Customer Fulfilment Specialist Retail Amsterdam • Rituals

As a Customer Fulfilment Specialist Retail, you will play a crucial role in ensuring our retail shops receive their orders efficiently and accurately. You will be responsible for managing the order to cash cycle for retail shops and providing exceptional customer service. You will act as the single point of contact for our customers/shops for all non-commercial questions, inquiries, or problems.

Your role will involve developing and implementing principles, frameworks, and tools to ensure the right fulfillment solutions are executed efficiently. You will also ensure that other departments support the end-to-end (E2E) flow. In this position, you will drive the strategic and tactical development of customer fulfillment initiatives, such as expansion, service innovation, and process optimization.

Additionally, you will be the first point of contact for escalations, challenges, and opportunities in daily operations. You will collaborate with various teams to ensure the success of the fulfillment processes.

In this role, your qualities will significantly enhance our team: 

• You bring strong problem-solving abilities, allowing you to quickly analyze processes and identify root causes.
• You act as the crucial link between technology and operations, enabling seamless process improvements. You communicate clearly and tactfully with both internal departments and external partners. Your ability to understand diverse interests and build consensus makes you a valuable addition to our team.

Key Responsibilities:

• Excellent execution of the order to cash cycle, returns, and logistic processes for retail shops.
• Initiate, lead, facilitate, and support development activities that create a unique competitive position and the best customer experience.
• Report to the Manager Retail Fulfilment and collaborate with Retail teams, warehouse operations, transport management, Finance, and Business Technology.
• Responsible for defining and realizing our consumer delivery promise.
• Manage the fulfillment processes and ensure accurate and timely execution.
• Automate processes to minimize workload and maximize accuracy and customer satisfaction.
• Responsible for performance and KPI management of the fulfillment processes.

• Bachelor’s or Master’s degree in an operational field or supply chain.
• 2-3 years of relevant experience in order management in a commercial organization.
• Excellent communication and stakeholder management skills.
• Analytical, proactive, persuasive, and service-oriented.
• Experience with ERP systems and data management systems, preferably D365.
• Advanced MS Office skills and possibly experience with data visualization tools (PowerBI).
• Fluent in business English and preferably Dutch.