Customer Service Analyst

JOB TITLE:               Customer Service Analyst

LOCATION NAME:   Tangier - Morocco

REPORTS TO:           Supply Chain Manager

DEPARTMENT:         Logistics

MANAGER OF PEOPLE (include number of direct reports) OR INDIVIDUAL CONTRIBUTOR: Individual contributor.

EDUCATION: Bachelor/Master’s Degree in logistics/Supply chain management.

EXPERIENCE: Internship in a supply chain department of an industrial plant.

REQUIRED SKILLS AND COMPETENCIES:

• Proficient in Microsoft Office Suite.
• Knowledge of customer service practices.
• Experience in mediation and conflict resolution techniques.
• Data analysis experience.
• Knowledge of research practices.

MAIN MISSION:

Identifies and maintains the best relationships with key contacts in the client organization to foster sustainable collaboration.

RESPONSIBILITIES AND AUTHORITIES:

• Enter customer orders in a timely manner to facilitate shipping and sales activities.
• Identifies dysfunctions (organizational or IT) and suggests improvements to be made Adheres and is compliant to the policies and procedures in regard to quality standards. Strives to continuously improve processes.
• Responsible for the logistics interface of the clients entrusted to him.
• Represents the interests of FEDERAL MOGUL (Manufacturing and Profit) and takes the necessary actions when the orders Customers do not agree with the possibilities of FEDERAL MOGUL.
• Transfer of claims from its Clients to the appropriate services for processing. This includes the appropriate provision of information and documentation where necessary.
• Assists Financial Services in the relaunching of customer payments if necessary.
• Customer Needs Analysis: identifies and negotiates client program variations in accordance with Federal Mogul SP commitments.
• Ensure compliance with customer requirements.
• To adhere and be compliant to the policies and procedures in regards to quality, security/safety and environmental standards and strive to continuously improve processes.
• To ensure compliance with Federal-Mogul Quality and EHS policies, procedures and practices.
• To respect the environment and act consciously of environmental responsibilities.

English : Good level

Studies : Bac + 5

Experience : 0-2 years