Customer Service Representative (KAL) will be the focal point of contact for end-to-end order handling/management of their assigned customers. They will review customer order patterns, provide exceptional service and handle the accounts strategically and operationally. Key account Lead will build and maintain strong long lasting strategic relationships with customers by becoming well attuned with their customers’ business and operations. The KAL will assist in championing exceptional customer relationships across all pillars by working alongside the Sales Responsible for their accounts. The KAL will collaborate with Sales and Marketing teams to continue to grow Motul’s presence through new customer leads and promotion efforts.
Success factors: Quick thinker with analytical skills and deep understanding on how to organize and prioritize tasks based on importance and urgency. Knows how to choose best form of communication (IM, email, phone call, in-person meeting) with other team members and customers to set right expectations for deliverables. Knowledge and/or experience in any part of a customer order fulfillment or operational processes.
Essential Duties and Responsibilities include the following but not limited to:
Enter, proof, and process orders in SAP for customer acknowledgment and delivery.
Be at their best in providing exceptional service to ensure optimum customer satisfaction and fulfill the established KPIs.
Collaborate and communicate with various departments including Sales, Marketing, Finance, Supply Chain, Logistics to get the desired results for the benefit of the customer.
Review and develop an understanding of customer order patterns to identify opportunities for upselling and cross-selling to sell a full portfolio & sales mix.
Track customer master data creation process and ensure customer onboarding process is successful.
Communicate with customer on any billing issue or credit holds.
Build strong long-term relationships, identify challenges and opportunities to ensure the success within the account.
Proactively analyze and learn customer buying habits & patterns and optimize the learning to our best
The ideal candidate will have proven experience in sales, customer relationship management or a related field, excellent communication and interpersonal skills, and strong organizational skills. Knowledge of the lubricants/automotive industry would be a plus. This position will encompass multiple pillars of Motul’s product offering.
Key Skills: The KAL is expected to have a positive, teamwork mentality to work cross-functionally with various departments. The KAL is expected to have the ability to manage time sensitive processes daily, have a proficient level of MS Excel skills, and be able to follow report creation steps to summarize activity and order progress. The KAL must possess the necessary skills to build long term key relationships with customers and colleagues alike.
To perform the job successfully, an individual should demonstrate the following competencies:
Problem Solving: Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations, uses reason even when dealing with emotional topics. Understands appropriate times of when to escalate issues or challenges to supervisor.
Oral Communication: Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings. Is respectful of members inside and outside the organization.
Written Communication: Writes clearly and informatively; Presents numerical data effectively; Able to read and interpret written information.
Judgement: Displays willingness to make decisions; exhibits sound and accurate judgment; supports and explains reasoning for decisions; includes appropriate people in decision-making process; makes timely decisions.
Education/ Experience: Bachelor’s degree in business or related field, and 3+ years related experience. High school graduates with relevant experience also considered.
Computer Skills:
Proficient and effective in Microsoft Office platforms (Word, Excel, and PowerPoint). Knowledge of Power BI would be an added plus.
Experience in ERP, CRM and WMS systems preferred. Knowledge in SAP would be an added plus.
Work Environment: Onsite
Base Salary 69 - 85K
Bonus
Benefits - Medical, Life, 401K, Paid Vacation, Holidays, Sick, Life, AD&D