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.