Retail Support Specialist

3 weeks ago

Toronto ON, Canada L’OCCITANE Group Full time

JOB SUMMARY:
The Retail Support Specialist is responsible for the communication to and from L’Occitane’s retail stores located in US and Canada as well as Mini Hubs. The Retail Support Specialist is responsible to provide support for the operational training to the retail stores and the identification of process improvements.
The Retail Support Specialist will also maintain a good level of stock across all stores based on a pre-determined KPI as well as reporting monthly on any adjustment type and will help on the mini hubs stock level improvement.
The Retail Support Specialist also participate to the agile group Elite and make sure all promotion are set up properly.
JOB RESPONSIBILITIES:
  • Be the point of contact between the 160+ retail stores, the field leadership team, and the Supply Chain team
    • Make sure all inquiries from stores are answered within 48 hours max
    • Communicate to stores in the weekly newsletter (Bonjour L’Occitane) any relevant information regarding stock or supply chain management
    • Develop and maintain strong relationships with the field leadership team across all regions: perform bi-monthly calls with the District managers / Market Directors
    • Be the link between all stores and B2C Stock Fulfillment team to communicate all feedback and action
    • Be the link between supply chain and retail operations teams to :
      • Flag and find solutions for any stock concerns and improper store procedures
      • Complete adjustments and investigate the root causes of issues
      • Communicate and present to leadership all Adjustment per type and propose an action place if needed.
    • Be the link between supply chain and marketing teams to :
      • Ensure non-mainland US stores (PR and HI) are fully utilizing products/older kits to avoid expiration
      • Suggest available stock in stores to plan any sidewalk sales and marketing events (local events, Fukubukuro …)
    • Perform morning checks to ensure the daily replenishment orders are accurate and ready to be prepared by the warehouse
  • Training and Process Improvement
    • Partner with Learning & Development team to create and communicate operational training document.
      • Onboarding training documents for new stores Manager
      • Updating current training documents
    • Identify and build process improvement action plan based on feedbacks from store and B2C Stock Fulfillment team
    • Keep all training documentation updated
KEY PERFORMANCE INDICATORS:
  • On Shelf Availability (OSA) and Mini hub Rejection
  • % In Full orders
  • Adjustment KPI
  • Elite
  • Emails/calls answering time
REQUIREMENTS:
EDUCATION
Associates or Bachelor's degree
EXPERIENCE
3-5 years of experience in Customer Service or Supply Chain, ideally in a retail business
SKILLS
  • Customer service oriented
  • Excellent communication and people skills
  • Ability to function in fast-paced environment
  • Strong organizational/multi-tasking/prioritization abilities
  • Collaborative skills in solving issues with other departments
  • Detail Oriented
  • Ability to analyze numbers and draw reasonable conclusions
  • Computer skills in applications such as MS Excel, Word, and PowerPoint
  • Knowledge of SAP a plus
  • Fluent in English
PHYSICAL & TRAVEL REQUIREMENTS
  • Quarterly travel to NY for 3-4 business days

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