Mars UK • United Kingdom

Operations and Customer Service Coordinator

Employment type:  Full time

1–2 days/week at home

Core hours 11–3

Dog friendly

Job Description

Job Description:

Operations and Customer Service Coordinator

Paddington, London or Waltham-on-the-Wolds, Midlands (preferably)

Flexible, hybrid working arrangements

The newly formed SDx division (Science and Diagnostics) of Mars Petcare is entering a new period of growth and as we expand our team in the UK, we’re looking for an Operations and Customer Service Coordinator to join.

If you are passionate about finding a hands-on role, we want to hear from you! This is a brand-new position and will be home based with occasional travel to our London office and Waltham Petcare site.

You will need to be able to wear multiple hats in this role, as your responsibilities will blend maintaining operational efficiency as well as being the first point of contact for customers who need support across both of our consumer diagnostics brands; Wisdom Panel and Whistle.

Our business operates in the direct-to-consumer space via our website as well as via Amazon, retail, and reseller partners both online and in-store across the UK, with expansion potential across Europe. In this role you will have a 360 degree view of all aspects of order management, fulfilment and customer service.

Our operations team strives to improve logistics, lead times, incorporate new technologies, find cost efficiencies while collaborating with teams across the globe. If you find satisfaction when you see that your effort translates into happy customers after receiving their products, you should apply. In customer service, we aim to provide the highest quality of customer care and satisfaction by assuring prompt, courteous and accurate responses to all customer enquiries.

At present, both of our operations and customer service functions are based in the US and this role will be the first in the market to take care of operations and customer service for our emerging European market presence. You will have end to end visibility of the customer as well as the operational processes to maintain excellence and find opportunities to improve.

What are we looking for?

  • Operational / supply chain experience
  • Customer service experience or qualities such as personal, courteous, and professional
  • Hands on experience with any SAP, Microsoft Dynamics, Salesforce or similar
  • Microsoft Excel skills: comfortable with analytics as a tool to solve business challenges
  • Determination, self-motivation, and an eagerness to take on new challenges

What will be your key responsibilities?

  • Responsible for planning, scheduling, and coordinating demand/supply in the UK and with our European partners
  • Be the first port of call for all customer enquiries via email, social media, and phone
  • Handle manufacturing and delivery of products and services to the company policy and country regulatory requirements
  • Manage all freight moves for Direct to Consumer, B2B and affiliate sales, warehouse transfers, inbound raw and packs, and international import and exports
  • Work with cross-functional teams, create and implement plans that enable the execution of business strategies
  • Order management + inventory management across vendors, suppliers, and warehouses
  • Manage business metrics (KPI’s)
  • Help create and maintain fulfilment and shipping related SOPs

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.

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.

Company benefits

Open to part-time employees
Open to job sharing
Open to compressed hours
Enhanced maternity leave – 26 weeks at 90% pay
Enhanced paternity leave – 26 weeks at 90% pay
24 days annual leave + bank holidays
“Pawternity” leave
Pregnancy loss leave

The FlexScore® is the result of a rigorous 2-step verification of a company’s flexibility

First we assess the flexibility options Mars UK provides and then we anonymously survey a statistically significant proportion of their employees to make sure Mars UK is as flexible as they say they are. Our assessment is based on the six key elements of flexibility: location, hours, autonomy, benefits, role modelling and work-life balance.

We ask the hard questions so you don’t have to.

Working at Mars UK

Company employees

4000 In the UK

Gender diversity (male:female)


Office locations

London, Slough, Waltham, Castle Cary, Birstall, Plymouth

Hiring Countries

United Kingdom
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Awards & Achievements
Most flexible Retail & Ecommerce companies

Most flexible Retail & Ecommerce companies

Industry awards 2022