What are we looking for?

Customers first approach! The customer service senior representative will serve as the first level of escalation point for problem solving or general knowledge inquires related to all Royal Canin brands for both our internal and external customers.  The customer service senior representative will strive to win loyalty & trust of our internal and external customers by taking ownership and accountability in every interaction.

What will be your key responsibilities?

• Receives, processes, & delegates internal requests, expedites, promotions & cases within the defined time frame to ensure no impact to the customer experience.

• Provides guidance to customer service agents in real time to support all contacts that include that include all channels such as phone, email and chat.​

• Participates in training new agents and ongoing educational programs lead by Training Specialist

• Consults with procedures, polices manuals, knowledgebase resources and other reference materials to serve as first point of contact in answering various general inquires and issues.

• Assists in prioritizing, scheduling, assigning and monitoring off-phone work to optimize service levels

• Handles more complex customer service issues as well as triaging specific inquires to appropriate resource (management, finance, IT, data, & training)

• Documents customer inquiries, issues, transactions and other relevant information to identify trends to solution

• Identifies unusual events or consistent problem areas and addresses with management. Suggests methods to simplify, enhance or update procedures within customer care

• Provides monthly management ad hoc reports on customer service cases handled by customer care that includes and not limited to # of credits, # of escalations, # of account changes, & any other bulk work worthy of reporting

• Completes any business needed special projects as assigned by Line Manager

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.

About Mars:
Mars is a family-owned business with more than $35 billion in global sales. We produce some of the world’s best-loved brands: M&M’s®, SNICKERS®, TWIX®, MILKY WAY®, DOVE®, PEDIGREE®, ROYAL CANIN®, WHISKAS®, EXTRA®, ORBIT®, 5â„¢, SKITTLES®, BEN’S ORIGINAL® and COCOAVIA®. Alongside our consumer brands, we proudly take care of half of the world’s pets through our nutrition, health and services businesses such as Banfield Pet Hospitalsâ„¢, BluePearl®, Linnaeus, AniCura, VCAâ„¢ and Pet Partnersâ„¢. Headquartered in McLean, VA, Mars operates in more than 80 countries. The Mars Five Principles – Quality, Responsibility, Mutuality, Efficiency and Freedom – inspire our 130,000 Associates into taking action every day towards creating the world we want tomorrow.

Disclaimer:
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.​​​​​​​

Note to Search Firms/Agencies:
Mars, Incorporated and its subsidiaries and affiliates (Mars) do not compensate search firms for unsolicited assistance unless they have a written search agreement with Mars and the requisition is position-specific.  Any resumes, curriculum vitae, and other unsolicited assistance from search firms that do not have a written search agreement or position-specific requisition submitted to any Associate of Mars will be deemed the sole property of Mars and no fee will be paid in the event the candidate is hired by Mars.