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 Customer Supply Chain Representative- 18 month Contract (Royal Canin)
Job Posting Category: Experienced Professionals (1+ years)
Career Level: Experienced (Non-Manager)
Industry: Packaged Goods
Job Category: Customer Service,Supply Chain
Years Experience: 4-6 Years
Job Type: Contract
Contract Length: More than one year
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®.

Job Purpose/Overview

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.

Key Responsibilities

  • Responsible 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 relationships
  • Execution 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.
  • Serve 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 satisfaction.
  • Process and record all customer exceptions including credits, complaints, damages, quality issues, and more according to the customer care processes.
  • Work 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 stakeholders.
  • Align 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.
  • Collaborate 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.
  • Work 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 customer fulfillment.
  • Display 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.
  • Become the functional expert for assigned accounts, order management processes and procedures. Support all training as needed.
  • Work on a variety of assigned special projects as needed
  • Actively participate in Associate Engagement by achieving performance goals with respect to company requirements, and contribute to the company’s culture through participation.
  • Attend and participate in period weekly team meetings, individual 1:1 and performance meetings.


Job Specifications/Qualifications

1. Education & Professional Qualification

  • Min 3 year degree or diploma.
  • Bilingual and asset, but not required
  • Relevant industry experience essential
  • Experience in the Pet Nutrition industry is an asset but not required

2. Knowledge/Experience

  • 5+ years’ experience in customer service / order management and or other operational area.
  • Previous experience in supply chain an asset
  • Excellent interpersonal skills and ability to work in a cross-functional environment
  • Excellent to advanced computing skills with proficiency in Microsoft office programs and CRM tools
  • Strong skills in organizing work flow and materials and excellent time management skills
  • Able to view problems in a positive way and propose solutions to streamline operations

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.

Accommodation is 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

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