Empresa:

Mars

Descrição da Função

Customer Service Representative

Pet Professional Customer Service Representatives are key in delivering service excellence, helping our customers with placing orders and providing support on any kind of questions.

Their goal is to secure customer centricity in customer interactions, internally and externally.

Perform the operational tasks in the order to invoice process in the most lean and efficient way possible and thus participating in the achievement of the objectives of Royal Canin.

THE JOB

The position is located in the Lisbon office, and the clients are included in two different department (Pet Professional & Pet Speciality Retailing in the Iberia Cluster. It is a position that requires a lot of interaction and must interact with Sales, Logistics and S&F for the correct management of customer accounts. The position also requires high level teamwork.

As the first point of contact with the client, the position demands strong communication skills (empathy and assertiveness) to deal with the situations that arise in the day to day, as well as being detailed oriented, organized/have methodology to be successful.

Key Responsibilities

• Order Management; EDI, Webshop, Mail, Sales Force and Phone.
• Customer support activities like: track and trace, customer support, order management, web shop management, 3PL communication.
• Customer Service calls (inbound and outbound), with the purpose to increase customer service level.
• Responsible for administrative processes related to products sales to customers, dealing with internal procedures established by the company.
• Share with Sales Representatives the responsibility to keep the client informed and properly advised about the products, in order to ensure a positive evolution of sales.
• Update relevant information in Sales Force and providing the Sales Representatives with information from clients that allows them to define and develop the necessary actions to achieve sales objectives.
• Be involved and pro-actively engage in continuous improvement initiatives.

What are we looking for?

• Relevant administrative education or qualification.
• Fluency in local languages (Spanish, Portuguese).
• English is a pre.
• 1-2 years of experience in a similar position with a very strong customer service focus.
• Good communication and conflict management skills.
• High level of detail orientation and good organizational skills.
• Ability to deal with high time pressure situations.
• IT literate: high level of Microsoft Office, especially Excel- user level. Preference to 1NAV knowledge and Sales Force.

What can you expect from Mars?

• Work with 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.

Observações

Lisboa (Portugal)