Customer Service Analyst - Andean Region M/F

at  Motul

JOB DESCRIPTION

A pioneer in 100% synthetic lubricants, at the forefront of unconventional techniques and involved at the highest level of motorsports, Motul is one of the world’s few specialists in engine and machinery lubrication with a reach in over 150 countries in five continents.
Recognized for our know-how, the quality of our products and the ability to rise to challenges, we have earned us the trust of the most demanding automakers, engine manufacturers and industrialists.
At the heart of this organization are the men and women of Motul Group, who for over 170 years have built the brand we know today. These same employees are building the company of tomorrow, with a thirst for innovation, a deep concern for customer satisfaction and an entrepreneurial spirit as their common denominators.
You will join an international and fast-growing company and you will be part of a team dedicated to being true business partners to the customers and to the Motul Group.
As a Customer Service Analyst you will be responsible for all aspects of the administration of customer orders and relations including the resolution of disputes or claims of clients; the management of contractual commitments and the commercial conditions for customers; the interface with the sales force and the commercial framework; the interface with the logistical service providers and transport for the treatment of points and qualifications.

EDUCATION/ EXPERIENCE:

Bachelor degree in business management or computer science or related fields preferred or Higher Technical Diploma
3+ years related experience to customer service, logistics, or operations with an focus on data analysis.

ESSENTIAL SKILLS :

Proficient and effective in Microsoft Word, Excel, and PowerPoint.
Excellent skills in Microsoft Excel (Pivot Tables, VLOOKUP, dynamic spreadsheets, etc.)
Experience with any ERP ; SAP preferred
English : Proficient

MINIMUM LEVEL OF EDUCATION REQUIRED

3- Bachelor

MINIMUM LEVEL OF EXPERIENCE REQUIRED

2-5 years

• Develop and implement appropriate process improvement solutions by analyzing customer issues and order process inefficiencies to increase value to the Customer.
• Update and maintain KPI reports that measure the team’s work performance and progress toward departmental and organization targets. Create new reports in Excel as needed. Forecast sheet 2 months (rolling 3 months)
• Evaluate, prioritize, and escalate customer inquiries and issues with SAP with the proper Team member to find the best resolution for the Customer.
• Offer suggestions and direction from data analysis to help guide leadership in decision making.
• Work collaboratively with Sales, Marketing, and Product Teams to determine requirements for upcoming changes and initiatives. Ensure smooth transfer of knowledge to the rest of the Team.
• Maintain customer master profiles within SAP including contact, payment, tax, pricing, shipping information.
• Maintain master data tables related to customer-specific pricing, discounts, and promotions.
• Conduct training to Customers and internal Team members on order policy and process changes.
• Create and maintain a Standard Operating Procedure (SOP) documents for continuity of training and transfer of knowledge.
• Train and support user of Power BI