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Customer Service Specialist - Event Management - 18 month contract hybrid

Brand: Estée Lauder Companies

Description

This position manages new product launches for all event order types acting as liaison to Product Marketing, Marketing Ops, Account Management, GBSC, Account Services and Distribution. Project management requires ongoing SAP validation and timeline assessment. Uses SAP expertise and supply chain knowledge to ensure that order fulfillment process meets retailer on counter dates. Responsible for helping brand achieve net shipment plans and 100% service levels.

Accountable to the Brand Sales and Marketing teams, and to retailers for event-related order and ship plan fulfillment/shortfalls. Helps ensure realignment of lost shipments to future months, providing the Head of Account & Sales Planning with information to facilitate financial reporting and to ensure replacement orders.

Tracks incoming event orders vs plan. Manages order fulfillment, adjustments, and shipments through extensive collaboration with Sales, Marketing and Supply Chain partners.

RESPONSIBILITIES:

· Works with Marketing Ops / Marketing to validate marketing grid / master document information transfer to SAP, resolving discrepancies. Conducts ongoing validations via SAP reporting. Interfaces with Demand Planning, Material Master Data, Product Data Maintenance, Marketing, NA Collateral Operations, etc. until all SAP enrichment is finalized. Responsible to send materials to GCS catalog six months in advance of program ship dates so that retailers can receive material feeds in their systems to allow for order placement- 25%

· Compares incoming launch orders against allocations and on hand inventory. Works with relevant parties to resolve all order exceptions to ensure the brand meets its Launch Ship Plan and non-salable budgets. Presents order execution strategy to address inventory shortfalls and program delays working with Head of Account & Sales Planning, or Marketing Ops to establish on counter execution strategy. Designs action plans to address issues including steps to improve retailer service level, program ship date changes, extension of Purchase Order (PO) cancel dates, expediting picking and shipping, forcing Purchase Order Acknowledgements (POAs), cutting allocations (by percentage) or backordering- 25%

· Analyzes marketing grids, program content, rankings, and on counter dates to create streamlined, cost effective and retailer friendly program set up and execution in SAP. Works with Account Management, Marketing Ops on final program lineup to combine programs with common on counter dates in SAP, minimizing retailer and operational burden- 10%

· Drives timeline adherence by guiding Sales and Marketing teams to finalize allocations in MI9 and Passport 3-4 months in advance of program target ship dates. Verifies allocations, materials and forecasts against Marketing Grid/Master document and final lineups- 20%

· Sends suggested orders to Account Planners via OTS. Ensures that received orders match allocations in support of monthly launch ship plan. Resolves all transmission errors- 5%

· Manages SAP Listings and Exclusions Tool to enable retailer exclusivity, build retailer door assortments, control retailer error, and restrict ingredient distribution to geographic regions. Utilizes Customer Master Retailer naming conventions to map customers to material lists for intricate door assortment requirements- 5%

· Drives Launch to Basic turnover 6 weeks following program ship dates. Initiates communications to the region to determine basic status or the need to continue with re-orders (sell thru vs forecast). Manages reorders and tracks additional inventory until items transition to basic. Communicates Launch to Basic turnover delays through “Launch 6 Week Report”- 5%

· Supports “War on Waste” by driving disposition of Limited Life and Fast Track programs when forecasts have shipped complete. Participation in Brand Excess meetings identifying salable, sample, gift with purchase (GWP), purchase with purchase (PWP) and collateral excess on hand when launch ship windows are closed and forecasts have been satisfied. 5%

Qualifications

· College Degree Preferred.

· SAP, Microsoft Office, Advanced Excel/Pivot Tables, Squvys.

· Strong Decision-Making Skills.

· Excellent Analytical, organizational and time management skills.

· Project management experience.

· Excellent communication skills.

· Ability to make alliances with internal and external business partners.

· Supply chain knowledge and experience preferred.

· Knowledge of retailer’s systems a plus.

· Infolink, GCS, WMS a plus.

Job: Customer Service

Primary Location: Americas-CA-ON-Toronto

Job Type: Standard

Schedule: Full-time

Shift: 1st (Day) Shift

Travel: No

Job Number: 248561

We are an equal opportunity employer. Minorities, women, veterans, and individuals with disabilities are encouraged to apply. Accommodations for job applicants with disabilities are available on request.