CNE Customer Service Operational Excellence Coordinator (f/m/x)

in Royal Canin

Supply Chain Department

Location: Niepołomice

Hybrid working

** it is temporary assignment role for 1,5 year**

* fully virtual recruitment experience *

This role main goal is to ensure excellence in CNE customer service back-office operations including customer complaints, creating and editing customer cards and collection of receivables. Serving both PP and PSR pillars within CNE region. You will be responsible for seeking ways to standardize back-office processes across CNE region and leading efficiency and process-improvement projects.

What would be your key responsibilities?

Business:

• Deliver service level KPIs within CNE (Claims processing time; customer cards creation and editing, % overdue ARs).
• Monitoring of payments and collection of accounts receivable process in CNE.
• Execute backoffice processes for PP/PSR customers in accordance with KPIs.
• Collaborate with Sales, Supply Chain and Finance functions to drive continuous improvement of back-office processes and ensure great e2e customer experience.
• Cooperate with DC and 3 PL across CNE.
• Ensure the rigorous execution of Governance & Compliance procedures: entry of customer master data.
• Lead standarization of backoffice processes across CNE.
• Lead efficiency projects.
• Contribute to Supply chain or X-functional projects.
• Lead a separate team of contractors located in PL.
• Set, monitor, and follow up contractors’ performance versus objectives.
• In CZSK and BAL matrix management of backoffice tasks.

People / Ways of working:

• Harmonize ways of working.
• Recruit and develop contractors.
• Improve ways of working by introducing 'best practices' and maintaining high level of individual/team performance.
• create team spirit and engagement through inclusive leadership and by role modeling the 5 principles of Mars.
• plan & lead periodical team meetings.

What are we looking for?

• 2+ years of professional experience in implementing process improvements and optimizations across organization;
• Experience leading some organizational change or transformation;
• Previous experience managing / coordinating work of a team;
• Previous experience in a role with regional scope would be a great benefit;
• Bachelor or Master degree in business / marketing or related;
• Proven track record in managing relations with various group of stakeholders;
• Knowledge of Polish retail trade, key customers, consumers and pet food market.
• Fluent Polish and very good English skills (this role will require to use English on a daily basis);
• Excellent communication and presentation skills (oral and written) to a variety of audiences.

What can you expect from Mars/Royal Canin?

• Contract of employment.
• Attractive financial conditions with Business Bonus and Christmas Bonus.
• We will also look after your safety and well-being by offering you rich benefits package including life insurance, private medical care, Employee Assistance Program fully covered by Mars, MultiSport card.
• Subsidized meals.
• Monthly allotment of food for your dog or cat.
• Extra savings scheme to support You in long perspective.
• Support in career building through personalized development plan.
• Shop with attractive discounts on our products that Your family and friend are going to love.
• Possibility to participate in volunteering initiatives during working hours.

Apply now and upload you profile in English.

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