Returns and Logistics Agent

  • Company: SSC Perfumes and Cosmetics UK
  • Country/Region: United Kingdom
  • Business group: Perfumes & Cosmetics
  • Contract type: Permanent Job
  • Function: Supply Chain
  • Experience required: Minimum 2 years
  • Reference No.: SSCPC00634
  • Date of publication: 2019.10.01

Position

PURPOSE OF THE ROLE

To be a point of contact for all customers and internal stakeholders in relation to returns & logistics activities ensuring effective communication is maintained to all customers (internal and external). This position generates and regular publishes logistical performance results.

MAIN RESPONSIBILITIES

Returns Management:

  • Receive and process all correspondence with our returns & logistics 3rd party supplier.
  • Chair periodic meetings with our returns & logistics supplier to ensure smooth operational flow.
  • Ensure clear communication between the customer, sales and finance on all matters relating to returns.
  • Manage all returns to France and co-ordinate all disposals of stock.
  • Investigate proof of return queries and process credit notes depending on the status of each case.
  • Meet all returns key performance indicators (KPI).

Logistics Management:

  • Track all parcel deliveries and manage delivery issue resolution with UPS to minimise losses and refusals.
  • Effectively and appropriately communicate any delivery issues to the customer service, sales and marketing teams.
  • Collate all manifests on a weekly basis resolving any potential delivery problems.
  • Manage all delivery claims with our delivery suppliers.
  • Maintain customer relations especially on key accounts and central delivery points by making regular visits to site to monitor and anticipate customer dissatisfaction.
  • Work closely with customers to resolve any repeated delivery problems and participate in key logistical projects.
  • Meet all logistics key performance indicators (KPI).

Credit Management:

  • Investigate the following and process credit notes depending on the status of each case.
    • Shortages
    • Pricing errors
    • Duplicated orders
    • Delivery mistakes
    • Proof of deliveries
    • Update RGA logs with all credits raised
  • Manage, understand and communicate customer underpayments with the credit control department.

POSITION WITHIN THE ORGANISATION

Reports To:                                      

UK Logistics Manager

Internal:

SSC - Operations

SSC - Finance

Sales - All brands

Marketing - All brands

Direct Reports:

None

External:

Brand CS and Logistics Teams in France / Italy

Customers - Internal and External

Third Party Suppliers


Profile

  • Excellent written and verbal communication skills
  • Action orientated & proactive
  • Drive for results
  • Time & Priority management
  • Adaptable
  • Motivating
  • Business acumen
  • Quick thinking, supportive and calm under pressure
  • French or Italian speaking an advantage but a necessity

TECHNICAL SKILLS

  • Computer literate (IT skills, SAP, Word, Excel)
  • Ideally At least 1-2 years experience in customer services / logistics within a FMCG environment
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Perfumes & Cosmetics

A major player in the perfumes, make-up and skincare markets, the Perfumes & Cosmetics division groups together major historic Houses as well as young brands with strong potential.

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