Customer Service Excellence Expert (m/w/d)

Job description

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The purpose of this position is to lead the daily operations in the Customer Service team of Royal Canin in Cologne (Germany), organizing qualitatively the set of tasks to be performed, both individually and in the department for its different areas. Ensure all deadlines are met and that the team is on top of all customer service tasks at all time. Responsible for meeting and exceeding customers service expectations in all contact points and in all processes and tasks. Supports Customer Service associates in all daily operations and seeks and realize improvements within the department.

What would be your key responsibilities?

·  Motivate the Customer Service team to achieve the defined results to ensure clients satisfaction, by proving status and progress on Key Performance Indicators and operational plan
·  Supports Customer Service associates in all daily operations and seeks improvements within the department
·  Coach Customer Service Team on the phone and compliance with standard procedures and processes
·  Act as customer service clerk and support in workload peak situations.
·  Give support to ensure control and solution of client’s debt by collaborating with Finance and Sales teams
·  Maintain effective communication, understand the needs for improvement and provide insights to optimize performance. Be able to build synergies with all Company´s departments with Sales Force, Logistics and Finance in order to guarantee the best support for each type of clients
·  Measure figures needed for the activity of the Customer Service Team e.g. calls frequency, administrative tasks, claims processing, timings etc
·  Support and representation of Customer Service Manager

What are we looking for?

·  University degree in Business Administration, Supply Chain or similar or relevant apprenticeship
·  +3 years of experience in a similar position with a very strong customer service component and data analyst
·  Strong IT skills (high level of Microsoft Office, especially Excel), Navison would be a benefit
·  Logistic and business understanding in a FMCG environment would be preferable
·  Good communication skills
·  Experience from designing and setting up new processes and ability to set priorities
·  Fluent in German and English

What can you expect from Mars?

·  Responsibility and freedom to drive your own ideas
·  An open & international work environment of a global family-owned business
·  Personal & professional development, e.g. through global trainings from Mars University
·  Attractive conditions and extensive social benefits

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Job Segment: Data Analyst, Customer Service, Data