Customer Service Specialist

Customer Service Specialist

Castle Cary, Somerset

Are you passionate about service and customer satisfaction?

Do you have a love for animals?

We have a fantastic opportunity to join our customer service team in Castle Cary in a Hybrid role.

The Customer Service team are responsible for ensuring the accurate processing & fulfilment of customer sales orders and the resolution of customer product and service enquiries to the customer’s satisfaction. The Customer Services team provide a vital link between the Supply Chain and Field Sales team, driving a collaborative culture between the two functions.

The Customer Service Specialist will provide an excellent Customer experience, thereby ensuring Customer Satisfaction and driving sales growth and retention.

What are we looking for?

• A minimum of 2 years Customer Service contact centre experience, preferably within an FMCG environment

• Excellent communication skills with the ability to communicate information and ideas articulately.

• A team player who is able to work and build relationships across other teams and functions

• Demonstrate excellent organizational and administrative skills

• An excellent telephone manner and the ability to stay composed under pressure - preferred

• A good knowledge of desk-based IT (Outlook, Excel, Order Management systems and demonstrate an ability to confidently pick up new systems) - preferred

What will be your key responsibilities?

• Respond to all customer contacts in a professional and efficient manner, recording relevant information and following up with the appropriate actions as required.

• Ensure administration of the order process is completed to a high standard to ensure sales orders & deliveries closed meeting all customer and company service standards

• To deal with all Customer enquiries, claims & complaints through to the satisfaction of the customer or escalate to the Senior Customer Service Specialist / Customer Service Manager in line with company and quality complaint procedures

• Ensure all activities are carried out within prescribed lead times ensuring KPI’s can be achieved; escalate all deviations and risks to the Senior Customer Service Specialist

• Build a solid relationship with Field Sales Teams and work with them to deliver customer commitments

• Utilise 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

• Ensure customer and order data is maintained in the relevant system in line with company and quality standards.

What can you expect from Mars?

• Work with over 130,000 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.