Customer Service & Business Support Analyst

Main Purpose :

To provide sales support to external Aviation customers and internal sales teams viz to fuel invoicing and credit notes as well as internal non-product invoicing and credits.

Support the Business Support organization in countries where there are gaps including streamlining processes and troubleshooting operational day to day activities by analyzing root causes and implementing sustainable solutions.

KEY RESPONSIBILITIES:

Direct Actions:

• Fuel request Management for adhoc customers
• Customer Contract Creation in System
• Communicating and Sharing Price notifications to Customers
• Processing of Aviation into plane and Bulk sales invoices
• Processing of Credit and Debit Notes
• Ensure only approved transactions are processed.
• Customer Query Resolution
• Ensure correct reason codes are applied for each credit note raised.
• Daily Reconciliations.
• Daily process updates to stakeholders
• End to End Customer Order management
• Manage Ad Hoc Projects
• Support new system implementations
• Participate in projects for new product roll outs and process improvement projects

Key Control Performance Indicators:

• Number of Invoices processed
• Number of self-imposed credit notes processed.
• Daily housekeeping activities
• Customer Queries (unresolved complaints) Key Skills

Ability to gather, analyze and synthesize data

• Good interpersonal skills
• Experience in data manipulation and analysis using Microsoft Office (e.g. Excel, Access)
• Advanced knowledge of Excel functionality (e.g. macros, dynamic tables, etc.)

Competencies:

• Robust analytical skills
• Good presentation and documentation skills
• Strong communication skills able to communicate with senior management
• Fluent in English a must. Other languages an advantage
• Organized and structured
• Strong team player
• Proactive and high performer requiring limited supervision