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Contract : CDD de 12 mois/ Temporary Contract of 12 months

Regulatory Affairs maximizes opportunity & minimize risk by guiding business decisions based on scientific & regulatory insight and provide appropriate governance structure.

Portfolio availability on the markets relies on compliance with the sum of their regulatory requirements, in an ever-changing internal and external environment: new suppliers, processes, products/services innovation, regulatory framework. Regulatory environment is evolving and require proper monitoring and influencing. In this context, the Regulatory & Customer Care officer will play a key role being accountable, along with the Regulatory & Customer Care Manager to ensure regulatory support and more specifically in the license importation field. 

The Regulatory & Customer Care Officer belongs to a community promoting best practice sharing, establishing and auditing standards, processes, systems and the consistent application of Mars Petcare and Royal Canin policies that ensure regulatory compliance of ingredients, products, packaging and claims in all markets of responsibility and products manufactured in Royal Canin Factories.

What are we looking for ?

• Bachelor - Master degree in Food Technology, Agriculture or Food law with a proven experience in Export Customer Service

• Excellent communication skills in English & French (oral and written); Spanish would be a plus for the role

• Good knowledge on pack office (excel, word, adobe pro)

• Able to manage complexity & ambiguity

• Excellent time management & ability to organize

What will be your key responsibilities?

The Regulatory & Customer Care Officer will be responsible for:

1) Be the regulatory technical expert to support all 80 importers in the registration process of new and revamped products to insure alignment with the marketing activation plan (90%):

• Prepare the set of documents to register a product / a factory in the Importing market

• Provides product / factory technical information to Importers

• Sample research & expedition

• Certificate of Analysis request & expedition

• Coordinate the Legalization / Apostille of documents with the appropriate public (Chamber of commerce) and private bodies

• Liaise with veterinary authorities to obtain certificates of free sales, certificates of control and all other requested documents

• Coordinate with RC departments to obtain and relay the necessary information (Demand, Packaging, R&D, Laboratory, Factories and other services)

• Prepare/print export documentation related to registration for the concerned orders (certificates of analyses/ Product Information Datasheet or PID)

• Maximize the efficiency & autonomy of importers through structuring and updating Sharepoint (PID, Packaging, Claim substantiation, transfer sheet) in accordance of Marketing Development Plan and identification of changes that could impact on the regulatory affairs.

2) Customer Care support on claim management (10%)

• Treat on a daily basis all vital claims, from the claim reception to the edition of the credit note (when necessary)

• Connect with manufacturing site outside ROYAL CANIN to get reimbursed on the claim related to their plant

• Connect with finance to take care of extra costs not accounted by VITAL platform (destruction, fumigation)

• Provide a yearly basis report to support ROYAL CANIN and EUKANUBA quality continuous Improvement and customer satisfaction

What can you expect from Mars?

• At Mars, we believe in a relationship of mutual trust, dignity and respect between our company and Associates that is more meaningful than the standard employer/employee relationship.

• As Associates, we can expect to be respected, supported and valued as individuals, to be treated fairly and equitably.

• An environment where you are empowered to be proactive and to take initiatives to make a difference.

• You will work in a multicultural environment (more than 40 nationalities) and where your dog will be welcomed by more than 100 other Associates’ dogs at the office! 

• A unique and ideal work environment to become the leader in health through nutrition for cats and dogs!

#LI-PN1 #LI-Hybrid