PP Customer Service Representative

hace 2 semanas

Madrid, Madrid, España Mars A tiempo completo

Job Purpose

Pet Professional Customer Service Representatives play a crucial role in delivering service excellence. They assist B2B customers (veterinarians, breeders, pet shops) with order placement and provide complete support for all types of inquiries. Their mission is to ensure customer centricity, positive impact on sales, and foster strong interactions both internally and externally. They execute operational tasks throughout the order-to-cash process in the most lean and efficient way possible, actively contributing to the achievement of Royal Canin's objectives.

Responsibilities:

  • Order Management via EDI, Web shops, Mail, CRM and Phone;
  • Customer support activities like track and trace, questions, order management, web shop support, 3PL communication;
  • Customer Service calls (inbound and outbound), with the purpose to increasing customer service experience and sales;
  • Responsible for administrative processes related to the sale of products to customers, always complying with internal procedures established by the company;
  • Share with Sales Representatives the responsibility to keep the client informed and properly advised about the products, to ensure a positive evolution of sales;
  • Update relevant information in CRM and thus provide the Sales Representatives with information from clients that allows them to define and develop the necessary actions to achieve sales objectives;
  • Be involved and proactively engage in continuous improvement initiatives.

What are we looking for?

  • Relevant administrative education or qualification.
  • 3-5 years of experience in a similar position with a very strong customer service focus.
  • Fluency in Spanish and English is a must, Portuguese or Italian are a plus.
  • Strong Microsoft Office skills (especially Excel), familiarity with 1NAV and Salesforce.
  • Good communication and conflict management skills.
  • High level of detail orientation and good organizational skills.
  • Ability to deal with high time pressure situations.

What can you expect?

  • 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.

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.

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