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®.
The purpose of the
Supply Chain Customer Service Representative will be the functional expert, and
as such be responsible for achieving excellence in customer satisfaction
through accurate and efficient order management. This role is directly
responsible for the administration and maintenance of all customer accounts,
regional and/or national, to ensure orders, deliveries and cash collection
conform to the Royal Canin policies and processes. This role will be the
liaison between customers and all stakeholders within Royal Canin including
sales, marketing, finance and all functions within Supply Chain including
planning, production and distribution.
for the day-to-day execution of the Direct Distribution’s order to cash
process. This includes, but is not limited to processing orders,
scheduling freight, investigating claims to ultimately build effective
of customer orders should be in a timely and efficient manner and in
compliance with Royal Canin’s practices to facilitate superior and on time
and in full delivery.
as the point of contact for all assigned customers, exercising superior
interpersonal skills inclusive of listening, empathy and persistence with
regards to the customer relationship to achieve excellence in customer
and record all customer exceptions including credits, complaints, damages,
quality issues, and more according to the customer care processes.
with 3PL warehouses to represent Royal Canin and ensure the highest
quality of service to our customer. Responsible for communicating
logistics situations that are customer impacting to all
and aim for improvements with the assigned metrics and compliance programs
and drive continuous improvement on performance against goals.
Identify potential risks and opportunities for improvements.
with other departments to drive proactive solutions and escalations to
potential order conflicts such as delivery, shipping delays, pricing
errors, invoicing errors, promotional allowance and out of stock
situations to ensure customer orders and delivery, while providing timely
responses and communication to the customer.
closely with sales, planning and supply to effectively communicate
customer orders and pipeline demand against forecast and production
quantities to proactively identify potential shortages that impact
agility and resourcefulness in the face of change to delivery business
objectives while meeting applicable deadlines and providing outstanding
customer service to both internal and external customers.
the functional expert for assigned accounts, order management processes
and procedures. Support all training as needed.
on a variety of assigned special projects as needed
participate in Associate Engagement by achieving performance goals with
respect to company requirements, and contribute to the company’s culture
and participate in period weekly team meetings, individual 1:1 and
1. Education & Professional Qualification
3 year degree or diploma.
and asset, but not required
industry experience essential
in the Pet Nutrition industry is an asset but not required
years’ experience in customer service / order management and or other
experience in supply chain an asset
interpersonal skills and ability to work in a cross-functional environment
to advanced computing skills with proficiency in Microsoft office programs
and CRM tools
skills in organizing work flow and materials and excellent time management
to view problems in a positive way and propose solutions to streamline
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.
available to support job applicants with accessibility needs in all parts of
the hiring process as required under Royal Canin's Accommodation and
Accessibility Policies when applying for a position at Royal Canin Canada, as
well as during the interview process. Please let us know if you have
accessibility requirements. For more information and to address any questions
about that policy please contact us at:AODA@royalcanin.com