Customer Service Operations Specialist

• Jan 2023 - Present

The constant and exponential growth of e-commerce and the increasingly rapid delivery times demanded by manufacturing companies have caused the express delivery market to explode, with annual growth rates of over 10%. At the same time, the control of the entire process, from the stipulation of the contract with the carrier to the execution of the shipment, is becoming a fundamental necessity for companies; a necessity that is met by computer technology, the use of which, however, is the prerogative of large companies due to the costs involved. Sharing these technologies among several companies allows costs to be shared and makes the use of advanced technologies a reality even for medium-sized and small companies, optimizing times and costs and offering the customer a logistical solution adapted to their needs. The addition of dedicated professional support has created a reality capable of understanding and concretely helping companies to face the globalized world, without distracting them from their "Core Business". Customized shipping solutions, combined with professional support and dedicated customer service are the key to ParcelValue's success.

YSL International Customer Service

• Mar 2022 - Aug 2022

Within the Customer Service Department of the Integrated Logistics Business Unit, provide exceptional service to Retail stores and internal customers worldwide. Achieve the highest level of customer satisfaction through relationship management in cooperation with various departments and distribution channels. Utilize the organization's internal systems to manage orders received during sales campaigns as well as pricing and delivery of goods. Meet accuracy, quality and timeliness standards to ensure the highest quality of service. Provide superior customer service by responding to customer order and product requests/problems as required. Communicate and collaborate with internal departments to meet customer expectations. Contribute to the development and execution of planned activities Facilitate information gathering to monitor business trends and opportunities

Electronic Shipping Solution & Customer Integration Management

• May 2021 - Aug 2021

As a representative of DHL Express, my goal is to promote the use of e-commerce solutions among our customers by analyzing our customers' IT processes and capabilities, then setting up and managing the appropriate solutions. In close collaboration with our customers' IT departments as well as our sales, operations and our own IT department. The primary task of this role include DHL Express Commerce integration with different platforms as Amazon, Etsy, Ebay, Prestashop, Shopify, Magento, Woocommerce to automate processes and insure the best onboarding possible. We also support Sales during pursuits, solution recommendations, reporting,, analysis, testing and support. In this function I report to the Head of Customer Integration & e-Com Management.

E-commerce Customer Care Specialist

• Feb 2020 - Jan 2021

Customer Care Administration: - In charge of Key accounts as Ebay, ManoMano, Fnac, Rue du Commerce for France and Benelux market places. - Provide competent answers to customer’s email inquiries about orders, products and brands for French, Italian and English market by mail , tel and Soho. - Manage orders in the back office and maintain contact with logistic centers and diverse transport companies within Europe. - Deliver high quality standards, edit communications templates to fit the customer's individual style, brand values and the required brand tone of voice. - Check pending orders, on hold , bank transfer, location issue, etc… Merchandising Assistance : - Translate new product descriptions from Italian to English and French to propose and display them online working together with the e-commerce merchandising team. - Support the product and catalogue set-up for seasonal assortment refreshes Partner with eCommerce Merchandising Manager to ensure proper visibility of products in category pages and support testing on product sorting. "The variety of products on the platform, their quality and design, has made the e-Shop a leading player in the sector with over 1.7 million customers across Europe. With a self-financed growth model, Produceshop tripled its turnover in less than three years by selling more than 50 per cent in competitive markets such as France, Germany and the UK." The 1st Online Store for home, office and Garden Furniture in Europe.

Country Sales Manager

• May 2019 - Oct 2019

Affiliation Manager, France and Benelux - Responsible for developing ParkinGO's affiliate programmes and coordinating activities with the European Country Manager. - Reporting and analysis of overall affiliate performance to drive growth in each country's respective programmes Responsible for developing ParkinGO external marketing channels: Affiliation - Analysis of performance of each marketing channel to ensure objectives are met while respecting cost of sale targets - Development and full management of ParkinGO's affiliate programme - Management of the ParkinGO.fr marketplace and reporting of overall performance General management of the affiliation activity of the company and budget management. - Identify and recruit relevant Leisure/Travel&Tourism Partners: B2B, OTA, channel managers - Build and maintain strong relationships with current affiliates and flagship stores - Negotiation of agreements and definition of terms&conditions. - Manage communications between tech team to ensure all deliverables are met: API and other technical integrations, tracking, set-up and incidence solving. - Analyze results and ensure the profitability and optimization of the conversion rate. - Account management: Invoicing and monthly validations.

Retail Planning Allocator VANS EMEA

• Dec 2017 - Aug 2018

Maintains optimal inventory in VANS stores for ACC men, women and kids.Support the transition from As400 to SAP system implementation in collaboration with other department and brands involved.Analyze sales results by store and use information to: adjust levels or change assortment, execute transfers, monitoring out of stocks and fill size gapsEstablish proper levels of product by store and distribute accordinglyCommunicate all relevant business information to buyers and planners team.Supports Inventory Plans through the execution of initial seasonal inventory allocations and replenishment exceptions.Emphasis on store-level inventory levels and basics management.Ensure full execution of returns in a timely manner.Analyse store-level data to identify Brand/Division trends, DC-specific and store-specific inventory issues.Daily co-ordinate with Retail Operations, Buying and Planning teams to ensure store level trends balance with Open-to-Buy and Open-to-Ship projections and forecasts.Attend and contribute in all function and department meetingsCommunication of Availability, Transfers & Price changes to storesRespond to Store & District Manager queriesThe mentioned role imply an intensive use of Excel, AS400 (JBA), SAP & FMS, Retailisation, Cognos, Retail Data Warehouse (RDWH), Citrix, BrioQuery.

Wholesale Senior Customer Service & SOX controller VANS EMEA

• Aug 2014 - Nov 2017

*To manage own group of Key Accounts ( Core, SUPREME , Wholesale France and Dom-Tom) and to ensure full support for the achievement of Sales targets and the objectives for the customer group, as defined by the Sales Manager.*To work within a team environment offering assistance to others when required, especially during SOX controls, supporting to other agents in providing document and procedure to success.*To ensure customer order details are validated prior to order entry in terms of account identification, genuine order type, SKU detail, stock availability, customer requested date, schedule date and pricing.*To release orders in a way that a most effectively satisfies the needs of the Customer, the Sales targets and the loading requirements of the Distribution Centre.*To deal efficiently with order status enquiries from customers and account managers.*To strictly execute the Company's procedures relating to order cancellations, customer returns and new account enquiries.*To ensure that customer details on the customer master files are kept up-to-date as targeted and agreed with Sales Teams and Sales Support Manager/Coordinator.*To ensure that all communications to outside parties exhibit standards expected of a professional, multi-national company.Any other duties as assigned to the Job Holder within the Job Holders capabilities.*To ensure the telephone is answered promptly.*To receive and initiate the processing of customer orders.*To enter orders into the system, if and when necessary, to ensure that all orders are entered within 24 hours of receipt. To deal efficiently with order status enquiries from both customers and Account Managers*To ensure that information about customer details in the customer master data files is given to the Credit/Finance department and shared with Sales team.

E-Commerce Customer Service Agent Europe

• May 2012 - Jul 2014

Participate to Vans E-commerce launch, being part of the digital customer service department creation.Resolve customer queries effectively, efficiently and quicklyAmplify the voice of the customer by escalating customer feedback and ideas for improvementWow our customers with amazing brand knowledge and champion the brand at all timesExpertly manoeuvre systems (ours & 3rd party) to investigate and resolve customers queries accurately and quicklyAchieve key metrics, targets and goals to ensure the highest level of service is delivered to our customersDeliver high quality standards, personalise communications to customers to fit the customer's individual style, brand values and the required brand tone of voiceCommunicate with customers via email, phone, salesforce.Effectively manage personal performance, taking a proactive approach to continuous personal development and improvementTake ownership for resolving a customer query and deliver on promises, ensuring the customer is kept informed and a positive resolution is achieved in the shortest timeframe possibleCarry out a range of non-customer facing tasks to support the customer journeyCarry out fraud management duties to protect against revenue loss whilst ensuring focus on minimising the impact upon our genuine customers.Work in partnership with 3rd parties (carriers etc.) to support a positive customer journey and to rectify any issues arisingComply with documented legislations, regulations and policies and that any concerns or risks identified are immediately escalated.Manage time effectively to ensure schedule adherence, inbox management and timely customer responses.Team working with E-commerce merchandising team, product department and supply chain office.

Wholesale Customer Service Coordinator France & Benelux / Vans Snowboard & Protec hardgoods

• May 2011 - May 2012

Consultant Outdoor "Winter Market & technical Products"

• Oct 2005 - May 2011

Wholesale Customer Service

• Mar 2007 - Apr 2011

Sales Meeting Coordinator EMEA

• Mar 2007 - Jun 2007

PSS Store Manager

• Dec 2005 - Mar 2007

Retail Store Manager / Australia

• May 2005 - Sep 2005

Sales Executive / Field Merchandiser

• Aug 1999 - Aug 2001

Promoter/Merchandiser secteur Sud Ouest Promoter/Merchandiser secteur Sud Ouest