Customer Service Specialist

Job Description:

The Customer Service Key User is the process & system expert for the UK Market Supply Chain Customer Service Team & elements of the Product Availability Teams processes for Petcare, Mars Wrigley & Food. The role is a critical element in sustaining, improving and supporting change in our Supply Chain to achieve operational excellence.

• Very strong operational SAP skills and understanding
• Naturally curious with an unaccepting attitude to maintaining the status quo
• Sound intellectual capability in order to rapidly understand potentially unfamiliar concepts and processes
• Action- and results-orientated with the ability to make decisions with minimal supervision
• Strong communication skills with the ability to manage stakeholders at various levels within the business

• 1st Level Support - Assist with issues raised by customer service & product availability associates on order to cash business processes and related systems. Set-up any new customer ordering EDI or customer E-Invoicing connections. Maintain & develop the usage of all other customer order receipt platforms such as ESKER (Optical Character Recognition) software. Ensure all local system users have the appropriate level of system access / authorisations.
• Advanced Training - Train associates as business processes and related systems develop and change. Support the onboarding of new associates by 'training the trainers’.
• Process Change - Identify, manage & often lead process change to improve operational performance by implementing locally identified efficiencies & European & Global Best Practice processes.Support Supply Chain projects through from Concept and Initiation to Deployment and Nurture, sharing process knowledge and technical expertise.
• Systems Testing - Complete the Periodic System testing, assessing the impact to the UK market and identifying changes that would benefit us. Complete testing as needed for developments and projects, highlighting any issues to the business and Mars DT.
• Documentation - Document local processes to ensure key knowledge is captured and retained and best practice is defined and documented. Ensure any documentation is QMP compliant.
• European Connection - Provide a proactive contribution into the European network of key users and functional experts from other sites / countries.

• Work with over 140,000 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.