CUSTOMER SERVICE REPRESENTATIVE FOR ACTIVE INGREDIENTS M/W

Reference
NC-22122021-149
Type of contract
Permanent
Field
Cosmetic Active Ingredients
Level of experience
1st experience (2-5 ans)
Place
New York
Open to disabled people
Yes
Poste opened to diversity
Yes
Estimated date of hiring
As soon as possible

About Us

For us, each person's potential contributes to everyone’s success

You don’t give your all for over seventy years without a good reason. At Expanscience, we are a mission-driven company, and our purpose is to help individuals shape their well-being, from the youngest to the oldest. It’s what inspires our 1,000 employees to move forward, carry out research and innovate, every single day! Independence is our lifeblood. We’re a French company that is 100% family-owned, with products in over 100 countries (from brands like Mustela and Piasclédine 300). Our positive impact on society and the environment has been recognized by the B Corp label, and we commit to being a company that’s better for the world. Better for our employees, too! We believe that each person's potential contributes to everyone’s success: sharing expertise, encouraging innovation, fostering initiative – that's how we help you to develop so that we can move forward together. Since we’re convinced that there’s a strong link between professional well-being and individual and group performance, we also implement an ambitious program of quality of living at work.

Our quick CV

Identity

  • French company founded in 1950
  • With sites in Paris (head office), Epernon (production and R&D labs) and throughout the world (14 subsidiaries)

Businesses

  • Dermo-Cosmetics (Mustela, Babo Botanicals)
  • Rheumatology (Piasclédine 300, etc.)
  • Dermatology (Effizinc, etc.)
  • Cosmetic Active Ingredients
  • €287.2 M turnover in 2021, including 74% from international sales

What differentiates us (non-exhaustive list!)

  • Our B Corp certification recognizes our positive impact on society and the environment
  • By 2030, our “impACT” CSR program will enable us to become a company with a positive, regenerative influence
  • 99/100: our grade on the gender parity index for 2022
  • 93% of employees are satisfied with working for us (2021 internal survey)
  • We commit to contributing to planetary climate goals by 2030 with our Mustela brand and our cosmetic active ingredients business

And also: In 1982, we created the Mustela Foundation, within the Fondation de France network, to support child development and parenting throughout the world.

For all the other good reasons to join us, visit our careers page at: https://www.expanscience.com/fr/talents/offres-demploi

 

Missions

The Position Summary

Customer Service Representatives are responsible for order management from our NA Active Ingredients. This includes all aspects of a customer’s order starting with answering telephone calls, responding to emails of approx 100 per day, proactively sending customers confirmation and notifications, order processing, following order through billing process, arranging freight rates for customers, setting up and maintaining customers contacts in our ERP (Quickbooks & Sage) system, sending stocking needs, sending COA’s & SDS’s to customers and warehouse, communicating with sales regarding order status, handling customer complaints, and investigating short payments on invoices. The role requires extensive proactive communication with customers, the sales team, logistics and the management team.

Job responsibilities:
• Answer telephone and emails respond to customer needs, and internal employee’s needs.
• Build effective communication lines and relationship with your customers as to develop a good understanding of how to support their needs.
• Order processing - includes taking the order via email or phone call, entering the order into our ERP System and adequate follow through on orders until shipped and billed. This includes communication to customers and sales team on order updates and status changes to their orders.
• Review of customers PO instructions and updating this in our ERP System under Customer Remarks.
• Trouble shooting when any customer issues are communicated and work with account manager to decide upon a resolution to the problem and follow through.
• Communicate with and build a team relationship with Sales Team and Warehouse
• Communicate with account manager to ensure urgent orders are released from credit hold.
• Enter direct ship orders and properly communicate with warehouse, sales and management
• Handle customer complaints including documentation and corrective and preventative action
• New Customers & Products – Set-up new customers and products into all ERP systems
• Ensure all forecasts are entered correctly into appropriate ERP systems
• Weekly reconciliation of inventory with ERP systems and warehouse
• Communicate with Pricing Team to set up new products and pricing in ERP.
• Continuously work to improve order entry related processes in order to raise service levels, reduce errors and increase efficiencies.
• Perform other functions of the customer service department as needed.
• Build effective communication lines with supply chain, logistics and the sales team.

Profile

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• 3+ years previous work experience in customer service or related area, with job responsibilities related to the above listed duties and responsibilities.
• High school graduate or equivalent; college degree preferred.
• Experience with order entry into a ERP system.
• Knowledge of freight terms and chemical packaging a plus.
• Good PC hardware and MS Office software skills, especially with excel.
• Experience with order entry into a ERP system.
• Ability to read, analyze, and interpret general business correspondence.
• Effectively present information as necessary in written and spoken form.
• Good basic math skills.
• Able to maintain confidentiality on sensitive issues.

Key Strengths:

• Detail-oriented and well organized.
• Ability to multi-task and handle a high volume of work load with attention to detail at all times.
• Self-motivated, honest, dependable and a high level of integrity.
• Superior interpersonal skills.
• Good telephone skills.

Apply online
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