Customer Service Manager H/F/X

Segment : Royal Canin

Contract : Temporary/CDD (6 months)

Location : Aimargues, near to Montpellier

The International Division mission is to accelerate importers business model transformation across more than 80 countries.

International Division team includes area managers and support functions like client managers, finance, marketing, corporate affairs, scientific communication and VCO (42 associates) and different business models: importers, 2 units (FWI & Réunion), hubs, spots.

This position has an international scope, potentially 123 countries, and is key to support the deployment of Royal Canin and Eukanuba strategy as per our OGSM in territories without Royal Canin units.

This position is based in Aimargues. Managing a team of client managers and promo tool officers, she/he is responsible of ensuring excellent customer service allowing to deliver > 100 m€ NSV/year, serving > 80 countries, 2 brands, 7 plants sourcing (RCA/RCC/RBK/RJH/LEB/RVP/RGY)

She/he contributes to the growth of Royal Canin and Eukanuba by ensuring physical product and promotional tools availability in all importer countries, warranting excellent customer service through management of a team of 6 client managers and 3 promotional tool officers supported by apprentices, trainees and contractors.

This role requires strong management skills, technical expertise and business acumen in the field of export.

What are we looking for?

• 2 Year degree or more in International Trade and/or Supply Chain Management
• Significant experience in a customer service team in an international company
• 1 Navision operational knowledge
• > 5 years Supply Chain experience or equivalent experience from a major interface with Supply & Exporting parties
• > 5 years in managing a team of operational roles
• Experience in lean management with performance tracking is highly recommended
• Fluent in French and English, another language is a + (Spanish, Russian)
• Ability to flex style in a multicultural environment

What will be your key responsibilities?

PEOPLE / TEAM LEADER :

• Ensuring the recruitment and induction plan of the associates of client managers/promotional tools coordinators with inclusion and diversity mindset and appropriate training with every stakeholder to infuse ID mindset and proper knowledge on applicable process and procedures
• -Ensuring the continuous training and development of her/his associates having the discussion on personal objectives as well as career next steps (setting SMART objectives and discussing meaningful capabilities for each profile of her/his team)
• Promoting continuous engagement improvement and follow through Gallup impact plan
• Building a HPC team with a continuous improvement mindset on efficiency and collaboration

OPERATIONAL TECHNICAL EXPERT :

• Managing a portfolio of countries within 80 countries in total, 100m€ NSV, > 2 400 orders/year
• Being the functional expert on client managers operations with immediate actions to emergencies
• Being the referent for ID/plants/3PL/forwarders to promote effectiveness and efficiency
• Supporting new countries openings/new sourcing for operations, processes, procedures and tools in collaboration with VCO and interacting with other Customer Service Heads
• Being the guardian of International Division governance on order management

CUSTOMER SATISFACTION :

• Advocating a customer centric mindset
• Ensuring efficient procedures in place for every country
• Influencing the discussions on ways of working and looking for specific solutions when needed (alternative sourcing, transport means optimization, promotional tools management…)
• Being the guardian of the achievement of the periodic order plan per customer (purchasing planner, slot allocations)
• Driving customer service excellence through customer survey and offering improvement plan with action trackers guiding her/his team members on operational tasks
• Promoting collaboration between client managers/marketing tools coordinators and area managers to create strong business focused collaboration mindset, and with other International Division functions (promotional tools officers, VCO and marketing department)
• Cascading new standards, processes, procedures to her/his team when applicable and accompanying them so they can be independent in leading them

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.
• A strong focus on 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.