Royal Canin-Customer Service Supervisor

Job Description:

Title:Royal Canin-Customer Excellence Supervisor-Fengxian

Location:Shanghai-Fengxian

• What are we looking for?
• 3+ years of experience in a similar position with a strong customer service component and data analyst.
• Logistic and business understanding is required.
• High approachability and effective communication skills.
• Experience from designing and setting up new processes and way of working is an advantage.
• Ability to plan and prioritize, preferable proven based on previous work experience.

What will be your key responsibilities?

Monitor all the KPI’s needed for the activity of the Customer Service Team, including the organization of order management, calls frequency, administrative tasks, contact route, claims processing, timings, etc.

Establish effective communication, understand the needs for improvement and provide insights to optimize performance. Be able to build synergies with all departments, especially a close collaboration with Sales Supply Chain and Finance to guarantee the best support for each type of customer.

Prepare external communication towards customers on supply chain disruptions

Supports Customer Service Representatives in all daily operations and seeks improvements within the department of Customer Service.

Lead and participate continuous improvement projects

Support local Key user for internal systems participating in yearly testing, attending periodic key user meeting and ad hoc trouble shooting.

• What can you expect from Mars?
• Work with diverse and talented Associates, all guided by The Five Principles.
• Join a purpose driven company, where we are striving to build the world we want tomorrow, today.
• A strong focus on 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.