DGB Americas Customer Service Coordinator – Sales Operations & Claims

Location: Miami, FL

Reporting to: Sr. Manager Customer Service, Americas

Role Mission

We are seeking a proactive, highly organized, and solutions-oriented Customer Service Coordinator – Sales Operations & Claims to support the seamless execution of sales support operations, event logistics, and customer claims management across the U.S. business.

This role plays a critical part in ensuring the successful coordination and delivery of products, tools, and materials for DG Beauty events and pop-up activations, while also managing the timely investigation and resolution of customer claims. Acting as a key liaison across Customer Service, Sales, Marketing, Planning, Logistics, Warehouse, and external partners, this individual will help drive operational excellence, customer satisfaction, and continuous process improvement throughout the organization.

Key Responsibilities

Sales Support & Event Operations

• Coordinate the allocation, consolidation, and delivery of DG Beauty tools, materials, and event assets for events and pop-up activations, ensuring seamless execution across all locations.
• Manage event and activation schedules, prioritizing shipments according to business needs, timelines, and operational requirements.
• Ensure all products, tools, and materials are delivered on time and in full to support retail and brand activities.
• Partner with Sales, Customer Service, Planning, Warehouse, Logistics, Marketing, and Retail teams to resolve shipment, inventory, lead-time, and delivery challenges.
• Collaborate with Planning teams and third-party suppliers to monitor inventory levels and maintain accurate records of event-related assets and materials.
• Serve as a primary point of contact for event logistics and operational inquiries, ensuring timely communication and issue resolution.
• Maintain accurate records of allocations, shipments, deliveries, and event support activities.
• Identify opportunities to optimize processes, improve workflows, and enhance overall operational efficiency.
• Ensure all activities are executed in accordance with company policies and Dolce&Gabbana Beauty standards.

Claims Management & Resolution

• Develop a thorough understanding of customer-specific supply chain, shipping, invoicing, compliance, and documentation requirements across multiple customer channels.
• Review and assess claims related to shipping, delivery, order fulfillment, invoicing, pricing, documentation, and compliance matters.
• Reconcile claims against orders, invoices, shipments, proof of delivery, and supporting documentation to validate issues and determine appropriate resolutions.
• Investigate root causes of claims and identify recurring trends that may require corrective actions or process improvements.
• Coordinate with internal departments and external partners to gather information, resolve discrepancies, and ensure claims are addressed within required timelines.
• Communicate findings, recommendations, and resolutions clearly to both internal stakeholders and external customers when appropriate.
• Maintain complete and accurate documentation related to claims investigations and resolutions.

Cross-Functional Collaboration

• Build strong partnerships across Sales, Marketing, Customer Service, Planning, Logistics, Warehouse, Finance, and external business partners.
• Proactively communicate risks, delays, discrepancies, and customer-impacting issues to the appropriate stakeholders.
• Act as a collaborative partner in supporting business objectives while maintaining a high level of customer service and operational excellence.

Continuous Improvement

• Support initiatives aimed at improving customer experience, operational efficiency, process accuracy, and compliance standards.
• Contribute to the development of streamlined processes and best practices that enhance cross-functional collaboration and service performance.
• Promote a customer-focused and solutions-driven mindset across all areas of responsibility.

Requirements & Skills

• Bachelor’s degree in Business Administration, Supply Chain, Event Marketing, or a related field.
• Minimum of 3 years of experience in Customer Service, Event Marketing, Logistics, or a related operational role.
• Experience within the luxury beauty industry is a plus.
• Experience working with SAP is a plus.
• Proficiency in Microsoft Excel and other Microsoft 365 applications.
• Must be authorized to work in the United States.
• Fluent in English and Spanish; Italian is a plus.