Customer Service Co-ordinator

Job description

Job Description: Mars: Where your Tomorrow Starts Today! Mars is a family-owned business that has been making products for people and their pets for more than 100 years. We’re behind some of the best loved brands in the world including MARS®, SNICKERS®, EXTRA®, ECLIPSE®, PEDIGREE®, WHISKAS®, DOLMIO®, BEN’S ORIGINAL ® MASTERFOODS ® and ROYAL CANIN® ORIJEN® ACANA® we are dedicated to making a positive impact on people and the planet. Join us in building a sustainable future where people, communities, and the planet can truly thrive. As a Customer Service Coordinator (Order to Cash) at Mars Snacking, you will play a vital operational role in managing the end-to-end order fulfillment and customer service lifecycle across the Australian market. Operating within our fast-paced Supply organization in Melbourne, you will be the primary link between customer demand and physical supply execution. In this role, you will manage customer order processing and stock allocation, ensuring our products reach customers on time and in full. You will collaborate closely with Sales, Supply Planning, Demand Planning, Logistics, Warehousing, and Finance to deliver exceptional customer service, optimize lead times, and drive continuous improvement across our Order-to-Cash (O2C) processes. What you’ll do: End-to-End Order Management: Accurately and efficiently process, validate, and manage incoming customer orders from receipt through to delivery execution. Stock Allocation & Delivery Execution: Manage stock allocation rules in SAP APO, partnering with Supply Planning, Logistics, and Production to maximize product availability and ensure On-Time, In-Full delivery. Billing & Dispute Resolution: Oversee timely and accurate invoice generation, maintain credit notes and claims data, and proactively resolve order holds or pricing discrepancies. Customer Support & Partnership: Act as the key operational contact for customer accounts and our internal sales force, providing proactive updates on order statuses, delivery schedules, and inventory constraints. Cross-Functional Collaboration: Partner with Sales, Finance, and Logistics to continuously improve service levels and achieve key performance indicators (KPIs) such as Case Fill Rate, On-Time Delivery. Data Governance & Reporting: Maintain accurate records across both internal Mars and customer systems, preparing regular and ad-hoc O2C performance reports. Your unique ingredients: Education: Higher education qualification in Supply Chain, Logistics, or a related discipline preferred. Experience: Prior experience in a Customer Service, Claims, or Order-to-Cash (O2C) role within a fast-paced environment (FMCG or retail supply chain experience highly regarded). Practical understanding of warehouse operations, inventory allocation, or replenishment processes. Technical Skills: Demonstrated intermediate experience with SAP (specifically ECC and APO modules). Strong proficiency in Microsoft Excel, Smartsheet and data analysis tools. Core Capabilities: Outstanding written and verbal communication skills to engage effectively with external trade customers and internal cross-functional stakeholders. Strong problem-solving skills with meticulous attention to detail when managing orders, inventory, and billing records. Why you’ll love working for Mars: Purpose: Help craft beloved brands with a legacy of over 100 years of local manufacturing making products that people and pets will love all while helping to build a more sustainable future. 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. 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.