Retail Support Specialist
3 weeks ago
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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