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Tech Services Coordinator/Consumer Care Associate (Royal Canin)
Job Posting Category: Experienced Professionals (1+ years)
Career Level: Experienced (Non-Manager)
Industry: Packaged Goods
Job Category: Customer Service
Years Experience: 2-4 Years
Job Type: Full-time
Posting Date: February 04, 2020
Job Location:

Guelph, ON
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Job Description

Royal Canin is a value-driven company that considers the true needs of the pet in the development of dog and cat nutritional products. Scientific & Corporate Affairs is at the heart of Royal Canin, inspiring the passion and advancing and sharing the science required to develop and deliver the best pet nutrition.

A Technical Services Coordinator is responsible for supporting our veterinary technical service department, promoting and protecting the Royal Canin brand by providing best-in-class customer interactions and generating insight back into the business.

A Consumer Care Associate is responsible for providing best-in-class customer and consumer interactions and communicating consumer insight back into the business. This position is responsible for promoting and protecting the Royal Canin brand.

*Remote candidates (due to distance constraints) may be considered for this position.

Key Responsibilties

Technical Services Coordinator (50% of role*)

  • Responsible for handling cases coming into the Veterinary Case Consultation Service including but not limited to patient signalment, diagnostics and case specific details
  • Triage cases to appropriate internal service (i.e. Technical Services, Internal Medicine, Theriogenology, Clinical Nutrition, etc.)
  • Handling of Technical Services cases including but not limited to product information, weight management, feeding amounts/feeding guide, common urolith and crystalluria management and Sales Representative inquiries
  • Handle product complaint cases involving veterinary clinics
  • Assist veterinary clinic staff members with submitting Portal cases
  • Proactively utilize customer interactions as a mechanism to build brand and corporate reputation
  • Build and manage internal resources
  • Provide support to team on digital platforms (i.e. Salesforce, SharePoint, Mendeley , etc.)
  • Monitor personal and phone service dashboards and report on any trends

Consumer Care Associate (50% of role*)

  • Responsible for handling cases coming into the Consumer Care service
  • Triage cases to appropriate internal service (i.e. Technical Services, Consumer Care, specialty services, etc.)
  • Handling of Consumer Care cases including but not limited to nutrition, pet health, products, company enquiries, and complaints
  • Provide nutritional education and guidance on product enquiries from consumers
  • Proactively utilize customer interactions as a mechanism to build brand and corporate reputation
  • Support consumer understanding and continual product improvement by monitoring and sharing cases for various internal stakeholders, including business leadership
  • Assist manager in maintaining and presenting consumer data
  • Represent the voice of the consumer to the business through listening via contact points (phone, e-mail, social media, traditional media, etc.)
  • Act as a liaison to the Quality & Food Safety team, escalating cases as appropriate
  • Identify consumer contact trends and surveillance/listening results to identify potential issues proactively


  • Maintain accurate and timely records of all cases in a centralized system
  • Contribute to managing team schedule including phone coverage and team meetings
  • Adhere to applicable Quality & Food Safety Policies and Quality Management System requirements to ensure compliance to MARS Standards
  • Demonstrate a quality culture in actions, words and spirit
  • Other duties as assigned
*division of responsibilities dependent on needs of the Consumer Care and Technical Services teams, to be adjusted as needed

Context and Scope

  • Foster and maintain internal relationships with Customer Service, Marketing, Sales, Accounting, Research & Development, Clinical Research, Quality & Food Safety across pillars to maximize synergies and efficiencies
  • Manage department database to efficiently display relevant internal information
  • Support Manager and Director in onboarding, scheduling, team building initiatives, team meetings and cross- department collaboration
  • Support Manager and Director in onboarding, scheduling, team building initiatives, team meetings and cross- department collaboration
  • Keep abreast of current knowledge and trends in the scientific community and gather competitive intelligence data through the Veterinary Case Consultation Service, conference attendance, and Rounds attendance
  • Customer and consumer requirements may vary dependent on region

Education and Professional Qualifications

  • The following must be present or have equivalent alternatives available:
  • Registered Veterinary Technician (RVT) or equivalent college/university diploma/degree preferred or equivalent experience in the veterinary and/or customer care field
  • Experience in the veterinary and/or biological sciences and/or nutrition field(s) an asset
  • Candidates MUSTbe bilingual (French/English) to be considered for this role


The following are considered preferred/an asset:

  • Excellent communication skills, written and verbal
  • Scientific knowledge (general sciences, manufacturing, veterinary, nutrition, food science)
  • Technical aptitude and computer literate
  • Strong team player
  • Friendly, outgoing personality
  • Calm in challenging situations and skilled in dealing with difficult people
  • Comfortable presenting in front of a group
  • Organizational, planning and time management skills
  • Emotional and organizational agility: ability to adapt and change roles between teams quickly as needs arise

About Mars:

Mars is a family-owned business with more than $35 billion in global sales. We produce some of the world’s best-loved brands: M&M’s®, SNICKERS®, TWIX®, MILKY WAY®, DOVE®, PEDIGREE®, ROYAL CANIN®, WHISKAS®, EXTRA®, ORBIT®, 5â„¢, SKITTLES®, UNCLE BEN’S®, MARS DRINKS and COCOAVIA®. Alongside our consumer brands, we proudly take care of half of the world’s pets through our nutrition, health and services businesses such as Banfield Pet Hospitalsâ„¢, BluePearl®, Linnaeus, AniCura, VCAâ„¢ and Pet Partnersâ„¢.Headquartered in McLean, VA, Mars operates in more than 80 countries. The Mars Five Principles – Quality, Responsibility, Mutuality, Efficiency and Freedom – inspire our 125,000 Associates into taking action every day towards creating the world we want tomorrow.


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.


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