Customer Service Representative

Job Description:

The principal responsibility of this role is order management that spans from order receipt to customer delivery in addition to supporting customer engagement by ensuring prompt and reliable communication and by regularly tracking our performance to KPI’s and contributing to value leadership.

What are we looking for?

• Post-Secondary graduate or equivalent work experience in Supply Chain preferred.
• Bi-lingual (English/French) preferred.
• Hybrid work environment. (2 days a week in Bolton office)
• Minimum of one to three years’ experience in Supply Chain or Order Management or equivalent / related discipline.
• Advanced Excel Skills Preferred.
• SAP Experience / Technical Aptitude Preferred.

What will be your key responsibilities?

Order Management:

• Manage customer orders accurately and timely to ensure adherence to our terms and conditions, and internal processes.
• Work with customers and sales partners to maximize order efficiencies and minimize order touches.
• Manage order exceptions regarding inventory availability (e.g. shorts, ETA, allocations, timing, risk) on baseline/promotional/seasonal stock and ensuring alignment with business policy.
• Liaise effectively as the collaborative customer champion along with our internal business stakeholders (e.g. CPFR Teams, Supply Chain Analysts, Co-pack, Logistics, Transportation, Inventory, Sales) in seeking resolution to inventory, product execution, on time delivery or other order issues.
• Deductions (Fines and Fees) approval

Customer Collaboration & Continuous Improvement

• Develop & maintain strong customer relationships that provide insightful & collaborative interaction to support customer engagement through focusing on insights gained from the advantage survey.
• Understand Customer requirements and expectations as outlined in their vendor manuals and where we can most effectively collaborate to drive service, recognize efficiencies, and reduce fines and fees.
• The CSA is responsible to identify opportunities to improve on KPI’s and collaborate with internal stakeholders and the customer to improve and drive value leadership. KPI focus areas are Case Fill, On Time Delivery, Fines and Fees Reduction, reducing order violations/ non-compliance to our Terms and Conditions and driving order efficiencies such as increased pallet pick/reduced case pick.  

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.
• A strong focus on 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.

The base pay range for this position at commencement of employment is expected to be between the below range CAD 32.64 - CAD 42.84. Please note: This job posting is for an existing vacancy. AI is used as a supporting tool in our recruitment process.