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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.