Customer Service Coordinator

We have partnered with MARS, a family-owned business with more than $35 billion in global sales. They produce some of the world’s best-loved brands: M&M’s®, SNICKERS®, TWIX®, MILKY WAY®, DOVE®, PEDIGREE®, ROYAL CANIN®, WHISKAS®, EXTRA®, ORBIT®, 5™, SKITTLES®, BEN’S ORIGINAL® and COCOAVIA®. Alongside consumer brands, they proudly take care of half of the world’s pets through the nutrition, health and services businesses such as Banfield Pet Hospitals™, BluePearl®, Linnaeus, AniCura, VCA™ and Pet Partners™. Headquartered in McLean, VA, Mars operates in more than 80 countries. The Mars Five Principles – Quality, Responsibility, Mutuality, Efficiency and Freedom – inspire their 130,000 Associates into taking action every day towards creating the world they want tomorrow. 

We are looking for Customer Service Coordinator who will join their team. 

About the role

Customer Service Coordinator`s main task is to provide best in class customer service to Mars trade partners and to drive excellence in supply chain together with other functions in the market. Systematically work on building and enhancing existing internal and external relationships for accelerated value creation. Be curious and interested in the systems side of the role in order to work efficiently and be able to resolve problems swiftly. Finally, the success in the job is also determined by living the Mars company culture and being actively engaged not only in respective market unit but also in the broader regional community. The position is part of regional Customer Service team, having peers located across the whole region. The position reports to Customer Service Manager. This particular associate will be responsible for work with Mars distributors in Balkan markets.

Key responsibilities:

• Processing of all order types, customer claim resolutions, invoicing in timely manner and in accordance with defined procedures.
• Provide service-oriented customer support on topics related to logistics product information.
• Provide necessary reports and confirmations that enable efficient execution of period-end and year-end processes.
• Timely and accurate maintenance of the active range of products for each market in order to avoid any losses during item changes.
• Align and execute the process of reserving stock for customers in case of planned quotas and ensure that the customers are informed about non-deliveries.
• Ownership or support with reporting to state authorities (e.g. Intrastat, Green Point Packaging report).
• Support warehouse, financial, quality and inventory audits.
• Address deviations from planned performance and KPIs with suitable deep-dives and action plans to improve unsatisfactory performance.
• Be prepared for quality handovers and efficient succession process.
• Report and inform internal key stakeholders (and external if needed) about Customer KPIs.
• Establish a customer collaboration plan for key customers across internal and external stakeholders with the objective to improve customer’s performance KPIs and its engagement.
• On team level secure a high level of engagement through active participation, positive behavior and personal development (living Mars Five principles).
• Plan and devote time and effort to build relationship with customers through physical and virtual meetings in order to improve processes and support each other’s KPIs.
• Actively participate in and support of regional customer service team meetings to engage knowledge transfer and best practice sharing.
• Act as a local SAP/Atlas User (testing, new process, solving issues).
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Requirements:

• Bachelor's Degree
• Good communication skills, customer oriented, problem solving, action oriented, strong planning and prioritizing skills.
• Ability to work independently.
• Team player, proactive, able to build and maintain relationships within team and outside.
• Previous experience: experience in similar role is preferable, at least 1-2 years.
• Systems knowledge: experience using SAP / Atlas is preferable, as well as experience of using office productivity software (such as Microsoft Outlook, Excel, PowerPoint etc.).
• Fluent in English.

Only shortlisted candidates will be contacted.