Sell In & B2B Customer Associate (Contract)

Born of a simple gesture in 1976, L’Occitane en Provence reveals the living power of flora, where the light of the sun meets the richness of the earth.

With advanced expertise, we turn these natural treasures into sensorial, efficient experiences, as sustainable as possible and profoundly inspired by Haute Provencal nature.

Our culture is built through everyday moments, how we behave, make decisions and show up for each other.

With Trust as our foundation, Curiosity as our compass, Excellence as our standard, we create lasting Impact

for the people around us and our planet.

Job Summary

The Sell in and B2B Customer Service Associate will oversee daily operations to ensure exceptional customer satisfaction to all our US and Canada Sell in and B2B customers. The Sell in & B2B Customer Service associate will be managing customers inquiries, process orders, delivery documents and invoicing accurately following the order management procedure to meet the customer needs. The Sell in & B2B Customer Service Associate will be collaborating closely with the Customer Service Manager to ensure process documentation and improving customer experience.

Job Responsibilities

• Responsible for daily operations of the Sell In and B2B Customer Service department
• Customer Communication and ensure Satisfaction:
• Interact with customers to address inquiries, resolve issues, and ensure overall satisfaction.
• Collaborate with sales, supply chain, and warehouse teams to provide timely responses and solutions to customer queries.
• Address customer complaints, claims, and returns promptly and effectively.
• Advocate for customer needs and interests within the organization, driving resolutions and improvements where necessary.
• Order Management and Fulfillment:
• Process orders accurately and efficiently, ensuring compliance with customer requirements and internal procedures.
• Coordinate with internal teams to facilitate timely delivery of products and provide customers with necessary order-related information (e.g., order acknowledgment, delivery notifications, tracking information).
• Monitor departmental KPIs and align internal operational metrics with customer satisfaction metrics.
• Process Optimization:
• Continuously optimize the order fulfillment process to enhance the customer experience.
• Collaborate with cross-functional teams to streamline processes, improve efficiency, and minimize errors.
• Data Management:
• Assist in maintaining accurate customer master data, ensuring timely updates and integrity of information.
• Problem Solving and Escalation management:
• Leveraging emerging supply chain capabilities and technology such as EDI to improve customer collaboration and service.
• Handle escalated customer issues and complaints with professionalism and ensuring timely resolution and customer satisfaction.
• Team Collaboration and Support:
• Provide support and assistance to team members, maintaining a positive work environment and contributing to team success
  

Key Performance Indicators (KPIs)

• % of orders Managed and shipped.
• Order processing time.
• Order Fulfillment Accuracy
• First Contact Resolution Rate
• % Customer Complaint and chargeback.
  

Requirements

Education

• Bachelor’s degree in supply chain management, Business Administration, or a related field, or its equivalent from a foreign institution.
  
  

Experience & Skills

• 1-3 years of experience in Supply Chain Management and/or Customer Service
• Exceptional verbal and written communication skills with customers, internal partners and team members
• Understanding of B2B business
• Ability to manage and investigate customer chargebacks, with working knowledge of client portals such as Amazon Vendor Central and similar platforms.
• Excellent organizational and time-management skills in a fast-paced environment with deadlines
• Attention to details, with the ability to see the big picture.
• Ability to multitask and prioritize
• Strong problem solving
• Strong process management skills
• Proficiency in SAP ERP system SAP S/4 Hana
• Advanced Excel skills
• Knowledge of inventory management practices and fulfilment operations
• Fluent in English
  
  

L'Occitane en Provence offers a competitive compensation package and a comprehensive benefits package. L’Occitane en Provence is an equal opportunities employer. One way we act on this is by continuously fostering a more diverse and inclusive workplace and organizational culture. We are committed to building an environment that is free from discrimination and harassment, where everyone feels respected, valued, and able to grow. We seek positive-minded individuals who embody our core behaviors - Trust, Curiosity, Excellence, Impact - and who share our commitment to sustainability.

We welcome applications from people of all genders, ages, sexual orientations, ethnicities, background, religions, beliefs, ability statuses, and all other dimensions of diversity. Employment may be subject to verification of references and background check investigation.

If you believe your profile is a good match for this position, we invite you to apply even if you don’t fulfil every single listed qualification.