Customer Service Key User at Mars

About the Job

Job Description:

• Do you want to work for a company that knows its greatest asset is its people? Are you ready for the next chapter in your career? If the answer to both questions is yes, then look no further. Here at Mars we now have several exciting opportunities for individuals to come and join our Supply Chain team!
• The Customer Service Key User is the Physical Logistics & OTC process & system expert for the cluster. The role is a critical element in sustaining, improving and supporting change in our Supply Chain to achieve operational excellence. The KU governs right usage of SAP systems related to inventory, PL & OTC processes to ensure that the Customer Service team operates in an optimal way while supporting the Customer Service team to troubleshoot day to day OTC system issues; contribute to the optimisation of Customer Service tasks and support response to customer system related requests.

What will be your key responsibilities?

• Lead all testing activities related to SAP Atlas system upgrades.
• Support CS team on customer’s systems developments regarding order entry or billing.
• Drive projects related to automation related with order-to-bill process.
• Lead the SAP Atlas training of new associates in CS department.
• Actively participate in the European Key User community and bring best practices into the cluster to ensure business is operating with Mars standards.
• Document all critical processes to ensure knowledge management is properly deployed and maintained in the cluster.

As SAP Key User for the Southern Africa Cluster:

• Request / approve SAP user access.
• Custodian and SPOC for critical reports and functionality, also work on automating these where possible.
• Investigate system errors & find route causes for resolution.

Finance Support

• Resolve Finance discrepancies on PO pricing, old Credits & Revenue Recognition on Historical billing docs (In-Transit / VFX3).\
• Manage period and quarterly landings within the cluster.
• Assist in AR tasks around invoicing and customer service queries impacting payments

Inventory Control

• Investigate variances on inventory accuracy report and correct where needed ensuring system and physical inventory accuracies at all times.
• Monitor idoc’s & investigate errors and correct when/where needed.
• Monitor aging, damaged, expired inventories (incl creation of scrapping & donation orders)

DHL

• Manage queries and issues around daily operational processes with DHL.
• Implement SC and System best practices, monitor and report on KPI’s and assist in creating great customer service to the trade.
• Reporting/investigating Logistics Costs & Non-Quality Cost.
• Create, maintain & provide training for batch determination strategies.
• Create, maintain & do testing for conditions in SAP relating to Inter Company Billing flows.
• Extend / maintain ICBW & ICBF vendor codes.

What are we looking for?

• Educated to degree level (preferable)
• Language skills: Fluent in English (written and oral)
• Technical profile with perspective on business processes
• Passion for details and for having things done “right first time”
• Comfortable driving and leading new technical solutions implementations
• Previous experience: similar supply chain roles would be preferable
• Systems knowledge: experience using SAP / Atlas is preferable, as well as experience of using office productivity software (mainly Outlook and Excel)
• Being comfortable with ambiguity and creative in problem solving

What can you expect from Mars?

• Work with over 130,000 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.
• 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.