APAC Customer Care Executive

The Body Shop

When Anita Roddick founded The Body Shop in 1976, she had a vision. Business as a force for good – that’s us. Over 40 years later, we’re proud to be pioneering cruelty-free beauty every step of the way. We’re the original ethical beauty brand. We’ve got a thing for empowering people and enriching our planet. We’re all about keeping it real, in every way possible. Our activist roots remain a huge part of everything we do, from our iconic window posters to our vegetarian products to our infamous campaigns. We’re never afraid to stand up and speak the truth. We like to do things a little differently around here. 

The Body Shop is committed to generating positive economic, social and environmental impact. We’re fighting for what we believe in now more than ever. No holding back. Breaking the mould has always come naturally to us, and we need someone who’s not afraid to mix things up. 

Your role in a nutshell

• Manage the efficient and accurate execution of wholesale orders from franchisees, acting as the primary point of contact for markets on supply-related queries.
• By building and maintaining strong relationships with both markets and internal stakeholders, this role will ensure that market orders are processed in line with requirements, regulatory standards, and shipping schedules.
• Monitor orders from processing through to despatch, address any discrepancies or delays, and resolve any post-despatch issues such as QC claims and shipment discrepancies.
• A critical role in maximizing service levels (order fulfilment) to meet KPIs, analysing open orders, and collaborating with key internal stakeholders to ensure timely product delivery and achievement of monthly turnover target.

More about the role

Customer Care

• Act as the first point of contact for market supply-related queries.
• Build and maintain strong relationships with markets, committed to provide high quality service.
• Collaborate effectively with internal stakeholders to meet objectives and ensure smooth operations by managing and resolving queries promptly.
• Accurately and timely process market orders

Order Management

• Order receipt: Verify order accuracy for both forecasting and non-forecasting markets. Handle ad-hoc market orders and request for supply availability checks to facilitate smooth order execution.
• Registration: Check with markets on registration status, and coordinate with master data team for updates in system.
• Pricing: Work with commercial team to update pricing in system for order processing.
• Data integrity: Maintain data accuracy, including managing substitutions, OTC change, discontinuation lines and deployment.
• Order Process: Process orders in line with market’s requirements, regulatory standards and shipping schedules. Focus on increasing the likelihood of successful despatch by proactively maximizing orders, identifying and resolving challenges, while collaborating closely with the DC team to address shipping issues and meet despatch deadlines.
• Order Tracking: Review opportunities to fulfil backorders. Allocate BME orders from FSS to SAP, ensuring accurate data transfer. Track backorders hitting M+3 and inform markets to replan accordingly.
• Service levels: Drive improvement in order fulfillment to meet KPIs by analyzing open orders, maintaining data quality and optimizing available stock.
• Reporting: Communicate fulfillment status, open order reports, FSS reports and cross-line reports to markets.
• Post-Despatch Support: Handle post-despatch inquiries, address shipment discrepancies and quality control (QC) issues promptly to ensure timely resolution. Log and validate claims for QC, shortages, overages, and damages, following up and processing discrepancies and QC claim settlements.

Task & Process Management:

• Process bank documentation for high-risk markets.
• Prepare for and attend monthly market S&OP for top 4 markets.
• Conduct regular check-ins with smaller markets to resolve queries, ensure alignment and offer necessary support.
• Handle air freight requests with shipping team and markets.
• Perform other Ad-hoc duties as needed

Working Relationships & Interfaces (where applicable):
Internal

• BSI DC01
• APAC Data Process
• APAC Forecasting
• BSI Commercial
• APAC BM
• APAC Finance
• BSI Finance
• BSI Global Master Data
• BSI Regulatory

External

• Franchise Markets

Others

• Responsible for maintaining the ethical standards of The Body Shop including minimising the environmental, health and safety risks in the workplace. Report potential risks, real accidents and near misses to relevant managers.
• Champions, supports and participates in The Body Shop’s Values and Campaigns.

What we look for

Experience:

• 1 to 2 years of experience in a customer care position in a supply chain or retail environment
• Knowledge of order management processes / supply chain
• Ability to process large amount of data accurately and efficiently to analyse and present to markets
• Attention to detail and accuracy
• Knowledge in SAP S4 SAP Basics (Create and Maintain Sales Orders, Open/Backlog Sales Order Management) preferred but not necessary

Qualifications:

• Diploma/Degree in Supply Chain / Logistics Management or relevant aspect

Competencies required:

• Fluent in both spoken and written English
• Ability to build and maintain relationships with markets and internal stakeholders
• Advanced Excel knowledge
• Strong analytical skills with a keen attention to detail and the ability to interpret data
• Capable of processing large volumes of complex and sensitive information accurately and efficiently, even in high-pressure situations
• Ability to co-ordinate and work with multiple parties, adapting to changing business priorities with independence
• Knowledge of supply chain concepts will be an added advantage