Dolce & Gabbana Beauty USA Inc

office • USA • unknown • Не указана

**Location:** Miami, FL **Reporting to:** Sr. Manager Customer Service, Americas #### Role Mission We are seeking a proactive, highly organized, and solutions-oriented **Customer Service Coordinator – Sales Operations & Claims** to support the seamless execution of sales support operations, event logistics, and customer claims management across the U.S. business. This role plays a critical part in ensuring the successful coordination and delivery of products, tools, and materials for DG Beauty events and pop-up activations, while also managing the timely investigation and resolution of customer claims. Acting as a key liaison across Customer Service, Sales, Marketing, Planning, Logistics, Warehouse, and external partners, this individual will help drive operational excellence, customer satisfaction, and continuous process improvement throughout the organization. #### Key Responsibilities #### Sales Support & Event Operations * Coordinate the allocation, consolidation, and delivery of DG Beauty tools, materials, and event assets for events and pop-up activations, ensuring seamless execution across all locations. * Manage event and activation schedules, prioritizing shipments according to business needs, timelines, and operational requirements. * Ensure all products, tools, and materials are delivered on time and in full to support retail and brand activities. * Partner with Sales, Customer Service, Planning, Warehouse, Logistics, Marketing, and Retail teams to resolve shipment, inventory, lead-time, and delivery challenges. * Collaborate with Planning teams and third-party suppliers to monitor inventory levels and maintain accurate records of event-related assets and materials. * Serve as a primary point of contact for event logistics and operational inquiries, ensuring timely communication and issue resolution. * Maintain accurate records of allocations, shipments, deliveries, and event support activities. * Identify opportunities to optimize processes, improve workflows, and enhance overall operational efficiency. * Ensure all activities are executed in accordance with company policies and Dolce&Gabbana Beauty standards. #### Claims Management & Resolution * Develop a thorough understanding of customer-specific supply chain, shipping, invoicing, compliance, and documentation requirements across multiple customer channels. * Review and assess claims related to shipping, delivery, order fulfillment, invoicing, pricing, documentation, and compliance matters. * Reconcile claims against orders, invoices, shipments, proof of delivery, and supporting documentation to validate issues and determine appropriate resolutions. * Investigate root causes of claims and identify recurring trends that may require corrective actions or process improvements. * Coordinate with internal departments and external partners to gather information, resolve discrepancies, and ensure claims are addressed within required timelines. * Communicate findings, recommendations, and resolutions clearly to both internal stakeholders and external customers when appropriate. * Maintain complete and accurate documentation related to claims investigations and resolutions. #### Cross-Functional Collaboration * Build strong partnerships across Sales, Marketing, Customer Service, Planning, Logistics, Warehouse, Finance, and external business partners. * Proactively communicate risks, delays, discrepancies, and customer-impacting issues to the appropriate stakeholders. * Act as a collaborative partner in supporting business objectives while maintaining a high level of customer service and operational excellence. #### Continuous Improvement * Support initiatives aimed at improving customer experience, operational efficiency, process accuracy, and compliance standards. * Contribute to the development of streamlined processes and best practices that enhance cross-functional collaboration and service performance. * Promote a customer-focused and solutions-driven mindset across all areas of responsibility. #### Requirements & Skills * Bachelor’s degree in Business Administration, Supply Chain, Event Marketing, or a related field. * Minimum of 3 years of experience in Customer Service, Event Marketing, Logistics, or a related operational role. * Experience within the luxury beauty industry is a plus. * Experience working with SAP is a plus. * Proficiency in Microsoft Excel and other Microsoft 365 applications. * Must be authorized to work in the United States. * Fluent in English and Spanish; Italian is a plus.