Customer Care Analyst - Bilingual

Mars (New); Ontario; On-site; CAD 50,000 - 90,000; Full time

Job summary

An established industry player seeks a detail-oriented Order Management Specialist to enhance customer engagement and streamline order processes. In this role, you will collaborate with diverse teams to manage customer orders, resolve inventory issues, and drive efficiencies. The company offers a hybrid work environment, competitive salary, and access to industry-leading training programs. Join a purpose-driven organization committed to quality and mutual success, where your contributions will help shape a better tomorrow.

Benefits

Competitive salary

Company bonus

Access to Mars University

Diverse and talented associates

Qualifications

• Experience in Supply Chain or Order Management, preferably in CPG.
• Advanced Excel skills and SAP experience preferred.

Responsibilities

• Manage customer orders accurately and timely.
• Develop and maintain strong customer relationships.
• Identify opportunities to improve KPIs.

Skills

Supply Chain Management

Order Management

Customer Relationship Management

Advanced Excel

SAP

Job description

Job Responsibilities

1. Manage customer orders accurately and timely to ensure adherence to our terms and conditions, and internal processes.
2. Work with customers and sales partners to maximize order efficiencies and minimize order touches.
3. Manage order exceptions regarding inventory availability (e.g., shorts, ETA, risk) on baseline/promotional/seasonal stock, ensuring alignment with business policy.
4. Liaise effectively as the collaborative customer champion with internal stakeholders (e.g., CPFR Teams, Supply Chain Analysts, Co-pack, Logistics, Transportation, Inventory, Sales) to resolve inventory, product execution, on-time delivery, or other order issues.

Customer Engagement and Improvement

Develop and maintain strong customer relationships that support engagement through insightful and collaborative interactions.

Understand customer requirements as outlined in their vendor manuals and collaborate to drive service, recognize efficiencies, and reduce fines and fees.

Identify opportunities to improve KPIs and collaborate internally and with customers to enhance value leadership. Focus areas include Case Fill, On-Time Delivery, Fines and Fees Reduction, reducing order violations/non-compliance, and increasing order efficiencies such as pallet and case pick.

Candidate Profile

What are we looking for?

• Experience in Supply Chain or Order Management or 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, guided by the Five Principles.
• Join a purpose-driven company committed to building a better tomorrow.
• Access to industry-leading learning and development, including Mars University.
• Competitive salary and benefits, including a company bonus.

About Us

Mars is a family-owned business with over $35 billion in global sales, producing beloved brands like M&M’s, SNICKERS, TWIX, and many others. We also care for half the world's pets through our nutrition and health businesses. Headquartered in McLean, VA, Mars operates in more than 80 countries, guided by our Five Principles: Quality, Responsibility, Mutuality, Efficiency, and Freedom.