Job Description:
Title:Royal Canin-Customer Excellence Supervisor-Fengxian
Location:Shanghai-Fengxian
What are we looking for?
3+ years of experience in a similar position with a strong customer service component and data analyst.
Logistic and business understanding is required.
High approachability and effective communication skills.
Experience from designing and setting up new processes and way of working is an advantage.
Ability to plan and prioritize, preferable proven based on previous work experience.
What will be your key responsibilities?
Monitor all the KPI’s needed for the activity of the Customer Service Team, including the organization of order management, calls frequency, administrative tasks, contact route, claims processing, timings, etc.
Establish effective communication, understand the needs for improvement and provide insights to optimize performance. Be able to build synergies with all departments, especially a close collaboration with Sales Supply Chain and Finance to guarantee the best support for each type of customer.
Prepare external communication towards customers on supply chain disruptions
Supports Customer Service Representatives in all daily operations and seeks improvements within the department of Customer Service.
Lead and participate continuous improvement projects
Support local Key user for internal systems participating in yearly testing, attending periodic key user meeting and ad hoc trouble shooting.
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 are 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.
Skills Required
- 3+ years of experience in a similar position with a strong customer service and data analysis component
- Logistics and business understanding
- High approachability and effective communication skills
- Experience designing and setting up new processes and ways of working
- Ability to plan and prioritize, preferably demonstrated through previous work experience
Mars Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Mars and has not been reviewed or approved by Mars.
-
Healthcare Strength — The benefits package is positioned as comprehensive, with broad medical coverage and additional protections like life insurance and short- and long-term disability. Mental health support is emphasized, including free mental health services and wellbeing programming under initiatives such as Mars Be Well.
-
Parental & Family Support — Paid parental leave is highlighted as market-leading in the U.S., with an example of 18 weeks fully paid for both parents. Additional family-related leave types such as sick time for caregiving and bereavement leave are also described as part of the overall package.
-
Retirement Support — Retirement offerings are described as strong, including 401(k) matching (with a 6% match cited) and pension plans in some cases. The broader package also references retirement savings options and contributions aligned to local market practice, supporting long-term financial security.
Mars Insights
What We Do
For more than a century, Mars, Incorporated has been driven by the belief that the world we want tomorrow starts with how we do business today. This idea is at the center of who we have always been as a global, family-owned business. Today, Mars is transforming, innovating and evolving in ways that affirm our commitment to making a positive impact on the world around us. Across our diverse and expanding portfolio of confectionery, food, and petcare products and services, we employ 133,000 dedicated Associates who are all moving in the same direction: forward. With $40 billion in annual sales, we produce some of the world’s best-loved brands including DOVE®, EXTRA®, M&M’s®, MILKY WAY®, SNICKERS®, TWIX®, ORBIT®, PEDIGREE®, ROYAL CANIN®, SKITTLES®, WHISKAS®, COCOAVIA®, and 5™; and take care of half of the world’s pets through our pet health services AniCura, Banfield Pet Hospitals™, BluePearl®, Linnaeus, Pet Partners™, and VCA™. We know we can only be truly successful if our partners and the communities in which we operate prosper as well. The Mars Five Principles – Quality, Responsibility, Mutuality, Efficiency and Freedom – inspire our Associates to take action every day to help create a world tomorrow in which the planet, its people and pets can thrive.
