The mission of the Post-Purchase Specialist will be to coordinate with Supply Chain teams and Customer Care to monitor B.com assortment availability in all Affiliates, follow up on order delivery and ensure customer care readiness and performance, to optimize customer experience and maximize revenues.
MAIN RESPONSABILITIES
We are looking for a Post-Purchase specialist who will:
1) Ensure stock availability and delivery excellence on Brand.com
• Monitor Brand.com assortment availability on all distributed products (incl. for products subject to B.com activations)
• Manage B.com products subject to stock protection (e.g., limited life products, exclusivity, GWP & PWP when concerned by B.com activations)
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• Monitor OTIF rate (on time, in full)
• PMO on action plan with ELC Supply Chain to address improvement opportunities on availability
(Up to 50% of the workload)
2) Ensure customer care services readiness
• Inform customer care of activation plans to secure staffing and explain offer
• Collect & share customer feedbacks on customer pain points with counterparts for them to elaborate action plans
• PMO on action plan with CC and other functions to implement corrective actions (e.g., DTX, ROM)
(Up to 30% of workload)
3) Provide performance reviews - monthly/quarterly/yearly basis
• Build reporting on Supply Chain and Customer care KPIs:
• Supply Chain: % of orderable assortment, % out-of-stock products, # of products/volume/value/coverage of protected stock, delivery lead time, OTIF rates
• Customer Care: Average speed of answer, # of customer claims and main reasons, % of orders with customer care, post-purchase NPS / customer satisfaction
(up to 20% of workload)
Qualifications
REQUIREMENTS:
• Familiarity with supply chain and customer care tools
• Strong in Excel
• Strong organizational skills
• Ability to work collaboratively in a team and across departments
• Flexible and responsive to changes
• Preferably experienced with tracking: B.com sales, % out of stock product, delivery lead time, average speed answer and more.
Job: Online / E-Commerce
Primary Location: Europe, Middle East, Africa-ES-MD-
Job Type: Standard
Schedule: Full-time
Shift: 1st (Day) Shift
Job Number: 247137