Job Description:
Customer Service Specialist
Castle Cary - Somerset
Hybrid
Fixed term contract - 9 months
What are we looking for?
* Customer Service contact centre experience, preferably within an FMCG environment.
* Excellent communication skills with the ability to articulate information and ideas.
* A team player who can build relationships across teams and functions.
* Excellent organizational and administrative skills.
* Awareness of personal impact.
* An excellent telephone manner and the ability to stay composed under pressure - preferred.
* Good knowledge of desk-based IT (Outlook, Excel, Order Management systems) and ability to learn new systems - preferred.
* Excel – Intermediate to Advanced – preferred.
* Strong organizational and interpersonal skills.
* Good problem-solving skills, with a continuous improvement mindset.
What will be your key responsibilities?
* Respond to all customer contacts professionally and efficiently, recording relevant information and following up with appropriate actions.
* Ensure administration of the order process is completed to a high standard to meet all customer and company service standards.
* Handle all customer enquiries, claims, and complaints to customer satisfaction or escalate to the Senior Customer Service Specialist/Customer Service Manager as per company procedures.
* Carry out all activities within prescribed lead times to achieve KPI’s; escalate deviations and risks to the Senior Customer Service Specialist.
* Build solid relationships with Field Sales Teams to deliver customer commitments.
* Utilize communication skills to build meaningful, trusting relationships that exceed customer demands.
* Complete any relevant customer or channel specific activities as requested by the Senior Customer Service Specialist or Customer Service Manager.
* Maintain customer and order data in the relevant system according to company standards.
What can you expect from Mars?
* Work with over 130,000 like-minded and talented Associates, guided by The Five Principles.
* Join a purpose-driven company striving to build the world we want tomorrow, today.
* Best-in-class learning and development support from day one, including access to Mars University.
* An industry competitive salary and benefits package, including a company bonus.
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, 5, SKITTLES, BEN’S ORIGINAL, and COCOAVIA. Alongside our consumer brands, we take care of half of the world’s pets through our nutrition, health, and services businesses such as Banfield Pet Hospitals, BluePearl, Linnaeus, AniCura, VCA, and Pet Partners. Headquartered in McLean, VA, Mars operates in more than 80 countries. The Mars Five Principles – Quality, Responsibility, Mutuality, Efficiency,
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