Customer Service Specialist

at  Helen of Troy

We have a temporary (3 months) opening for our EMEA (Europe Middle East & Africa) Headquarters in Bussigny, Switzerland for a:

ABOUT US

Many of our products rank as #1 brand in their category- we are proud to be market leaders. Behind all these achievements stand exceptionally talented and passionate associates. We are a dynamic mid-size multinational company that offers challenges and opportunities equal to your talents and abilities. Our 15+ locations elicit unique team cultures; our powerful brands are marketed in approximately 75 countries.
If you want to join us on this journey you can find out more on www.helenoftroy.com/emea. You can also find us on our career website https://careers.helenoftroy.com/home or on LinkedIn, Glassdoor, Facebook, Instagram and Twitter.

SOUND LIKE A PERFECT FIT?

If you’re seeking an exciting professional position in a dynamic international environment and be empowered to inspire fresh ideas, then Helen of Troy wants to get to know you!
Next Steps: We will ask you to complete a quick survey as we would love to get to know you by learning more about your experience and skills. If your application is selected, we will reach out to you ASAP for a first informal introductory call.

ABOUT THE ROLE

The CS Specialist manages the Customer Service Operations of B2B customers based in Europe. They handle customers’ orders, returns and claims, and are the key contact of 3PL/Warehouse, ensuring orders are prepared and delivered on time and in quality.
This role plays a key part in logistics & transport success, with close communication with 3PL & customers, to enable on-time deliveries and minimal penalties from customers due to incompliance.

WHAT YOU’LL DO IN THE ROLE

• Customer Purchase Order Review: SKU’s, Quantity, Pricing, Delivery Method, etc.
• Order processing in Helen of Troy ERP system (Oracle).
• Stock availability check following allocation process ensuring delivery date confirmed is realistic.
• Plan number of trucks for large orders, based on pallets count.
• Follow up order preparation & collection, on-time, and in-quality. Close communication with 3PL to ensure successful delivery.
• Generation of shipping documents: pro-forma Invoices, picklists, etc.
• Handle customers’ complaints, provide appropriate solutions and alternatives within time limits and follow up to ensure resolution.
• Manage defective returns and issue credit notes.
• Close work with 3PL/warehouse on VAS (Value-added services) activities, solve potential challenges and look for efficiencies opportunities.
• Participation in projects and lead continuous improvement initiatives aiming to improve CS process.

WHAT WILL HELP YOU DO THE JOB WELL

Essential:

• CFC Customer Service Agent or equivalent
• 3 to 5 years of related experience
• Knowledge in logistics and transportation
• Above-average proficiency in relevant software programs, especially MS office (Word, Excel, PowerPoint, Outlook…)
• Fluent in English (spoken and written), French a plus.
• Excitement about joining a midsize yet growing company with fast-growing brands!