Customer Service Coordinator

Job DescriptionAbout Mars, Incorporated Mars is a family-owned business with more than a century of history making diverse products and offering services for people and the pets people love. With almost $45 billion in sales, the company is a global business that produces some of the world’s best-loved brands: PEDIGREE®, WHISKAS®, M&M’s®, SNICKERS®, TWIX®, MILKY WAY®, DOVE®, ROYAL CANIN®, EXTRA®, ORBIT®, 5™, SKITTLES®, BEN’S ORIGINAL® and MARS DRINKS and COCOAVIA®. Mars also provides veterinary health services that include BANFIELD® Pet Hospitals, Blue Pearl®, VCA® and Pet Partners™. Headquartered in McLean, VA, Mars operates in more than 80 countries. The Mars Five Principles – Quality, Responsibility, Mutuality, Efficiency and Freedom – inspire its more than 100,000 Associates to create value for all its partners and deliver growth they are proud of every day.Job PurposeOrder Processing Specialist’s main task is to provide best in class customer service to Mars trade partners and to drive excellence in supply chain together with other functions in the market. Systematically work on building and enhancing existing internal and external relationships for accelerated value creation. Be curious and interested in the systems side of the role in order to work efficiently and be able to resolve problems swiftly. Finally, success in the job is also determined by living the Mars company culture and being actively engaged not only in respective market unit but also in the broader regional community.What will be your key responsibilities? Processing of all order types, trade partners’ claim resolutions, invoicing in timely manner and in accordance with defined procedures;Provide service-oriented support on topics related to logistics product information;Provide necessary reports and confirmations that enable efficient execution of period-end and year-end processes;Timely and accurate maintenance of the active range of products for each market to avoid any losses during item changes;Align and execute the process of reserving stock for trade partners in case of planned quotas and ensure that the trade partners are informed about non-deliveries;Ownership and support with reporting to state authorities (e.g. Intrastat, Green Point Packaging report);Support warehouse, financial, quality and inventory audits;Address deviations from planned performance and KPIs with suitable deep-dives and action plans to improve unsatisfactory performance;Be prepared for quality handovers and efficient succession process;Report and inform internal key stakeholders (and external if needed) about trade partners’ KPIs;Establish a trade partners’ collaboration plan for key customers across internal and external stakeholders with the objective of improving their performance KPIs and their engagement;On team level secure a high level of engagement through active participation, positive behavior and personal development (living Mars Five principles);Plan and devote time and effort to build relationships with trade partners through physical and virtual meetings to improve processes and support each other’s KPIs;Actively participate in and support in regional team meetings to engage knowledge transfer and best practice sharing;Act as a local SAP/Atlas User (testing, new process, solving issues).What are we looking for? At least a high school diploma is required;Prior experience in supply chain roles is considered an asset;Good communication skills, customer oriented, problem solving, action oriented, strong planning and prioritizing skills;Experience using SAP / Atlas is preferable, as well as office productivity software (Microsoft Outlook, Excel, PowerPoint etc.);English language fluency is essential.