Customer Support Executive

Job Description:

Royal Canin is a global leader in pet health nutrition, guided by science and a deep passion for pets. We collaborate with nutritionists, breeders, and veterinarians worldwide to develop innovative, tailored nutrition solutions that address the unique needs of cats and dogs.

Cats and dogs are always at the center of everything we do. As part of Mars Incorporated, we are empowered to champion what matters most to us: creating a Better World For Pets. Our commitment drives us to continually advance pet health and wellbeing, ensuring every pet can thrive.

About the role: This role will be working for Mars Incorporated within our Royal Canin segment, where we advance pet health through tailored nutrition and scientific expertise.

Role Title: Customer Support Executive - 12 month contract
Location: Melbourne, Victoria
Hours: Full-time, Hybrid working
Reporting to: Customer Experience Manager

What you'll do:

• Responsible for overseeing and executing the end-to-end process of order fulfillment that meets customer expectation and business standards.

• Act as the first point of contact for customer queries, complaints, and feedback, providing prompt, empathetic, and effective solutions - confidence in handling multiple communication lines is crucial.

• Identify unresolved issues, escalate appropriately, and follow through to ensure resolution, aiming for high customer satisfaction.

• Foster direct key account relationships and personalise their experience throughout the various touchpoints along their customer experience journey.

• Liaise with our warehouses and transport companies to ensure quality and timely deliveries of orders.

• Provide technical support to customers who use Royal Canin's array of service portals across ANZ.

• Support team members as required during high volume periods.

Your experience and passion:

• A drive to deliver exceptional customer service with high data input accuracy.

• Experience managing customer (B2B) relationships with a solutions-based, active listening approach.

• Confidence in working across multiple platforms simultaneously.

• Ability to prioritise working towards service targets and KPI's, and confident in multi-tasking.

• A desire for action orientation with high attention to detail.

• Team orientated mindset and flexibility.

• Strong MS Office Suite knowledge, experience in 1Navision or similar ERP systems is a bonus.

• Proven ability to problem solve and thinking on the spot.

• Knowledge of Supply Chain processes with awareness of order life cycle is desirable.

Why you'll love working for Royal Canin:

• Purpose: A segment truly passionate about the health of pets, people and the planet with opportunities to support our community partners, including the RSPCA and Seeing Eye Dogs Australia and Blind & Low Vision Guide Dogs in New Zealand.  

• People: A culture that values your contributions, fosters leadership, and recognises the impact you make. Your work truly matters here.

• Development: Shape your career with personalised development and real opportunities to grow from day one.

• Enjoy a team and business environment that is invested in helping you manage and grow your energy for work and life.

• Complimentary Royal Canin pet food for your cat or dog. Dogs are also welcome in our offices. 

Mars is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, colour, 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.

We know everyone's needs are different, and we're committed to making our application process accessible and supportive for all candidates. If you require any adjustments along the way, simply let us know in your application form. We'll work with you to understand what will help you feel comfortable and supported.