International Customer Support Coordinator

**International Customer Support Coordinator (Fixed 12 month contract)** **Leatherhead** **£25,000 - £29,000** We are the number 1 professional skincare brand globally and we are passionate about bringing everyone skin confidence. At Dermalogica we are on a mission to change and revolutionise this industry. The way we do this is by our 3 pillars which form our brand DNA. Education, Personalisation, and Human Touch. Do you dream of being part of this industry changing movement? If so, we are looking for inspirational top talent to be part of something special. **Do you want to be part of our tribe?. Keep reading** We now have an exciting opportunity for an International Customer Support Coordinator to join the Tribe within the International department. The post holder will provide world class customer support to distributors, subsidiaries and agents within Europe in collaboration with other departments. The position requires an understanding of sales processes, concepts and policies. **The responsibilities of the International Education Manager. Could this be you?** - Serve as liaison between international field personnel, distributors, subsidiaries and agents in Europe and various entities at Dermalogica. Maintain excellent communication skills. - Execute the entire order to cash process for the European markets from initial enquiry through to revenue recognition and collections. - Support the international field personnel with all order processing, logistics and overall account management. - Answer incoming calls from internal and external customers according to standards, set and exercise judgment in the handling of the call. - Utilise the ERP system (Business Central) to enter orders, check stock availability, process refunds and credits in a timely manner. - Monitor customer account balances and ensure timely payments are made. - Handle quality control issues raised by customers and escalate to management if required. - Provide the necessary materials and literature (products) to support the operational needs of both the international distributors and subsidiaries. - Support innovation order processing, as and when required. - Filing and logging of shipping documents to comply with HMRC regulations. - As the liaison between the customer and the internal staff, working closely with the sales, finance, distribution centre and supply chain team to ensure orders are efficiently processed and customer delivery expectations are met. - Develops and cultivates favourable relationships with existing and potential customers. - Manage and make decisions on troubleshooting issues or customer complaints prior to escalating to management for assistance in resolving their problems. - Makes independent decisions based on department guidelines and policies. - May be asked to participate on inter-departmental project teams. - Perform other related duties as assigned, to ensure workload coverage. **Do you have the below skills?** - University Degree or equivalent preferred or equivalent combination of education and experience. - A minimum of 3-5 years related experience required. Previous experience in supporting the sales process within the industry is a plus. - Must be fluent in English. - An additional European language would be an advantage. - Previous experience in managing timely sales order processing and documentation completion. - Ability to read, understand and abide by company procedures. - Ability to define problems, collect data, establish facts, draw valid conclusions and report on findings. - Able to work on assignments that are semi-routine in nature where ability to recognize deviation from accepted practice is required. - Excellent communications skills, both written and oral. - Excellent organisational skills with a proactive nature. - Strong proven working knowledge of Microsoft Office (Word, Excel, PowerPoint). - Good knowledge of CRM and ERP packages. - Highly motivated and dedicated individual. - Have "can do attitude" and be a self-starter. **What is in it for you?** - Private Health Care with AXA PP and Medicash - Life insurance with Yulife which includes - Smart Health a 24-hour GP access and Yumatter an Employee Assistance Programme - A 5% pension contribution from the company as well as access to a pension's advisor. - Your Birthday off work - 5 paid sick days per year - £70 monthly product allocation - Access to new product innovation before they hit the shelves so that you can experience the products first-hand - 30% off other Unilever Prestige Brands such as Hourglass, Living Proof, Ren, Murad and Kate Somerville - Access to Unilever Discounts, an online shopping website discounts on multiple high street brands - The opportunity for growth and progression, we really invest in your personal development through our Learning and development platforms. - Treats in the office such as our Free Ice Cream Fridge and regular complimentary skin treatments - AND we have recently introduce