanding, and proficiency, of SAP for order processing and query management.
• Strong analytical skills.
• Effective communication skills.
• Fluency in the local market language (English, French, Italian, Dutch or German).
• Fluency in Microsoft Office.
• Delivering results.
• Working to deadlines.
• Working as part of a team