Customer Service & Collaboration Lead

Job Description:

Supply Customer Service & Collaboration Lead

[Bucharest]

Main purpose of this position is to perform Customer Collaboration and Supply Efficiency with TOP Partners and other Customers and contribute into order-to-cash business process in a customer centric way in Romania & Moldova markets, to lead the Team of local Customer Service Supply coordinators, be the partner for sales in different channels and segments, and be the advocate for Customer in the business. Effective information flow and communication for both internal and external customers and overall Customer satisfaction with the provided support needs to be ensured. The role contributes and creates new opportunities for order touchless and automation increase in cooperation with SAP Key Users, Functional Experts and IT Digital Team.

What are we looking for? 

• Education: Bachelor’s degree in Logistics, Supply Chain, or related field 
• Ideally, you will have around 5 years’ experience in Logistics or Supply Chain Management and 2 years managing teams as direct reports. 
• Experience with SAP, ISO, Quality Management Systems, Good Manufacturing Practices and Food Safety 
• We are looking for someone who can communicates effectively, coach, motivate and lead a team and passioned to drive positive change in both processes, systems, and culture. 

Customer Service & Collaboration Lead

Business processes

• Is a leading line of reporting for market CS team, impacting daily business operations in Supply;
• Manages stakeholders and 3PL Logistics providers (warehousing, transport) form sustainable and efficient supply, providing a high level of service for the efficient cost;
• Creates Calendar of Meetings and Agenda with TOP Partners, and collaborates for Supply efficiency increase and projects implementation (OSA, VMI, EDI, etc.)
• Contribute into SCMR (Supply Chain Cluster Management review) for TOP Partners (Growth Engine/Fuels for growth) review and KPIs;
• Attends periodic meetings with 3PLs and review, leading CS part on behalf of the markets;
• Contribute into LCC & FTC optimization via Function-to-Function Collaboration with TOP Partners;
• Drive critical conversations with Sales & Finance on behalf of the Team;
• Monitors Order capture process in the Team (a list of customers depends on current split within Customer Service) via different channels (EDI, fax/mail to EDI, fax, email);
• Processing the orders of TOP Partners with a high level of quality to increase Customer Satisfaction;
• Contributes into Touchless and Order automation processes;
• Responsible for the proper administration of delivery notes and invoices;
• Issuing credit and debit memo to customer in case of any discrepancy;
• Managing returns and refusals from customers;
• Collaborate in meetings / calls with Customers for special requirements for deliveries and/or projects;
• Cooperation with Finance in terms of period closure.

Communication

• Daily communication with:
• Customers
• Sales Department
• Supply Chain
• 3rd Party Logistics Provider
• Finance Team

Reporting

• Line manager located in Prague

The main KPI´s:

• Perfect Order (Invoice Accuracy, Order Fillratel, On Time)
• Customer Casefill;
• Customer Satisfaction Survey

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.
• 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.  

Find out more about what Mars can offer you by visiting our Global Careers site.