Functie beschrijving

As s Customer Service Representatives you help our customers with placing orders and providing support on all type of questions. Your goal is to secure customer centricity in customer interactions, inbound and outbound. Perform the operational tasks in the order to invoice process in the most lean and efficient way possible, and thus participating in the achievement of the objectives of Royal Canin.

What will be your key responsibilities?

• Order Management; EDI, Webshop, Mail, CRM and Phone.
• Claims and returns handling.
• Customer support activities like: track and trace, claims questions, order questions, web shop support, 3PL communication.
• Customer Service calls (inbound and outbound), with the purpose to increase customer service.
• Responsible for administrative processes related to the sale of products to customers, complying at all times with internal procedures established by the company.
• Share with Sales Representatives the responsibility to keep the client informed and properly advised about the products, in order to ensure a positive evolution of sales.
• Update relevant information in CRM and thus providing the Sales Representatives with information from clients that allows them to define and develop the necessary actions to achieve sales objectives.
• Be involved and pro-actively engage in continuous improvement initiatives

Context and Scope
Performs all operational tasks related to the customer interaction in the order to invoice process. The position is positioned in the Veghel (NB) office, and the clients are included in three different pillars being Pet Specialty Retail (PSR), Veterinarians (VET) and professional Kennels and Breeders (PRO) in the Benelux.

It is a position that requires a lot of interaction and must interact with Sales, Logistics and S&F for the correct management of customer accounts. The position also requires high level teamwork. As the first point of contact with the client, the position demands strong communication skills (empathy and assertiveness) to deal with the situations that arise in the day to day, as well as being detailed oriented, organized/have methodology to be successful.

Functie eisen

What are we looking for 

• Relevant administrative education or qualification.
• Fluency in Dutch and English is required, French is a pré.
• 1-2 years of experience in a similar position with a very strong customer service focus.
• Good communication and conflict management skills.
• High level of detail orientation and good organizational skills.
• Ability to deal with high time pressure situations.
• IT-literate: high level of Microsoft Office, especially Excel- user level. Preference to 1NAV knowledge.

Wij bieden

What can you expect from Royal Canin?

• 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.
• 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.

Overige opmerkingen

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.

Meer over Mars:
Mars is een familiebedrijf met een wereldwijde verkoop van meer dan $50 miljard. We produceren enkele van 's werelds meest geliefde merken: M&M's®, SNICKERS®, TWIX®, MILKY WAY®, DOVE®, PEDIGREE®, ROYAL CANIN®, WHISKAS®, SKITTLES® en BEN'S ORIGINAL®. Naast onze consumentenmerken zorgen we met trots voor de helft van de huisdieren in de wereld via onze voedings-, gezondheids- en service bedrijven zoals Banfield Pet Hospitals ™, BluePearl®, Linnaeus, AniCura, VCA ™ en Pet Partners ™. Mars heeft zijn hoofdkantoor in McLean, Virginia en is actief in meer dan 80 landen. De vijf principes van Mars - kwaliteit, verantwoordelijkheid, wederkerigheid, efficiëntie en vrijheid - inspireren onze 150.000 Associates elke dag om bij te dragen aan een betere toekomst.

Disclaimer:
Mars is een werkgever met gelijke kansen en alle gekwalificeerde sollicitanten ontvangen een vergoeding voor tewerkstelling zonder rekening te houden met ras, huidskleur, religie, geslacht, seksuele geaardheid, geslachtsidentiteit, nationale afkomst, handicapstatus of enig ander wettelijk beschermd kenmerk. Als u tijdens het sollicitatieproces hulp of een accommodatie nodig heeft vanwege een handicap, is deze op aanvraag beschikbaar. Het bedrijf biedt dergelijke hulp graag en geen enkele aanvrager wordt bestraft als gevolg van een dergelijk verzoek.