What are the responsibilities and job description for the Operations Specialist position at Mars?
Job Description:
Consumer Care
The Operations Specialist will play a key role on the Consumer Care team, supporting foundational operations and ensuring quality consumer care experiences, while delivering the Voice of the Pet Parent to the business. This role will be responsible for supporting in onboarding and continuous education of vendor agents, as well as monitoring agent performance (front line advisors and Vet Techs) to ensure Mars KPIs, SLAs, expectations of Quality, and the Petcare Segment Care Standard are being met.
What are we looking for?
Mars is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, 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.
Consumer Care
The Operations Specialist will play a key role on the Consumer Care team, supporting foundational operations and ensuring quality consumer care experiences, while delivering the Voice of the Pet Parent to the business. This role will be responsible for supporting in onboarding and continuous education of vendor agents, as well as monitoring agent performance (front line advisors and Vet Techs) to ensure Mars KPIs, SLAs, expectations of Quality, and the Petcare Segment Care Standard are being met.
What are we looking for?
- Proven organizational skills.
- Positive, service-oriented attitude, along with tech-savviness and adaptability.
- Consumer Care experience preferred.
- Minimum 5 years of experience in related work (customer service, technical services, consumer relations, public relations, etc.)
- Execute reporting to deliver periodic scorecards for frontline agents using tools like Maestro and Salesforce/MarsPulse
- Support Workforce Management needs and pull reports as needed to ensure continuous improvement
- Handle all mail and update physical Voice of the Pet Parent boards at BRN and BOL.
- Manage internal process for Quality Assurance as it relates to Consumer feedback.
- Will act as backup to Consumer Care channels as needed, specifically around times of transition, unusual volume, or in otherwise critical situations.
- Be involved in the onboarding of new Vet Techs and vendor agents with Mars PNNA procedures, processes, and tools. Ensure continuous improvement of training and performance by supporting the management of knowledge.
- Maintain and update training materials as needed
- Maintain and update Knowledge database and materials as needed; manage coupon inventory and product reimbursements for consumers.
- Work closely with Systems and Knowledge Functional Expert to ensure agents are well informed on product changes, marketing campaigns/activations, and expert advice
- 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.
- 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.
Mars is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, 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.
