.

Customer Service Specialist x 2

Castle Cary, Somerset, UK

£24,300 - £30,400 + benefits

 

BACKGROUND

Ready to join our exiting and fast-paced European E-commerce Team? In order to secure future growth, we are currently undergoing a major transformation, leading to the creation of an International Key Account (IKA) Business Unit. In this context, we are building our future Supply Chain Team and are looking for two motivated Customer Service Specialists who will thrive in a newly established environment and will contribute to the development of an effective relationship with one of Mars' largest customers. He/She will report to the IKA Supply Chain Manager.

 

THE JOB

Aligned with the 5 principles and our safety & quality Mars Standards, the purpose of the job is:

-                To deploy Customer Service strategy and provide the best customer experience and enhance relationships with customers

-                To drive continuous improvement plans across Customer Service activities in order to meet agreed customer service requirements and IKA business objectives.

 

KEY OUTPUTS  

•           Responsible for administrative tasks and procedures, related to order management and follow-up, billing and customer complaint resolution.

•           Guarantee proper reception of customer orders from different origins (normally EDI, weborder or email). Check and process them in our ERP (Navision), adjusting the orders as needed.

•           Make sure that information needed for orders appears correctly in the customer master card (prices, logistics information, portfolio, legal, invoicing, delivery, …)

•           Do follow-ups with logistics on order tracking, ensuring products are delivered according to agreed SLA with customer, fulfilling service and quality standards according to policies and procedures established by the company.

•           Handle special customer requests on order delivery and assure post-sales service to customers.

•           Monitoring of invoices and receivables. Manage the possible debt, with periodic reports, sharing the administrative responsibility together with the Key Account Manager (KAM) to ensure timely invoice payments.

•           Set an effective communication with the KAM on customer’s activity, ensuring that customer requirements and negotiated conditions are met and delivered in a timely manner, reporting any deviation.

•           Create reports and statistics on sales, returns, as well as analyze will have to be made in order to ensure great customer management.

•           Manage item master data to guarantee the right performance in the ERP and ensure that item information in the systems are all time accuracy. Be custodian of item creation and item termination processes are properly developed.

•           Be the representative of Supply Chain Business processes and lead the implementation and continuous improvement in 1NAV.

•           Develop strong level of collaboration with European Supply Chain communities.

•           Bring expertise to provide sales & marketing teams a functional support to operate specific operations.

•           Keep a continuous improvement mindset and propose solutions or recommendations to reported issues

 

KEY OUTPUTS  

The job holder will have a direct and frequent contact with customers through telephone, email, and he/she will work mainly with ERP and EDI systems. The job holder will have to build a close collaboration with other departments in Supply Chain as Logistics and Demand Planning as well as the Key Account Manager, Trade Marketing, Finance and 4 European factories.

This person will actively participate in transversal projects in the company, and as such, will lead internal projects to improve our processes and systems with the aim of achieving Customer Service Excellence.

This role will be critical for the business due to the relevance of its strategic customer who will be growing in the coming years.

To successfully develop this position, we are looking for a person with excellent communication skills as the job holder will have to deal with an exigent customer and numerous internal stakeholders. It will be important for the job holder to solve situations that arise in the day to day activities with an empathic attitude, assertiveness, diplomacy and courtesy, guaranteeing the success of our business.

Being in daily contact with the customer, this position demands high conflict management skills and a customer centric mindset as well as good organization skills to manage day to day priorities and periodic tasks.

As a representative of the Supply Chain business process function for our ERP 1NAV, the job holder will centralize the problems and opportunities for continuous improvement of the users and report them to the support team. He/she manages the communication to the end users, which guarantees the correct level of information, mainly when problems occur. The training of partners in processes and systems will be part of the responsibilities, in addition to being an interface with BPL and support teams.

 

 

QUALIFICATIONS & COMPETENCIES

 

 

Profile

1. Education & Professional Qualification

•           Bachelor's Degree preferred, however other qualifications or relevant experience will also be considered.

•           Fluency in English.

 

2. Knowledge/Experience

•           Demonstrable experience in a Customer Service function, ideally from within an FMCG company

•           A track record of success in Customer Service functions, particularly in building and/or maintaining effective long-term B2B relationships with customers.

•           Systems knowledge: Intermediate Microsoft Excel, experience using ERP systems such as Navision/1NAV/Microsoft Dynamics or EDI systems is prefered, as well as experience using Microsoft Office Products

•           Comfortable working remotely

 

 

Preferred Competencies

•           Customer focus

•           Action oriented

•           Problem Solving

•           Conflict management

•           Peer relationship

 

Functional capabilities

•           Quality at Mars

•           Analytical capability

•           Lean principles

•           Customer Focus

•           Business Process Applications

•           Logistics Management

 

 

"We are committed to equal opportunity employment practices."

.