Account Specialist- Customer Operations
Princeton, New Jersey, United States

Job Summary

Occupation Customer Service
Specialty Account Management Specialist
Location 08852, Monmouth Junction, New Jersey, United States
Visa Sponsorship No

Job Description

Last Update: 1/11/24
L'Oréal USA LUXE Supply Chain [Specialist II Customer Service]
Job Title: Specialist II
Function: Customer Service/Account Specialist/Account Supply Chain
Division: LUXE
Location: Monmouth Junction NJ
FLSA Status: Non-Exempt

Providing the highest level of service to our retailers is essential to the success of the organization. The main responsibility of this position is to efficiently manage the order process from receipt thru shipment. This role is responsible for identifying inefficiencies and proposing/implementing solutions thru analysis. The employee in this position is expected to independently manage their account(s) becoming an expert while understanding the impact their role has on the organization as a whole.
Core Responsibilities

Manage order lifecycle from receipt thru shipment; inclusive of SAP transactions, data analysis, decision making, alternative option recommendations, root cause analysis/investigation, follow up and follow thru of open items
Take responsibility for customer satisfaction exceeding internal and external customer needs by utilizing a collaborative approach to build and maintain relationships and focus on priorities while under pressure
Actively communicate as the liaison between internal and external contacts including retailers, sales admin, field sales, key account directors, finance, inventory management, transportation, retail collaboration, I&C, credit, deductions, receiving, returns and distribution to ensure order process efficiencies
Gain an in depth knowledge of the retailer and their supply chain requirements/network including, but not limited to, the following to be the internal advocate for and to maintain a proactive approach to managing the account:

Account ways of working (order placement timing, special pricing needs etc)
Order/shipment cadence
Promotional Calendars
Transit Times
Routing Guidelines
Shipment requirements

Proactively identify and drive improvements by conducting root cause analysis of pricing discrepancies, order blocks, service rate, cost (etc.) and independently suggesting as well as implementing new ideas
Communicate effectively and confidently both verbally and in writing to command attention and respect from the recipient. Engage in healthy conflict to drive resolutions.
Build collaboration within the team to drive the sharing of information and best practices

Day-to-Day Activities

Create and distribute daily reports shared with the team and management

Appropriate action taken from analysis of received reports

Maintain accounts inclusive of order release, order block investigation, order shipment confirmation, lead time adherence and management of expedite requests
Collaborate with Inventory Management to achieve optimal service level on promotions, resolve order blocks, investigate cuts and product availability
Management of Month end order cycle to help in the execution of sales goals
Communicate and work with the DC and transportation regarding status, priority and expedited orders
Participate in Weekly/monthly calls with sales to review account status, upcoming promotions, troubleshoot challenges and discuss process improvement possibilities
Drive projects and initiatives to gain efficiencies and streamline processes


College degree or equivalent work experience required
Minimum 1+ year(s) of experience in supply chain or related field preferred
Proficient in Microsoft Suite with a focus on Excel
Strong analytical skills
Excellent communication, interpersonal and organizational skills
Enthusiasm to work in a fast paced, team oriented environment
Ability to prioritize and handle multiple projects independently, simultaneously and with strong attention to detail
Ability to present data collected and analyzed to management and above
Dependable and reliable self-starter
Ability to seek effective and efficient ways to achieve results
Understanding when issues need to be escalated and provide summarized information to suggest/enable decisions

Ask us about LOreals workplace flexibility programs.
We are an Equal Opportunity Employer and take pride in a diverse environment. We do not discriminate in recruitment, hiring, training, promotion or other employment practices for reasons of race, color, religion, gender, sexual orientation, national origin, age, marital or veteran status, medical condition or disability, or any other legally protected status.

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