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 Bilingual Customer Support - Digital Services (Royal Canin)
Job Posting Category: Experienced Professionals (1+ years)
Career Level: Experienced (Non-Manager)
Industry: Packaged Goods
Job Category: Customer Service
Years Experience: 1-2 Years
Job Type: Full-time
Posting Date: June 11, 2018
Job Location:
Guelph, ON
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Job Description

A mutually rewarding experience.

Work. Realize your ambitions. And realize there’s more to being in business than just making a profit. That’s the Mars philosophy. And the opportunity we offer every one of our Associates. An opportunity to take what you do and make it mean more for you, for those around you and for the planet. What you get here is challenging, interesting work. You get the tools you need to do a great job and you get to have the best possible people on your side to help you do it. And at the same time as getting to find ways to do business better today than we did it yesterday and driving a great career, you also get to build a more enlightened business and drive sustainability.

Because it’s never just about a single person, a single project or a single brand. It’s about how you can grab everything that’s within your reach here and use it to pursue mutual, long-term gain. It’s about having ideas. And ideals. Being prepared to risk failure because the promise of success means we’ll all be a little better off. It’s that mix of integrity and ambition that makes Mars such a special place to work. And why working here is always about more than just a job.

Mars has net sales of more than $33 billion, operates six business segments including Petcare, Chocolate, Wrigley, Food, Drinks, Symbioscience, and more than 75,000 Associates worldwide that are putting its Principles into action to make a difference for people and the planet through its performance.

Mars brands include: Petcare – PEDIGREE®, ROYAL CANIN®, WHISKAS®, BANFIELD® Pet Hospital, CESAR®, SHEBA®, DREAMIES® and NUTRO®; Chocolate – M&M’S®, SNICKERS®, DOVE®, GALAXY®, MARS®, MILKY WAY® and TWIX®; Wrigley – DOUBLEMINT®, EXTRA®, ORBIT® and 5™ chewing gums, SKITTLES® and STARBURST® candies, and ALTOIDS® AND LIFESAVERS® mints. Food – UNCLE BEN’S®, DOLMIO®, EBLY®, MASTERFOODS®, SEEDS OF CHANGE® and ROYCO®; Drinks – ALTERRA COFFEE ROASTERS™, THE BRIGHT TEA COMPANY™, KLIX® and FLAVIA®; Symbioscience – COCOAVIA® and WISDOM PANEL®.

Mars Canada is a subsidiary of the US family-owned business known as Mars, Incorporated, one of the leading global manufacturers of branded products. Established in the late 1940's, our three segments – Petcare, Chocolate and Food help Canadians celebrate life everyday through food experiences. We are an organization that is guided by our Five Principles: Quality, Responsibility, Mutuality, Efficiency and Freedom. It is putting these principles into action that allows us to make a difference to people and the planet, through our performance.

Job Purpose/Overview

Royal Canin is THE Reference in Health Nutrition, providing our customers (veterinary clinics, pet specialty retailers, breeders & shelters) with industry-leading online services to support the prescription of our products.

The Customer Support Associate (Digital Services) is responsible for providing bilingual (English/French), front-line customer support for the Canadian business’s digital services. This role will evolve with the business, initially focusing on support for existing online services (veterinary platforms) & expanding to support requirements for new services (prescription applications, E-Learning & E-Commerce).

Key Responsibilities

Customer Support:

  • Operate as the single-point-of-contact for customers seeking support across the business’s portfolio of digital services
  • Provide high-quality trouble-shooting & guidance to customers, resolving enquiries efficiently & effectively
  • Design customer support procedures according to evolving needs & expanding digital services

      Continuous Improvement:

      • Maintain accurate & timely records of all customer interactions within the business’s CRM system (Salesforce.com)
      • Consistently liase with Sales Associates to create visibility & enable holistic customer support
      • Drive continuous service improvements through ongoing issue reporting & as-needed escalation

      Digital Expertise:

      • Demonstrate expertise in front-end user-interface/experience & back-end user management
      • Leverage Salesforce.com expertise to efficiently determine issue root-causes & resolutions
      • Continuously build expertise across the business’s expanding portfolio of digital services

      Context and Scope

      • Work closely with the E-Commerce & Digital Team, Scientific & Corporate Affairs & Marketing to build deep expertise across the business’s digital services & in order to offer best-in-class customer support
      • Interface with project teams to deploy & provide high-quality day-one customer support for new digital services

        Job Specifications/Qualifications

        1. Education & Professional Qualification

        • College or University degree in business, digital or relevant field
        • 1-3 years relevant experience

        2. Knowledge/Experience

        • Bilingual (English/French) proficiency, written & spoken
        • Demonstrated expertise in front-end user-interface/experience, back-end user management &/or within an environment where technical support is required
        • Proven customer-centricity, in either a support or digital function
        • Experience within a science-based, veterinary, nutrition or food-services organization preferred
        • Salesforce Administrator credentials an asset
        • Ability to work independently & collaboratively within cross-functional teams

        Key Functional Competencies & Technical Skills

        • Proficiency in Salesforce.com &/or user administration
        • Experience in digital application support, E-Learning & E-Commerce a major plus

          A criminal records check will be required for this position.

          Mars is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, 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.

          Mars Canada is committed to equity in employment and diversity. Mars Canada will provide an inclusive and barrier free recruitment process to applicants with accessibility needs in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act (AODA). If you require a disability-related accommodation during this process, please inform Mars Canada of your requirements. For more information please review Mars Canada'sAccessibility Policy and address any questions about that policy to MarsCanada.Accessibility@effem.com.

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