Customer Service Administrator (m/f/x)

Key Responsibilities

  • Manage the full orders process, from order capture to invoicing, to ensure timely and accurate product supply for her/his customers group in SAP.
  • Manage the Order to Cash according to the agreed process
  • Provide insights & actions on how to improve the process
  • Solve day to day supply issues highlighted by customers and sales teams in conjunction with 3 PL operations, Product Supply, Co-packing Coordinator and the rest of the Customer Service Team
  • Manage Stock level for VMI Customers

Context and Scope

  • Accurately capture/manage and execute daily customer orders (for all products category) from input through to despatch in SAP and 3PL operations.
  • Manage Stock for VMI Customer every day, maintain VMI system set-up to ensure optimum stock level at customer warehouse. Make necessary analysis to come up with recommendations for improvement (slow runners, average stock level, effect of bank holidays, Out Of Stock…. Etc)
  • Manage & process customer claims, returns, refusals on a daily basis, by controlling POD from 3PL-partner.
  • Align Products Master Data with the customer to improve Order entry process
  • During period close, ensure that all the orders of the period are invoiced – or postponed to next period when appropriate.
  • Keep customers up to date with new order/deliveries policies and procedures
  • Keep the customers informed of any modifications in the order/delivery every day.
  • Make use of the relevant local customer plan: assortment changes & promotional activities. Use this information to manage order, and pro-active communication with the customer.
  • Be familiar with Mars products, pricing procedure, promotions and activity plan
  • Respond promptly to phone calls, emails from customers, 3PL´s.
  • Report and analyse Customer KPIs at the end of each period

Job Specifications / Qualifications

Education & Professional Qualification

  • High school diploma


  • Fluent spoken & written local languages
  • Office & SAP knowledge

Key Supporting Competencies

  • Delivers Consistent Results
  • Creates Collaborative Relationships
  • Customer Focus
  • Priority setting
  • Problem solving
  • Drive for results / Action oriented
  • Peer Relationship
  • Communication

Key Functional Competencies & Technical Skills

  • Logistics management : warehousing, outbound, product supply (Essential)
  • Financial : credit management, pricing & TE (Essential)
  • Business process application : activity management, Master Data Customers & Products (Essential)
  • Stock Management knowledge at customer (VMI)