Customer Service Coordinator

Компания "Марс"

The primary function is to provide order management, order entry, price checking, order clearing, tracking product code changing , compliance, complaint handling, coordination of delivery and billing, customer service requests such as and-to-end order status management, product changes or returns Support the organization by obtaining, and verifying the accuracy of order information in a timely manner Initiates and/or implements corrective action as needed to reach an excellent standard of service and a high level of customer satisfaction is maintained Prepares customer service summary reports Coordinates the handling of difficult and/or unusual situations

• Manage order process (through SAP, Aurora, EDI, e-mail, other software) from order to delivery, create invoice in SAP
• Solve all emerging issues and problems related to order placement, delivery, unloading and document management
• Ensure the process of document flow with clients, to guarantee the availability of all documents in accordance with the Mars procedure and the legislations.
• Communicate with warehouses, provide them with a full package of documents and information necessary for shipment
• Issue and execute a full package of shipping documents, including invoices, certificates of conformity and other documents in accordance with legal requirements and customer requests
• Ensure the achievement of key indicators (KPI) of the customer service department
• Guarantee a timely response to customer requests regarding orders, deliveries, document flow
• Perform all tasks set by a high-level organized in a timely and high-quality manner, within your area of professional responsibility.
• Be a role model in the field of Quality, be responsible for establishing and maintaining a quality culture Ensure globally agreed quality goals

• Education & Professional Qualification
• Bachelor’s degree
• 2-3 years of experience in Customer Service
• English - Upper intermediate
• Strong stakeholder relationship (Sales, Finance, Logistics, Distributors)
• Experienced in MS office programs, extensive use of Excel
• Customer Communications

• 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 inhouse Mars University.
• An industry competitive salary and benefits package, including company bonus

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