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Customer Service Specialist

5 months ago

Castle Cary, United Kingdom MARS Full time

**Customer Service Specialist - 1 year contract**

**Castle Cary, Somerset**

**£24,000 - £26,000**

**Hybrid working** - 2 days a week in our pet friendly office (once training is complete)

Mars have been a global company, and family owned business for over a century. For generations, you and your family — including the four-legged members — have loved our brands, products and services. Some of our most loved products include M&M’S®, SNICKERS®, ORBIT®, SKITTLES®, PEDIGREE®, WHISKAS®, Ben’s Original, and Dolmio®.

Do you have a love for animals? And are you passionate about service and customer satisfaction? If so, we have a fantastic opportunity to join our Royal Canin Customer Service team.

The Customer Service team are responsible for all inbound telephone calls, ensuring the accurate processing & fulfilment of customer sales orders and the resolution of customer service enquiries. 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?**
- Customer Service contact centre experience.
- A team player who is able to work and build relationships across other teams and functions.
- Basic knowledge of desk-based IT (Outlook, Excel).
- Good problem-solving skills, with a continuous improvement mindset.

**What will be your key responsibilities?**
- Respond to all customer contacts in a professional and efficient manner, recording relevant information and following up as required.
- Ensure administration of the order process is completed to a high standard to ensure sales orders & deliveries closed meet 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.
- Ensure all activities are carried out within prescribed lead times ensuring KPI’s can be achieved.
- Build a solid relationship with Field Sales Teams and work with them to deliver customer commitments.

**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

**Job Type**: Permanent

**Salary**: £24,000.00-£26,000.00 per year

**Benefits**:

- Company events
- Company pension
- Cycle to work scheme
- Employee discount
- Free parking
- Health & wellbeing programme
- Life insurance
- On-site parking
- Private dental insurance
- Private medical insurance
- Referral programme

Schedule:

- 8 hour shift
- Day shift
- Monday to Friday

Supplemental pay types:

- Bonus scheme
- Yearly bonus

Work Location: Hybrid remote in Castle Cary