The Opportunity

We are looking for an enthusiastic Customer Care B2C Specialist to speed up our capabilities, processes andtools. You will be focused to deliver outstanding experiences and relaying insights from consumersinteractions. Your contribution will be key to become a data driven organization and develop a continuousconsumer experience excellence.

What you'll get to do

Support Consumer Care Operations order to cash process
- Monitor service levels and solving/escalating incidents
- Fraud prevention process
- SAP integration process
- Stockout process
- Delivery process
- Order replacement process
- Manage quality issues
- Return process
- Commercial refund process
- Return and rejection processes

Support Consumer Care Experience team
- Consumer brands and products questions
- Brand animation and promotions
- Product availability requests reception and follow-up
- General requests reception, escalation and follow-up

Support Consumer Care projects coordination
- Identify processes that need improvement & automation




- Provide insights and business impacts to assess its priority
- Benchmark CX solutions and follow-up
- Support UAT and go live follow-up

We'd love to meet you if you have

Experience
- Minimum 1 year in a similar job
- Experience in luxury, beauty or fashion will be a plus

Education
- Degree in Business Administration, Industrial Engineering or similar

Languages
- English and Spanish: fluent
- Other languages: not a must, but will be a plus

Competencies
- Ability to listen and active problems-solver
- Ability to orchestrate multiple tasks and deliver on time
- Meticulous attention to detail
- Ability to handle pressure and workload
- Analytical skills
- Excellent communications skills
- Customer centric

Specific knowledge
- OTC processes & quality issues (required)
- SAP (required)
- Proficiency in Excel (required)
- E-commerce experience (will be a plus)
- Shopify (will be a plus)
- SAP Commerce Cloud (will be a plus)

A few things you'l

📌 Customer CareC Specialist (España)
🏢 No Specific Brand
📍 España