Retail Support Specialist

Born of a simple gesture in 1976, L’Occitane en Provence reveals the living power of flora, where the light of the sun meets the richness of the earth. With advanced expertise, we turn these natural treasures into sensorial, efficient experiences, as sustainable as possible and profoundly inspired by Haute Provencal nature. Our culture is built through everyday moments—how we behave, make decisions, and show up for each other. With Trust as our foundation, Curiosity as our compass, and Excellence as our standard, we create lasting Impact for the people around us and our planet.

About the role

The Retail Support Specialist is responsible for communication to and from L’Occitane’s retail stores located in the US and Canada, as well as Mini Hubs. This role provides operational training support, identifies process improvements, and maintains optimal stock levels across all stores based on predetermined KPIs. The specialist also reports monthly on adjustment types and stock reconciliation deviations.

Responsibilities

• Serve as the point of contact between 160+ retail stores, the field leadership team, and the Supply Chain team.
• Ensure all store inquiries are answered within 48 hours.
• Communicate relevant stock or supply chain management information to stores via the weekly newsletter (Pulse).
• Act as the liaison between supply chain and retail operations teams to:
  • Flag and resolve stock concerns and improper store procedures.
  • Complete adjustments and investigate root causes of issues.
  • Communicate and present adjustment types to leadership, proposing action plans as needed.
• Act as the liaison between supply chain and marketing teams to:
  • Ensure non-mainland US stores (PR and HI) fully utilize products/older kits to avoid expiration.
  • Suggest available stock in stores for sidewalk sales and marketing events (e.g., local events, Fukubukuro).
• Perform morning and afternoon checks to ensure daily replenishment orders are accurate and ready for warehouse preparation.
• Conduct weekly store stock reconciliations to align SAP inventory records with physical stock in warehouses or stores, preventing lost sales due to inaccurate stock information.
• Perform weekly IDoc monitoring and troubleshoot daily commercial invoicing processes.
• Update current training documents and build process improvement action plans based on feedback from stores and the B2C Stock Fulfillment team.
• Maintain all training documentation.
• Handle all other assigned duties or projects.

Key Performance Indicators (KPIs)

• On Shelf Availability (OSA) and Mini Hub Rejection %
• In Full orders
• Adjustment KPI
• Stock Reconciliation
• IDoc
• Email/call response time

Requirements

• Bachelor’s degree or equivalent experience.
• 3–5 years of experience in Customer Service or Supply Chain, ideally in a retail business.
• Customer service-oriented with excellent communication and interpersonal skills.
• Ability to thrive in a fast-paced environment.
• Strong organizational, multitasking, and prioritization abilities.
• Collaborative approach to solving issues across departments.
• Detail-oriented with the ability to analyze data and draw reasonable conclusions.
• Proficiency in MS Excel, Word, and PowerPoint.
• Knowledge of SAP is a plus.
• Fluent in English.

Benefits

• Comprehensive benefits package.
• Annual discretionary corporate incentive bonus.
• Competitive paid parental leave.
• Generous employee discount on all L’Occitane en Provence products.