Customer representative Export CUSTOMER SERVICE REPRESENTATIVE EXPORT Location: Barcelona, Spain ABOUT COTY We are Coty, one of the world’s largest beauty companies with an iconic portfolio of brands across fragrance, color cosmetics, and skin and body care. Coty is the global leader in fragrance and number three in color cosmetics. Coty’s products are sold in over 150 countries around the world. Coty and its brands are committed to a range of social causes as well as seeking to minimize its impact on the environment. THE ROLE The Customer Service Representative Export is the first point of contact for customers across multiple international markets, delivering exceptional service and resolving inquiries efficiently. This role involves managing a wide range of customer issues related to export activities while working collaboratively with Supply Chain teams to ensure smooth operations and customer satisfaction. Key Success Measures • Service Level Agreement compliance • Fill Rate on Time % and Errors • Delivery Cycles • Order Accuracy Rate • Customer Satisfaction Score • Completion of mandatory training programs • Average Handle Time Core Responsibilities • Provide first-level customer and commercial care and support in local and export markets, responding promptly and professionally to customer enquiries via multiple communication channels, delivering information and resolving issues as required • Manage order processing of all order types to invoice for customer groups, ensuring invoices are stored accurately and appropriately • Synchronize daily operations with Planning and Logistics to optimize product availability and requested delivery dates, and track actual delivery dates of export orders with Transportation teams • Provide order and volume insights to Planning, Logistics, and Transportation • Follow procedures and ensure documentation compliance, proposing improvements based on identified recurring customer issues or trends • Document customer interactions within relevant systems accurately • Coordinate with SSC Credit Management for blocked orders, escalating when release schedules are not met • Handle management of returns and refusals, including analysis, processing and follow-up in cooperation with SCC • Support revenue recognition by providing relevant documentation during month-end reconciliations • Provide information to the Customer Service Manager (Hub) and Customer Service Manager (Market) for DDS meetings at both the Hub and local market levels • Adhere to the standard operating model, following SOPs and Working Instructions precisely • Provide input and data for daily, monthly, and yearly internal and external audits • Actively participate in team meetings, training sessions, and performance reviews to continuously improve skills and performance KEY INTERFACES • Customer Service Managers in the Hub and local markets • Local and international sales representatives • DRPs • Logistics and Transformation teams • External customers across export markets • Data Analysts • SSC ESSENTIAL SKILLS & EXPERIENCE • High school diploma or equivalent • Strong analytical skills • Relevant Customer Service experience • Effective communication skills • Fluency in the local market language and English; additional language skills (French, Italian, Dutch or German) are a plus • Proficiency in Microsoft Office • Ability to deliver results and work to deadlines • Team-oriented with strong collaboration skills Country/Region: ES City: Barcelona Hub