Customer Service Manager

COTY

Coty is one of the world's largest beauty companies, with an iconic portfolio of fragrance, color cosmetics, skincare, and body care brands. At Coty, we celebrate and cultivate a culture of kindness. Therefore, we are proud to be an equal opportunity employer.

At Coty, we believe that beauty lies in diversity and we are committed to continuing to build an environment where all talents shine, as we value the unique contributions that each individual brings to our team. And as part of our commitment to inclusion, all profiles are welcome.

Mission

The Customer Service Manager is responsible for ensuring efficient execution and end to end order flow, supported by automation, standardization, and strong cross functional collaboration. This role connects Customer Service, Master Data, Distribution Centers, Transportation, IT, Finance, and Commercial teams to drive performance, cost reduction, and operational efficiency, ensuring service excellence throughout the order to delivery cycle. Scope clarification: CPFR activities are managed by another role within the structure and are not part of this position’s responsibilities

RESPONSIBILITIES & DUTIES

Customer Service & Efficient Execution Ensure

accurate, fast, and reliable execution

of customer orders across the end‑to‑end cycle. Drive disciplined operational routines to guarantee service consistency and execution excellence. Actively manage exceptions, priorities, and escalations with focus on customer impact and business continuity. Order‑to‑Delivery & End‑to‑End Cycle Management Own the

Order‑to‑Delivery process , covering: Order management Partnership with Sales ADM and Master data teams Synchronization with Distribution Centers and Transportation teams Ensure full visibility, traceability, and synchronization across systems and operational teams. Identify bottlenecks, risks, and inefficiencies, leading corrective and preventive actions. Operational Performance with DC & Transportation Serve as the primary Customer Service interface with

DC and Transportation teams . Monitor execution performance, service failures, and delivery deviations. Drive root‑cause analysis and cross‑functional action plans to stabilize and improve service levels. Cost Reduction & Efficiency Improvement Identify and lead opportunities for

cost reduction , productivity gains, and operational savings. Challenge inefficiencies in processes, rework, manual activities, and service failures. Support cost‑to‑serve discussions through data, insights, and operational improvements. Efficiency, Automation & Standardization Lead

internal process automation and standardization initiatives , reducing manual work and variability. Partner with IT to implement and enhance digital solutions (e.g. order automation, EDI, system integrations). Promote scalable, standardized processes across customers, channels, and regions when applicable. Operational KPI Management Define, monitor, and analyze

operational KPIs

such as: Order Accuracy Cycle Time Backlog Claims and Returns Operational Support for the Commercial Team Act as a strong

operational partner to Sales and Commercial teams . Ensure alignment between commercial commitments, operational capacity, and service execution. Support new initiatives, promotions, and customer agreements from a feasibility and execution perspective. People & Stakeholder Management Lead, develop, and engage the Customer Service team, ensuring clear roles, accountability, and performance management. Foster a culture of efficiency, collaboration, and continuous improvement. Build trusted relationships with internal stakeholders to enable fast, effective execution.

REQUIREMENTS AND QUALIFICATIONS

Bachelor’s degree in Supply Chain, Engineering, Business Administration, or related fields. Solid experience in

Customer Service, Operations or Supply Chain Operations . Strong understanding of end‑to‑end Order‑to‑Delivery / Order‑to‑Cash processes. Proven experience with

DC operations, transportation, master data, and cross‑functional collaboration . Track record in

cost reduction, process optimization, automation, and digital transformation . Strong analytical, communication, and leadership skills. Fluent English (Spanish is a plus). Cost awareness and continuous improvement mindset Process orientation and standardization Digital and automation mindset Data‑driven decision‑making

ADDITIONAL INFORMATION

Hybrid work model: 2 days in-person and 3 days remote; Location: Vila Olimpia.