Customer Service Reporting and Transformation Specialist
Estée Lauder Companies
Panamá, Panamá, Panama
hace 6 días

About Estee Lauder Companies

ELC (Estee Lauder Companies) is a global leader in prestige beauty that delights consumers with transformative products and experiences, inspiring them to express their individual beauty.

They are the only company focused solely on prestige makeup, skin care, fragrance and hair care with a diverse portfolio of 25+ brands sold in 150 countries.

Infused throughout their organization is a passion for creativity and innovation; a desire to push the boundaries and invent the unexpected.

From a position of strength, The Estée Lauder Companies (ELC), the leader in prestige beauty products, embarked on the Leading Beauty Forward program, chartered to fuel product innovation and enhance market agility.

A key element of this strategy was the design of a new way to support its suite of 30 brands globally. The company chose Panama as being best suited to establish its new Global Business Services (GBS) operation center.

This new center will initially deliver Finance, Human Resources and Legal services to ELC employees across several geographies and time zones.

Through a new innovative service minded approach, this center will redefine service standards globally at ELC. This new GBS team will provide a one-stop-shop solution for the ELC businesses, supported by new customer engagement insights, new systems, and new reporting.

In addition to delivering exceptional service to the ELC businesses each day, the GBS team will also be responsible for continuously streamlining work in pursuit of growing its service offering in support of achieving ELC’s strategic and business objectives.

New site, new team, new opportunity.

Position Overview

The Customer Service Reporting and Transformation Specialist will be responsible for analysis and delivery of Customer Service audit reports, Metrics and KPIs, and ad hoc reports.

Understands context of CS function need for information and builds effective solutions to serve those needs, supplying trend analysis and advanced interpretation as needed.

This individual will have knowledge of Order to Cash and processes within Customer Service specifically Order Management.


Order Management Operations Reporting

  • Reports on Customer interactions (Claims) to assist with improved service performance and customer experience. Reports will be distributed to appropriate teams.
  • Order Management Reporting : order placement, warehouse pick / pack / ship, carrier delivery
  • Audit Reporting : conduct detailed and timely internal audits of Order To Cash transactions including but not limited to : Daily Credits, Returns, Free product;
  • Weekly Usage, Finance Order Changes, Manager Orders; Monthly - Manual Discounts, Client Dislikes, Testers, Backbar abuse.

  • Analyze business data, provide assessments of trends, identify and explain variances from goals. Research and escalation steps may be necessary along with raising awareness to Management.
  • Need to be well versed in the daily busines, business model and able to articulate key takeaways

  • Utilize report transactions in SAP, BI reporting tool along with Empowered Ordering to research situations.
  • Order & Warehouse Metrics :

  • Measurement of Order Management statistics Daily Aveda OTC Vital Signs and Sales Order Trends Monthly Average Order Size and KPI Summary
  • Analyze business data, provide assessments of trends, identify and explain variances from goals. Research and escalation steps may be necessary along with raising awareness to Management.
  • Ad hoc reporting / requests :

  • Assist with data collection based on Auditor requests
  • Free Standing Store (FSS) Backorders, FSS POs
  • NA Supply Chain / Customer Service Support :

  • Supports volume overflow in No-charge / gratis business including account services, gratis inquiries / processing and no-charge inquiries / process
  • Gratis Support : Analyze and make recommendations on CPC fulfillment, monetary gratis awards and inventory levels reports.
  • Monitor gratis trend requests and collaborates with distribution, customer service and corporate HR teams to identify needs and generate reports.

  • No Charge Support : Monthly reporting on orders processed; value of orders and highlight trends and opportunities
  • NA Services Team at OneSource Support :

  • Partner closely with the quality and transformation team to identify process improvements and automation opportunities
  • SFDC analytics and metrics
  • Representative for NA Services in Automation Community of Practice
  • Qualifications

  • Excellent organizational skills and attention to detail
  • Strong analytical & problem-solving skills, consulting & listening skills.
  • Ability to deal w / ambiguity & confidential information.
  • Deep hands on experience in using data reporting and visualization tools.
  • Strong proficiency with Power BI, Microsoft Office, especially Excel (must have MACRO experience)
  • Problem solving, develop opportunities for businesses & convincingly present recommendations
  • Competencies

  • Thinks Strategically : Takes a broad view of the business, industry, and consumer environment to anticipate and plan for the future.
  • Identifies the focus and defines where to play, how to win and what capabilities and management systems are required.

  • Embraces and Initiates Change : Distinguishes what to preserve and what to change. Has the courage to initiate and lead the changes that drive success.
  • Builds Collaborative Relationships : Builds relationships based on trust and respect. Promotes the inclusion of diverse knowledge, skills, and experiences to achieve results.
  • Demonstrates Learning Agility : Ability to anticipate change, face reality, draw conclusions, and swiftly mobilize to adapt to changing needs and demands.
  • Drives Creativity and Innovation : Focuses on areas of highest potential. Creates newness or connects knowledge in new ways to create the unexpected.
  • Ensures that the creativity and innovation pipeline are aligned to achieve strategy and goals.

  • Strives for Excellence in Execution : Proactively seeks ways to improve personal and organizational effectiveness to meet current and future business needs.
  • Learns equally from successes and failures.

    Additional Requirements

  • Bachelor's Degree required
  • Minimum Years of Experience : 3+ years
  • Travel Time :
  • Excellent written and spoken English, and Spanish
  • Additional Details

  • Work shift : Monday to Friday. Business hours
  • Contract-type : Full-Time Permanent.
  • Location : Costa del Este, Panamá.
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