Operations and Customer Service Coordinator

Operations and Customer Service Coordinator

Paddington, London or Waltham-on-the-Wolds, Midlands (preferably)

Flexible, hybrid working arrangements

The newly formed SDx division (Science and Diagnostics) of Mars Petcare is entering a new period of growth and as we expand our team in the UK, we’re looking for an Operations and Customer Service Coordinator to join.

If you are passionate about finding a hands-on role, we want to hear from you! This is a brand-new position and will be home based with occasional travel to our London office and Waltham Petcare site.

You will need to be able to wear multiple hats in this role, as your responsibilities will blend maintaining operational efficiency as well as being the first point of contact for customers who need support across both of our consumer diagnostics brands; Wisdom Panel and Whistle.

Our business operates in the direct-to-consumer space via our website as well as via Amazon, retail, and reseller partners both online and in-store across the UK, with expansion potential across Europe. In this role you will have a 360 degree view of all aspects of order management, fulfilment and customer service.

Our operations team strives to improve logistics, lead times, incorporate new technologies, find cost efficiencies while collaborating with teams across the globe. If you find satisfaction when you see that your effort translates into happy customers after receiving their products, you should apply. In customer service, we aim to provide the highest quality of customer care and satisfaction by assuring prompt, courteous and accurate responses to all customer enquiries.

At present, both of our operations and customer service functions are based in the US and this role will be the first in the market to take care of operations and customer service for our emerging European market presence. You will have end to end visibility of the customer as well as the operational processes to maintain excellence and find opportunities to improve.

What are we looking for?

• Operational / supply chain experience
• Customer service experience or qualities such as personal, courteous, and professional
• Hands on experience with any SAP, Microsoft Dynamics, Salesforce or similar
• Microsoft Excel skills: comfortable with analytics as a tool to solve business challenges
• Determination, self-motivation, and an eagerness to take on new challenges

What will be your key responsibilities?

• Responsible for planning, scheduling, and coordinating demand/supply in the UK and with our European partners
• Be the first port of call for all customer enquiries via email, social media, and phone
• Handle manufacturing and delivery of products and services to the company policy and country regulatory requirements
• Manage all freight moves for Direct to Consumer, B2B and affiliate sales, warehouse transfers, inbound raw and packs, and international import and exports
• Work with cross-functional teams, create and implement plans that enable the execution of business strategies
• Order management + inventory management across vendors, suppliers, and warehouses
• Manage business metrics (KPI’s)
• Help create and maintain fulfilment and shipping related SOPs

What can you expect from Mars?

• Work with over 130,000 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.