[2026] Japan - International Customer Care (DONA)

Role Overview

The International Customer Care acts as the key inter-group interface, managing customer service, logistics, and supply chain operations between L'Oreal factories and L'Oreal affiliates (including hubs and Travel Retail).

This role combines the daily order execution with important responsibilities to ensure the compliance and seamless end-to-end international supply chain flows.

Key Accountabilities

Order & Delivery Management、Warehouse Management

• Manage the complete order processing cycle with overseas group affiliates, collaborating with S&OP to monitor stock availability and align shipping schedules with business priorities.
• Perform warehouse KPI analysis such assaturation, and manage activities including disposal, and annual stock taking.
• Coordinate importation delivery of materials, communicating daily with factories and custom brokers to expedite shipments.

Customs, Trade Compliance & Administration

• Oversee export/import documentation including Bill of Lading filing, Shipping Info entry, Packing Lists, Import Permissions, and Arrival Notices.
• Maintain MSDS/SDS documentation, conduct Dangerous Goods checks.
• Manage trade related data such as HS Code maintenance, Origin Registration and related compliance documents.
• Track and compile monthly transportation KPIs (Freight and Customs) and conduct quarterly business reviews with forwarder.

IT & Systems Coordination

• Serve as a ERP system user, providing first-level support and trouble shooting
• Contribute to testing to ensure system readiness and process compliance along with the transformation .E.g. group transformation project, new market rollout

Finance & Audit Support

• Support monthly accounting and financial closing procedures for business units.
• Provide necessary documentation and support for Customs Audits, and Internal/External Audits.

◆Core Competencies Required

Tools & Systems: ERP Systems, Data & Office Tools - Advanced Excel skills is preferred, proficiency in Power BI for dashboard tracking.

Expertise: Practical knowledge of international transportation, trade compliance, HS code classification, dangerous goods handling, and FTA origin procedures is preferred.

Languages

• Japanese: Native-level (Mandatory: for close collaboration with 3PL vendors and domestic warehouses/plants).
• English: Business-level (Mandatory: strong communication, negotiation, and writing skills to liaise smoothly with S&OP, global supply chain teams, and overseas customs brokers).

Soft Skills

• Data-oriented analytical mindset, strong agility to adapt to change, and robust problem-solving skills.
• Excellent cross-functional communication and stakeholder management skills to navigate complex, fast-paced international supply chain networks.