Customer Care Analyst - Bilingual

Mars, Incorporated; Bolton; On-site; CAD 60,000 - 100,000; Full time

Job summary

An established industry player is seeking a dynamic individual for a pivotal role in Order Management. This position involves managing customer orders and collaborating with stakeholders to enhance efficiencies. You will be instrumental in fostering strong customer relationships and driving continuous improvement in service delivery. Join a purpose-driven company that values diversity and offers exceptional learning and development opportunities. If you are passionate about making a difference and thrive in a hybrid work environment, this role is perfect for you.

Benefits

Best-in-class learning and development support

Competitive salary and benefits package

Company bonus

Qualifications

• Experience in Supply Chain or Order Management within the CPG industry.
• Advanced Excel skills and technical aptitude preferred.

Responsibilities

• Manage customer orders accurately and timely.
• Develop strong customer relationships and drive service improvements.

Skills

Bi-lingual (English & French)

Supply Chain Management

Order Management

Advanced Excel Skills

Education

Bachelor’s degree

Tools

SAP

Job description

Job Description:

Key responsibilities:

Order Management:

• Manage customer orders accurately and timely to ensure adherence to our terms and conditions, and internal processes.

• Work with customers and sales partners to maximize order efficiencies and minimize order touches.

• Manage order exceptions regarding inventory availability (e.g. shorts, ETA, risk) on baseline/promotional/seasonal stock and ensuring alignment with business policy.

• Liaise effectively as the collaborative customer champion along with our internal business stakeholders (e.g. CPFR Teams, Supply Chain Analysts, Co-pack, Logistics, Transportation, Inventory, Sales) in seeking resolution to inventory, product execution, on time delivery or other order issues.

Customer Collaboration & Continuous Improvement

• Develop & maintain strong customer relationships that provide insightful & collaborative interaction to support customer engagement.

• Understand Customer requirements and expectations as outlined in their vendor manuals and where we can most effectively collaborate to drive service, recognize efficiencies, and reduce fines and fees.

• Identify opportunities to improve on KPI’s and collaborate with internal stakeholders and the customer to improve and drive value leadership. KPI focus areas are Case Fill, On Time Delivery, Fines and Fees Reduction, reducing order violations/ non-compliance to our Terms and Conditions and driving order efficiencies such as increased pallet pick/reduced case pick.

What are we looking for?

• Bi-lingual (English & French)

• Bachelor’s degree

• Experience in Supply Chain or Order Management or equivalent / related discipline, preferably within the CPG industry.

• Advanced Excel Skills Preferred.

• SAP Experience / Technical Aptitude Preferred.

• Hybrid work environment.

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’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.

Mars is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law. If you need assistance or an accommodation during the application process because of a disability, it is available upon request. The company is pleased to provide such assistance, and no applicant will be penalized as a result of such a request.