Mars is looking for Customer Service Manager in Royal Canin business segment.
You will do
Manage the Customer Service team and the Call Center team: setting and tracking KPIs, developing and implementing procedures, customer service standards.
Analyze of the causes of losses (interaction with the planning team, logistics, Demand), lead the continuous improvement of the level of service to customers.
Lead interactions with Key Customers: quarterly meetings, developing a joint plan for improving the O2C process, build a regular channel of customer feedback and implement plans to improve satisfaction; implementation of EDI and other projects.
Create, support and improve of uniform standards of customer service in all regions of Royal Canin presence through Sales team, Logistics and CS specialists.
Interact with other departments and functions to improve processes affecting the service level
We are expecting
Higher education
Work experience more than 2 years in a similar position
Fluent English
Work experience with CRM system
Team management experience
Knowledge of customer service
Experience in FMCG companies, marketplaces, and food companies will be an advantage
We offer
Location: Moscow
Competitive salary, bonus system
Health and life insurance from the first working day
Corporate pension program
Meal allowance
Free sim card
Flexible working hours
Additional paid vacation if you work more than 5 years
Great educational program that you form by yourself
Pet-friendly office.
