Customer Service Specialist

Lausanne
Unbefristet
Vollzeit

3 Tage her

Join our Customer Service team at Helen of Troy and make an immediate impact on our trusted brands: and . Together, we build innovative and useful products that elevate people's lives everywhere, every day.Look around your home, and you'll find us everywhere, in your kitchen, living room, bedroom, and bathroom. We are already making your everyday lives better. We are powered by knowledgeable, enthusiastic, and forward-thinking people committed to developing a culture of inclusion. Whether you are just starting your career or in need of a challenge, we recognize, develop, and empower talent!Position: Customer Service SpecialistDepartment: Customer ServiceWork Location: Bussigny, SwitzerlandContract Type: Permanent, Full Time (42 hours per week) Hybrid (work 3 days onsite)What you will be doing:The CS Specialist oversees customer service operations for our B2B clients across the MHPP channels (Mass, Housewares, Pharma, and Prestige) in Europe and the UK. Acting as the central point of contact for customers and our 3PL partners, they manage orders, returns, and claims, ensuring every delivery is accurate, timely, and meets our quality standards. This role is key to driving customer satisfaction and business growth, working closely with Sales and Logistics to build strong relationships, support seamless operations, and foster long‑term customer loyalty.ResponsibilitiesOrder Management

Review customer purchase orders, including SKUs, quantities, pricing, and delivery methods.
Process orders in the Oracle ERP system and issue order confirmations.
Check stock availability and plan pallet splits (ship sets) based on transport method.
Perform daily checks on EDI and B2B orders, ensuring timely release and resolving errors or blocks.
Amend or cancel orders based on customer or operational requests.
Maintain an accurate and up-to-date order book for full visibility of monthly deliveries.
Identify and follow up on issues preventing order release (e.g., credit holds, cash-in-advance, stock shortages), escalating when necessary.

Logistics

Monitor order preparation, collection, and on-time delivery, maintaining close communication with 3PL partners.
Manage value‑added services (VAS) with the warehouse, keeping instructions updated and resolving issues while driving efficiency improvements.
Oversee preparation and collection of EXW orders to ensure timely customer pickups.
Track delivery bookings for DDP orders and support 3PL partners in resolving customer delivery challenges.
Review unannounced customer returns and generate RMAs for the 3PL.
Register customer complaints and investigate with warehouses (e.g., missing items, damages, incorrect delivery addresses).

Customer Care

Keep customers informed on order status and proactively communicate any changes to confirmed dates.
Manage customer complaints, providing timely and appropriate solutions and ensuring full resolution.
Analyse customer penalties to identify root causes and improve processes to reduce occurrences.
Process defective returns, issuing RMAs and credit notes.
Monitor on-time delivery performance and support the business in meeting monthly sales targets.

Skills needed to be successful in this role:

CFC Customer Service Agent or equivalent experience - 3 to 5 years preferable
Experience in B to B and FMCG a plus
Knowledge in Oracle a plus
Above-average proficiency in relevant software programs, especially MS office (Word, Excel, PowerPoint, Outlook…)
Fluency in English is a must
Language skills in German would be a plus
Authorized to work in Switzerland on a full-time basis is required

What do we offer?

💸 Competitive compensation package depending on experience and skills
🩺 Collective Health Insurance or Gym Allowance
🚂 Mobility allowance
💻 Flexible work policy with regards to working hours and work from home
☀ Increased flexi-days package after 1 year of service
👌 Swibeco
💼 Modern office with collaborative workspaces
👂 Employee assistance counselling line
🎁 Employee discounts on all our EMEA products
💪 Lunch and Learns
🏝 Company closure between Christmas and New Year’s
📈 Employee Stock Purchase Plan
👌 The chance to work in an international, diverse, and inclusive environment!

Wondering if you should apply? Helen of Troy welcomes people as diverse as our brands! Have the confidence to come as who you are because your point of view, skills, and experience will make us stronger. If you're eager to share new ideas and try new things, we want to hear from you.#LI-HYBRID#LI-AC1Founded in 1968, Helen of Troy is a prominent player in the global consumer products industry, offering diverse career opportunities across North America, South America, Europe, and Asia. We boast a collection of renowned brands such as OXO, Hydro Flask, Osprey, Honeywell, PUR, Braun, Vicks, Hot Tools, Drybar, Curlsmith, and Revlon – many of which rank #1, #2, or #3 in their respective categories, making the Helen of Troy name synonymous with excellence and ingenuity.At Helen of Troy, our strategy involves acquiring brands that we can integrate and enhance, amplifying their unique attributes to drive growth and profitability. Embracing a culture of collaboration internally and externally, we are committed to providing innovative solutions tailored to consumers, operational excellence, global scalability, and exceptional shared services to support our brand portfolio. This dedication to fostering development and success sets Helen of Troy apart as a pioneer in the industry, propelling our brands to unparalleled heights of success and recognition worldwide.The above statements are intended to describe the general nature and level of work performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities and duties required of personnel so classified. Management retains the right to add or to change duties of the position at any time.

Helen of Troy

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