**Job Description:** **Position:** Customer Service Coordinator **Location:** Mogi Mirim/SP **Role Description:** The Customer Service Coordinator operates at the core of the supply operation, connecting Sales, Planning, Logistics, Operations, and Distributors to ensure execution of the demand plan and achievement of service levels. This role works collaboratively and cross-functionally, integrating VMI, CPFR, and replenishment processes with rigorous governance over orders, inventory, and operational KPIs. The role also plays a key part in executing logistics transformation and digitalization initiatives (e.g., automation, ATP processes, order management, and evolution of the control tower), directly influencing operational efficiency and customer experience. **What We’re Looking For:** * Bachelor’s degree in Business Administration, Engineering, Information Systems, or related fields; * Postgraduate degree in Logistics, Sales, Customer Service, or related areas; * Experience in Supply Chain, specifically in customer-facing support functions; * Advanced Microsoft Office proficiency (especially Excel); * Programming knowledge: VBA, SQL, etc.; * Familiarity with Power BI and SharePoint; * Strong expertise in VMI and CPFR; * Advanced/Fluent English proficiency; * Willingness to work 100% on-site; * We seek an innovative professional with strong interpersonal skills who prioritizes the well-being of our end consumers. **Key Responsibilities:** * Lead the VMI process for distributors, ensuring appropriate inventory levels, prevention of stockouts, replenishment accuracy, and governance of KPIs (Weeks of Supply, Out-of-Stock, coverage, turnover). * Conduct the CPFR cycle with strategic customers, aligning demand forecasts, promotional impacts, supply constraints, and corrective action plans to improve SFA and BIAS. * Manage replenishment flow for direct and indirect customers, including order portfolio management, inventory allocation, schedule adherence, and coordination with Logistics to ensure Case Fill and On-Time-In-Full (OTIF). * Serve as the primary point of contact for distributors and key accounts, facilitating performance reviews, operational alignment, and structured incident resolution. * Lead logistics transformation, digitalization, and O2C process automation initiatives (ATP, allocation, incident management, integrations, and order control), ensuring implementation, governance, and adoption. * Continuously monitor operational and service KPIs (Case Fill, OTIF, SFA, BIAS, returns, operational errors) and propose action plans based on root cause analysis (RCA, 5 Whys, A3). * Develop processes, standards (SOPs), and routines to enhance efficiency, reduce rework, and drive automation across the customer service and replenishment journey. * Collaborate closely with Sales, Planning, Logistics, Operations, and Finance to ensure integrated execution of the demand and supply plan. * Support team training and technical development (Front and Back Office), fostering a culture of continuous improvement, operational discipline, and customer focus. **What You Can Expect from Mars:** * An opportunity to work for a multinational company with a strong presence in the countries where it operates, producing high-quality products and globally recognized brands such as M&Ms®, Snickers®, Twix®, Skittles®, Pedigree®, Whiskas®, Cesar®, Royal Canin®. * We champion equal employment opportunities; all qualified candidates will be considered for open positions regardless of race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law. * We offer an attractive compensation and benefits package, including medical and dental plans, private pension, meal vouchers, pharmaceutical reimbursement, extended maternity and paternity leave, among others. * Most importantly: To our Associates—whom we call everyday heroes—we offer the opportunity to learn, dream, and grow with Freedom, Mutuality, and Security. Join this great family of over 150,000 Associates and discover why millions of people want to join Mars, stay with us, and grow alongside the company. Click “Apply,” complete your registration, and submit your resume.