Senior Customer Service Coordinator

Order Management & Customer Service Execution

• Lead end-to-end order management process for Kazakhstan distributors, ensuring all customer orders are processed accurately and on time.
• Manage customer service activities to deliver targeted Mars Service Performance levels.
• Ensure timely and accurate documentation flow to customers in line with business and compliance requirements.
• Maintain proactive and continuous communication with distributors regarding orders, deliveries, and service updates.

Service Performance & Process Control

• Drive service improvement initiatives by prioritizing Top Key Accounts in Kazakhstan.
• Lead Demand vs Order control process to ensure alignment between customer demand, supply availability, and order execution.
• Monitor daily order cuts and lead Root Cause Analysis process to identify corrective and preventive actions.
• Track key service KPIs and support continuous improvement actions to enhance customer satisfaction.

Systems, Coordination & Cross-Functional Collaboration

• Act as SAP Key User for Customer Service Operations, ensuring effective system utilization and issue resolution.
• Support document and information flow between Supply Chain, Finance, and Distributors.
• Collaborate closely with Sales, Supply, Finance, Logistics, and Commercial teams to ensure smooth order-to-cash processes.
• Assist Customer Service Manager in CMOS process execution and related governance activities.

Projects & Continuous Improvement

• Actively participate in assigned projects, system tests, and process enhancement initiatives.
• Lead cross-functional process (X/F) improvement opportunities to simplify workflows and improve service levels.
• Identify automation, reporting, and process standardization opportunities within customer service operations.
• Support implementation of new tools, systems, and best practices across responsible markets.

What are we looking for?

• Bachelor’s degree;
• 2–3 years of experience in Customer Facing Roles / Customer Service / Order Management;
• SAP experience preferred;
• Advanced user of MS Office applications, especially Excel;
• Advanced level of English;
• Strong communication and stakeholder management skills;
• Experience in FMCG environment is preferred.

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’re 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.