Retail Support Specialist

Overview The Retail Support Specialist is responsible for the communication to and from L’Occitane’s retail stores located in US and Canada as well as Mini Hubs. The Retail Support Specialist provides support for operational training to the retail stores and helps identify process improvements. The role also maintains a good level of stock across all stores based on a predetermined KPI and reports monthly on adjustments and stock reconciliation deviations. Responsibilities Be the point of contact between the 160+ retail stores, the field leadership team, and the Supply Chain team Make sure all inquiries from stores are answered within 48 hours max Communicate to stores in the weekly newsletter (Bonjour L’Occitane) any relevant information regarding stock or supply chain management Be the link between supply chain and retail operations teams to : Flag and find solutions for any stock concerns and improper store procedures Complete adjustments and investigate the root causes of issues Communicate and present to leadership all Adjustment per type and propose an action plan if needed Be the link between supply chain and marketing teams to : Ensure non-mainland US stores (PR and HI) are fully utilizing products/older kits to avoid expiration Suggest available stock in stores to plan sidewalk sales and marketing events (local events, Fukubukuro …) Perform morning and afternoon checks to ensure the daily replenishment orders are accurate and ready to be prepared by the warehouse Perform Weekly stores stock reconciliation to ensure inventory records in SAP align with the physical stock in the warehouse or store. This helps prevent issues like lost sales due to inaccurate stock information. Perform Weekly IDoc Monitoring and Troubleshooting Process daily Commercial Invoicing Training and Process Improvement Updating current training documents Identify and build process improvement action plan based on feedback from store and B2C Stock Fulfillment team Keep all training documentation updated Ad hoc support and projects as assigned. Key performance indicators (KPIs) On Shelf Availability (OSA) and Mini hub Rejection % In Full orders Adjustment KPI Stock Reconciliation Idoc Emails/calls answering time Requirements Education Bachelor’s degree Experience & Skills 3-5 years of experience in Customer Service or Supply Chain, ideally in a retail business Customer service oriented Excellent communication and people skills Ability to function in fast-paced environment Strong organizational/multi-tasking/prioritization abilities Collaborative skills in solving issues with other departments Detail Oriented Ability to analyze numbers and draw reasonable conclusions Computer skills in applications such as MS Excel, Word, and PowerPoint Knowledge of SAP a plus Fluent in English The compensation for this role ranges from $60,000 - $65,000 (based on skills, experience and geographical location). L'Occitane en Provence offers a competitive compensation package and a comprehensive benefits package. L’Occitane en Provence is an equal opportunities employer. One way we act on this is by continuously fostering a more diverse and inclusive workplace and organizational culture. We are committed to building an environment that is free from discrimination and harassment, where everyone feels respected, valued, and able to grow. We seek positive-minded individuals who embody our core behaviors — Trust, Curiosity, Excellence, Impact — and who share our commitment to sustainability. We welcome applications from people of all genders, ages, sexual orientations, ethnicities, background, religions, beliefs, ability statuses, and all other dimensions of diversity. Employment may be subject to verification of references and background check investigation. If you believe your profile is a good match for this position, we invite you to apply even if you don’t fulfil every single listed qualification. #J-18808-Ljbffr L'OCCITANE Group (B Corp)