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.
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Position: Customer Service Specialist
Department: Customer Service
Work Location: Bussigny, Switzerland
Contract 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.
Responsibilities
Order Management
1. Review customer purchase orders, including SKUs, quantities, pricing, and delivery methods.
2. Process orders in the Oracle ERP system and issue order confirmations.
3. Check stock availability and plan pallet splits (ship sets) based on transport method.
4. Perform daily checks on EDI and B2B orders, ensuring timely release and resolving errors or blocks.
5. Amend or cancel orders based on customer or operational requests.
6. Maintain an accurate and up-to-date order book for full visibility of monthly deliveries.
7. Identify and follow up on issues preventing order release (., credit holds, cash-in-advance, stock shortages), escalating when necessary.
Logistics
8. Monitor order preparation, collection, and on-time delivery, maintaining close communication with 3PL partners.
9. Manage value‑added services (VAS) with the warehouse, keeping instructions updated and resolving issues while driving efficiency improvements.
10. Oversee preparation and collection of EXW orders to ensure timely customer pickups.
11. Track delivery bookings for DDP orders and support 3PL partners in resolving customer delivery challenges.
12. Review unannounced customer returns and generate RMAs for the 3PL.
13. Register customer complaints and investigate with warehouses (., missing items, damages, incorrect delivery addresses).
Customer Care
14. Keep customers informed on order status and proactively communicate any changes to confirmed dates.
15. Manage customer complaints, providing timely and appropriate solutions and ensuring full resolution.
16. Analyse customer penalties to identify root causes and improve processes to reduce occurrences.
17. Process defective returns, issuing RMAs and credit notes.
18. Monitor on-time delivery performance and support the business in meeting monthly sales targets.
Skills needed to be successful in this role:
19. CFC Customer Service Agent or equivalent experience - 3 to 5 years preferable
20. Experience in B to B and FMCG a plus
21. Knowledge in Oracle a plus
22. Above-average proficiency in relevant software programs, especially MS office (Word, Excel, PowerPoint, Outlook…)
23. Fluency in English is a must
24. Language skills in German would be a plus
25. Authorized to work in Switzerland on a full-time basis is required
What do we offer?
26. Competitive compensation package depending on experience and skills
27. Collective Health Insurance or Gym Allowance
28. Mobility allowance
29. Flexible work policy with regards to working hours and work from home
30. Increased flexi-days package after 1 year of service
31. Swibeco
32. Modern office with collaborative workspaces
33. Employee assistance counselling line
34. Employee discounts on all our EMEA products
35. Lunch and Learns
36. Company closure between Christmas and New Year’s
37. Employee Stock Purchase Plan
38. The chance to work in an international, diverse, and inclusive environment!