Job Description

Job Title: Customer Service Specialist – LATAM & Travel Retail

Location: Miami, Florida

Department: Customer Service, Supply Chain

Reports To: Customer Service Senior Manager

About Dolce & Gabbana Beauty

Dolce & Gabbana Beauty embodies the iconic luxury and craftsmanship of the Dolce & Gabbana brand. With a commitment to excellence, we create high-quality fragrances, makeup, and skincare products that inspire confidence and sophistication.

Job Summary

The Customer Service Specialist is responsible for end-to-end order-to-cash execution for LATAM and Travel Retail accounts. This role serves as the primary point of contact for customers and internal partners, ensuring flawless order management, efficient logistics coordination, and timely issue resolution. The ideal candidate brings strong operational rigor, stakeholder management, and a solutions-oriented mindset across diverse markets and time zones.

Key Responsibilities

Order-to-Cash Management

• Own order management for LATAM and Travel Retail accounts, from entry and validation to release, shipment, and invoicing.
• Verify data accuracy (pricing, terms, credits, item set-up, allocations) and maintain clean customer master data.
• Monitor backlog and release orders in line with shipping status, allocations, and priority launch timelines.
• Track order cycle times; drive corrective actions when targets are at risk.

Account Support & Relationship Management

• Serve as the first point of contact for customers and operators (distributors and duty free partners), providing timely, professional responses and proactive updates.
• Partner with Key Account Management to align service levels with commercial plans, launches, and promotional calendars.
• Manage claims and deductions, coordinating resolutions with Finance/AR and Warehouse.

Logistics

• Collaborate with Logistics Department and warehouses at local level and global level, to manage orders pick up and shipment.
• Escalate risks early (capacity constraints and delays) and implement risk-mitigation plans.

Cross-Functional Collaboration

• Work closely with Supply Chain Planning, Logistics/Warehouse, Finance, Commercial, and Marketing to ensure on-time, in-full execution.
• Contribute to customer playbooks, SOPs, and service level agreements.

Data, Reporting & Continuous Improvement

• Maintain accurate logs, dashboards, and KPIs.
• Identify process gaps and support process improvements.

Qualifications & Requirements

• Bachelor’s degree in Business, Supply Chain, or a related field, or equivalent experience.
• 3–5 years of customer service/order management experience in beauty, luxury, or CPG; regional LATAM and/or Travel Retail exposure strongly preferred.
• Proficiency in SAP ERP is a plus.
• Knowledge of Incoterms, export documentation, and cross-border logistics.
• Advanced Excel skills (pivot tables, lookups); experience with BI tools is a plus.
• Excellent written and verbal communication; strong stakeholder management and problem-solving skills.
• Bilingual English/Spanish required.
• Strong detail orientation with excellent prioritization and execution in dynamic settings.

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