Customer Care Order Administrator (Contract) at The Estée Lauder Companies Inc.

Job Purpose

• Managing TO (The Ordinary) O2C process outside of SAP end to end.
• Plan and implement process flow to help streamline the processes for The Ordinary.
• Continuously working on improving processes to deliver expected results.
• Working closely with India & Local finance team to ensure billing takes place accurately and timeously.
• Ensuring orders are processed timeously with no errors.
• Ensure invoicing happens timeously via the Vodatrade portal.
• Troubleshoot and resolve queries.
• Following up on customer queries & resolving issues timeously.
• Liaising with courier on deliveries / queries.
• Working on 3PL system to upload orders and log discrepancies.
• Building collaborative relationship with all stakeholders.
• Support the Customer Service team on all O2C matters.
• Continued support to the business on all O2C matters

Qualifications

Requirements and Experience

• Relevant qualification
• 3 to 5 years customer care experience
• In-depth knowledge of customer service principles and practices
• Proficiency in SAP ERP (advantageous)
• Proficiency in MS Office applications, i.e. advanced Excel
• Cosmetics product knowledge

Key Personal Characteristics

• Strong customer service focus
• Strong analytical and problem solving abilities
• Takes the initiative
• Ability to plan and prioritize
• Ability to work in a dynamic, pressurized environment
• Experience with Microsoft Office with strong experience in Excel (Intermediate)
• Excellent communication skills - both formal and informal
• Ability to communicate within all levels of the organization (cross-organizational collaboration)
• High level knowledge of supply chain management concepts, i.e. Plan, Source, Deliver and Return