Royal Canin
Customer Service Specialist
Corée du Sud
Derrière chaque sac de nos produits, il y a une équipe d’ingénieurs et d’experts en fabrication engagés à garantir les standards les plus élevés en matière de qualité et de sécurité. Que tu sois en train d’optimiser les lignes de production, de concevoir des solutions innovantes ou de maintenir des technologies de pointe, ton travail contribue directement à améliorer la vie des animaux partout dans le monde. Rejoins une équipe où l’innovation, la précision et la passion se rencontrent chaque jour.
- Job Type: varies
- Level: mid-level
- Travel: varies
Success Profile
What makes a successful Customer Service Specialist at Royal Canin? We look for the right mix of the following traits when speaking with you.
- Analytical
- Curious
- Efficient
- Responsible
- Results-driven
- Team player
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Purpose
Connect your passion for pets to the purpose: A Better World For Pets
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Health & Wellbeing
A comprehensive focus on your individual health & wellbeing
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Inclusion
A place where you can belong and be yourself
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Career development
Professional learning offerings, annual personal development plans, Mars University
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Attractive total rewards
Your financial wellbeing through a competitve salary and bonus plan
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Focus on sustainability
We invest in you so you can make a better world
Je suis vraiment fier de diriger une équipe passionnée par l’idée de faire une différence pour les animaux. Chaque jour, on se concentre sur la précision, l’innovation et le maintien des standards de qualité les plus élevés. Ce qui distingue vraiment Royal Canin, c’est l’engagement envers le développement—qu’il s’agisse d’améliorer nos processus, d’adopter des technologies de pointe ou d’aider les collaborateurs à évoluer dans leur carrière. C’est incroyablement gratifiant de savoir que notre travail ne se limite pas à générer du succès, mais qu’il crée aussi des opportunités significatives pour toute l’équipe.
JR Smith Directeur du site de North Sioux City, Global Value Chain Operations
Job Description:
JOB PURPOSE / OVERVIEW
- The Customer Service Specialist is responsible for managing customer orders and export execution activities to ensure timely and accurate delivery to markets.
- The role works closely with markets, Production Planning, Logistics, warehouse operations, and external service providers to support effective order fulfilment and customer service performance.
- The role supports customer satisfaction through accurate order management, shipment coordination, and export administration while ensuring compliance with Safety, Quality, Food Safety, and regulatory requirements.
KEY RESPONSIBILITIES:
Customer Order Management
- Process customer orders from receipt through shipment execution to ensure timely and accurate fulfilment.
- Maintain accurate order information within ERP and supporting systems.
- Coordinate order changes, allocations, and product substitutions in line with business requirements.
- Provide order status updates and support issue resolution with stakeholders.
Customer Collaboration & Service Excellence
- Act as the key contact for assigned markets on daily order fulfilment and execution topics.
- Communicate order status, shipment updates, and service-related information clearly and proactively to customers and stakeholders.
- Support RMOS and customer service review activities through timely reporting and follow-up actions.
- Identify, highlight, and escalate service risks, delays, or issues, while supporting coordination of resolution across stakeholders
- Support alignment across stakeholders during service disruptions to ensure timely communication and issue follow-up.
Shipment & Logistics Coordination
- Prepare and manage export documentation and necessary supporting records to ensure compliant and accurate shipment execution.
- Coordinate shipment schedules and execution with Logistics, warehouse operations, freight forwarders, and customers.
- Monitor shipment progress and ensure follow-through on delivery issues or exceptions.
- Support compliance with customs, veterinary, and market-specific import requirements.
Operational Excellence & Continuous Improvement
- Contribute to continuous improvement initiatives to enhance customer experience, service performance, and process efficiency.
- Support implementation of standardized ways of working and improve system utilization.
- Support data tracking, reporting, and analysis to identify trends, issues, and improvement opportunities.
Safety, Quality and Food Safety
- Comply with all Safety, Quality, and Food Safety standards, site procedures, and regulatory requirements.
- Ensure customer service and export activities support traceability, compliance, and audit readiness.
- Identify and escalate risks related to safety, product quality, documentation accuracy, and regulatory compliance.
- Participate in safety, quality, and continuous improvement initiatives to support overall factory performance.
CONTEXT AND SCOPE
- Supports factory operations through effective customer order fulfilment and export execution.
- Works closely with markets, production planning, logistics, warehouse operations, freight forwarders, and regulatory authorities.
- Manages daily order processing, shipment coordination, and export administration activities.
- Supports customer service performance and export compliance requirements.
- Supports shutdown recovery and customer service improvement initiatives.
- Ensures compliance with Safety, Quality, Food Safety, and regulatory requirements.
JOB SPECIFICATION / QUALITIFICATION:
1. Education & Professional Qualification
- Bachelor's Degree or equivalent qualification in Supply Chain, Logistics, Business Administration, or related disciplines.
- Good command of English, both written and verbal.
2. Knowledge/Experience
- Experience in Customer Service, Order Management, Logistics, Export Operations, Supply Chain, or related functions is preferred.
- Good communication and stakeholder management skills.
- Strong attention to detail and ability to manage multiple priorities.
- Customer-focused with a proactive and solution-oriented mindset.
- Team player with a growth mindset and strong sense of ownership.
- Safety, Quality, and Food Safety conscious.
KEY SUPPORTING COMPETENCES
- Customer Focus
- Collaborates
- Plan and Aligns
- Drive Results
- Communicates Effectively
- Optimizes Work Processes