Customer representative Export

CUSTOMER SERVICE REPRESENTATIVE EXPORT
Location: Barcelona, Spain
ABOUT COTY
We are Coty, one of the worlds 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. Cotys 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 Customer Service Representative Export is the first point of contact for customers across multiple international markets, delivering exceptional service and resolving inquiries efficiently. This role involves managing a wide range of customer issues related to export activities while working collaboratively with Supply Chain teams to ensure smooth operations and customer satisfaction.
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
Provide first-level customer and commercial care and support in local and export markets, responding promptly and professionally to customer enquiries via multiple communication channels, delivering information and resolving issues as required
Manage order processing of all order types to invoice for customer groups, ensuring invoices are stored accurately and appropriately
Synchronize daily operations with Planning and Logistics to optimize product availability and requested delivery dates, and track actual delivery dates of export orders with Transportation teams
Provide order and volume insights to Planning, Logistics, and Transportation
Follow procedures and ensure documentation compliance, proposing improvements based on identified recurring customer issues or trends
Document customer interactions within relevant systems accurately
Coordinate with SSC Credit Management for blocked orders, escalating when release schedules are not met
Handle management of returns and refusals, including analysis, processing and follow-up in cooperation with SCC
Support revenue recognition by providing relevant documentation during month-end reconciliations
Provide information to the Customer Service Manager (Hub) and Customer Service Manager (Market) for DDS meetings at both the Hub and local market levels
Adhere to the standard operating model, following SOPs and Working Instructions precisely
Provide input and data for daily, monthly, and yearly internal and external audits
Actively participate in team meetings, training sessions, and performance reviews to continuously improve skills and performance
KEY INTERFACES
Customer Service Managers in the Hub and local markets
Local and international sales representatives
DRPs
Logistics and Transformation teams
External customers across export markets
Data Analysts
SSC
ESSENTIAL SKILLS & EXPERIENCE
High school diploma or equivalent
Strong analytical skills
Relevant Customer Service experience
Effective communication skills
Fluency in the local market language and English; additional language skills (French, Italian, Dutch or German) are a plus
Proficiency in Microsoft Office
Ability to deliver results and work to deadlines
Team-oriented with strong collaboration skills
Country/Region: ES
City: Barcelona Hub
Coty

Fecha de publicación: 23/07/2025