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better world

Customer Service Specialist

Castle Cary - Somerset

Hybrid

What are we looking for?

• Customer Service contact centre experience, preferably within an FMCG environment
• Excellent communication skills with the ability to communicate information and ideas articulately.
• A team player who is able to work and build relationships across other teams and functions
• Demonstrate excellent organizational and administrative skills
• Demonstrates awareness of own personal impact
• An excellent telephone manner and the ability to stay composed under pressure - preferred
• A good knowledge of desk-based IT (Outlook, Excel, Order Management systems and demonstrate an ability to confidently pick up new systems) - preferred
• Excel – Intermediate to Advanced – preferred
• Strong organizational and interpersonal skills
• 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 with the appropriate actions as required.
• Ensure administration of the order process is completed to a high standard to ensure sales orders & deliveries closed meeting 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 in line with company and quality complaint procedures
• Ensure all activities are carried out within prescribed lead times ensuring KPI’s can be achieved; escalate all deviations and risks to the Senior Customer Service Specialist
• Build a solid relationship with Field Sales Teams and work with them to deliver customer commitments
• Utilise communication skills to build meaningful, trusting relationships that exceed customer demands.
• Complete any relevant customer or channel specific activities as requested by the Senior Customer Service Specialist or Customer Service Manager
• Ensure customer and order data is maintained in the relevant system in line with company and quality standards.

What can you expect from Mars?

• Work with over 130,000 like-minded 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 and benefits package, including company bonus.