Customer Care

Job Description:

Customer Care Coordinator.

We are looking for a Customer Care Coordinator who will play central role by interacting with various stakeholders: Product Supply Coordinators and Co-packing Coordinators, who will be working closely with Key Account Managers to support Sales in daily operation and driving corrective actions through the whole value chain to improve fill rate on time KPI as well as the customer engagement.

What are we looking for?

• Bachelor degree or equivalent by experience
• Good verbal and written communication skills in French and Dutch and/or French and English
• Strong analytical skills, monitoring and creating the insights/analyses
• Highly customer focused mindset driven for results
• Excellent operational and organizational skills
• Ability to manage difficult situations and the stress associated with them
• Confident and influential communicator at customer, peer and management level
• Sense of responsibility and integrity
• Both independent and team player
• Systems knowledge: SAP / Atlas is a pré

Competences: Customer Focused; Setting Priorities; Drive for results; Planning and Organizing; Analytical Skills; Communicative strong; Presentation Skills; Peer and Stakeholders relation; Proactive attitude; Problem solving; Team player; Commercial Acumen; Stress Resistant; Plans and Aligns; Stakeholder management; Conflict management;

What will be your key responsibilities?

• Manage the full Order to Bill process to ensure timely and accurate order delivery to customers, including:
  • Order capturing process
  • Product availability optimization process through ATP and coordination with other key functions and partners to maximize it (Product Supply Coordinators, Co-packing Coordinators, Sales Key Account Managers and 3PL)
  • Delivery note automatic creation process
  • POD process
  • Invoicing process
• Being the ultimate point of contact with customers within the Supply Chain function
• Proactively manage communication with customer’s replenishment department on potential service issues (orders/deliveries misses, 3PL delays,...) as well as on master data changes (new launches, promotional activities, new EAN codes,...)
• Effectively manage the claims, customer returns, refusals.
• Manage Stock for VMI Customer every day, maintain VMI system set-up to ensure optimum stock level at customer warehouse. Make necessary analysis to come up with recommendations for improvement.
• Report and inform internal key stakeholders (and external if needed) about Customer KPI’s.
• Provide input and execute a customer collaboration plan for key customers across internal and external stakeholders with the objective to improve customer’s performance KPIs and its engagement.
• Key contact of MGS to solve issues related with quantity differences on invoices.
• The role might require occasional travelling, mostly to customers to build supply efficiencies.

What can you expect from Mars?

• Work with over 140,000 diverse and talented Associates, all guided by The Five Principles.
• Join a purpose driven company, where we’re striving to build the world we want tomorrow, today.
• Best-in-class learning and development support from day one, including access to our in-house Mars University.
• An industry competitive salary and benefits package, including company bonus.

Mars is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law. If you need assistance or an accommodation during the application process because of a disability, it is available upon request. The company is pleased to provide such assistance, and no applicant will be penalized as a result of such a request.