L'Oreal SA Customer Care Co-ordinator at L'Oréal

Mission and Purpose The Customer Care Co-ordinator

• The primary link between L'Oréal’s Supply Chain and our external customers (retailers, salons, and distributors). Your mission is to optimize the "Order-to-Cash" cycle, ensuring that orders are processed accurately, delivered on time, and that any discrepancies are resolved with a solution-oriented mindset. You will play a key role in driving customer satisfaction and contributing to the commercial growth of our brands in the South African market.

Key Responsibilities

Order Management & Execution

• Oversee the end-to-end order processing flow, from initial capture to final delivery.
• Ensure all orders are compliant with commercial terms, pricing agreements, and credit limits.
• Monitor stock availability and proactively communicate potential shortages or delays to customers and the sales team.
• Coordinate with the warehouse and transport providers to prioritize urgent shipments and optimize delivery schedules across South Africa’s various provinces.

Customer Relationship Management

• Act as the dedicated point of contact for a portfolio of key accounts.
• Conduct regular "Supply Chain reviews" with customers to analyze service levels (Fill Rate, On-Time Delivery).
• Collaborate closely with the Key Account Managers (Sales) to align supply chain capabilities with commercial objectives and promotional calendars.

Dispute Resolution & Returns Management

• Investigate and resolve customer complaints regarding delivery errors, damages, or pricing discrepancies.
• Manage the "Returns" process in accordance with company policy, ensuring all physical returns are tracked and credited correctly.
• Identify the root causes of recurring issues and propose process improvements to minimize future claims.

Data Analysis & Reporting

• Track and report on Key Performance Indicators (KPIs) such as Service Level, Order Lead Time, and Credit Note ratios.
• Maintain accurate customer master data within the ERP system (SAP).
• Contribute to monthly supply chain meetings by providing insights into customer behavior and logistical challenges.

Cross-Functional Collaboration

• Work closely with Demand Planning to provide feedback on market trends or specific customer requirements.
• Liaise with the Finance department regarding credit blocks and payment reconciliations.
• Support the Physical Distribution team to ensure efficient offloading and delivery processes at customer RDCs (Regional Distribution Centres).

Technical Skills & Qualifications

• Education: A University Degree or Diploma in Supply Chain Management, Logistics, Business Management, or a related field.
• Experience: 3 to 5 years of experience in Customer Care, Sales Operations, or Supply Chain, preferably within the FMCG (Fast-Moving Consumer Goods) or Beauty industry.
• Systems: Proficiency in SAP (specifically the SD module) is highly advantageous. Advanced Excel skills (VLOOKUPs, Pivot Tables) are essential for data analysis.
• Market Knowledge: Familiarity with the South African retail landscape and logistical geography.

Soft Skills & Competencies

• Customer-Centric Mindset: A passion for delivering excellence and building long-term trust with partners.
• Resilience: Ability to remain calm and effective under pressure, especially during peak periods like Black Friday or festive season launches.
• Communication: Exceptional verbal and written communication skills in English (additional South African languages are a plus).
• Problem-Solving: A proactive approach to identifying bottlenecks and implementing creative solutions.
• Attention to Detail: Precision in data entry and a commitment to accuracy in a fast-paced environment.