Department: Customer Service

Reports to: Customer Service Supervisor

Mission:

The Customer Service Specialist is responsible for delivering exceptional customer service by handling inquiries, resolving issues, and ensuring customer satisfaction in every interaction. This role focuses on order management, follow-up on post-sales incidents, and returns processing, as well as providing support to the commercial teams.

Job Responsibilities

Order Management:

• Entering orders into the system.
• Releasing orders in compliance with established internal validation procedures.
• Monitoring the status of orders for the assigned region.
• Proactive communication with clients regarding the status of their orders.
  
  

Incident Management:

• Recording client-reported issues in the database.
• Investigating and resolving issues by coordinating with relevant internal departments.
• Clear and timely communication with clients regarding the status and resolution of their incidents.
  
  

Returns Management:

• Handling customer return requests.
• Coordinating with logistics and finance departments to ensure proper return processing.
• Following up on returns to ensure customer satisfaction.
  
  

Support for Commercial Cycles and Operational Meetings:

• Participation in commercial cycles.
• Attending operational meetings to align strategies and improve customer service processes.
  
  

Documentation and Procedures:

• Real-time updates of the Customer Manual.
• Collecting and archiving supporting documents for Exception Reports.
  
  

Document Management:

• Overseeing the preparation and communication of all export documents for each assigned shipment.
  
  

Customer and Commercial Team Support:

• Responding to customer inquiries and requests through various channels (Teams, email, weekly follow-ups, etc.).
• Providing accurate and proactive information on order tracking, issues, and returns.
• Collaborating on issue resolution and identifying solutions to enhance the customer experience.
• Supporting commercial teams on order tracking matters.
  
  

Profile

Required Skills and Knowledge: Previous experience in customer service roles, preferably in an order management and issue resolution environment. Profidency Knowledge of order management, logistics, and customer service processes. Proficiency in IT tools (CRM, ERP, etc.). Excellent oral and written communication skills. Strong organizational, planning, and time management skills. Customer-oriented and problem-solving mindset. Empathy and professionalism when handling difficult situations. Intermediate to advanced English level. Teamwork skills. Focused on continuous improvement. Core Competencies: Customer orientation Effective communication Problem-solving Teamwork Attention to detail Adaptability Empathy

Additional Information

LVMH Beauty Iberia believes in every person’s unique talent and celebrates all singularities. Therefore, we foster diversity and inclusion from our recruitment process and are committed to promote equal opportunities to create an integrative working environment.

As part of this commitment, LVMH Beauty Iberia values candidates who hold a certificate of disability equal to or greater than 33%.