MassTLC

, Philippines

Job Family Group:

Commercial and Retail

Worker Type:

Regular

Posting Start Date:

July 19, 2023

Business unit:

Downstream and Renewables

Experience Level:

Early Careers

Job Description:

As a Customer Success Specialist, you will be accountable for a certain customer portfolio to take ownership, drive accountability, and demonstrate and communicate improvements for our customer journey. This is a key enabler to drive best-in-class CX and to ensure maximum customer-centricity.

This role may focus on some or all the accountabilities below, depending on the respective business size and complexity:

Deal Management (accountable for Bid and Tender, Contract Management, Pricing, Master Data, Data Integrity Management, enforcing company’s policy and contracts, Ensuring compliance)

Order to Cash (responsible for Order Management, Touchless Support and Set-up, Dispute Management, Credit Management, ensuring invoices are correct and paid on time, building strong relationships and creating partners (customers) for life, understand customer’s issues and to drive resolution and improvements)

Sales Support (Manage existing customer portfolio of business, manage customer relationship virtually, Analyst P&L reports and identify, manage areas of underperformance, Champion the SPANCOP sales process with a strategic mindset, manage key sales process steps as agreed with respective business, Data-driven sales recommendation)

Dimension: Macro Distributor Business (LatAm)

Skills & Requirements:

Critical to the success of this role is to demonstrate strong Customer Language Proficiency and experience in managing Customer Relationship and Customer Success.

Additionally, you will have:

• Language Requirement:
  • English Language Proficiency – B2
  • Spanish Language Proficiency - Must be a native speaker of Spanish or must have a near-native proficiency
• Strong Communication and Influencing skills
• Previous experience in data Analytics & Insights and Digital environment
• Demonstrated ability and commitment to build Customer Success
• Knowledge of Customer Centric Design
• A good understanding of Commercial & Economic Acumen and Value Chain methodology
• The ability to lead and drive Continuous Values
• Attention to details when dealing with Data Management and high focus on Compliance
• Proven experience in Contract Management

Job Competency Profile

Value Chain Management and E2E Profitability – Knowledge

Compliance Control and Risk Management – Knowledge

Supply Chain Customer Service – Knowledge

Commercial agility - Skill

Analyses and Solves Problems - Mastery

Attention to Detail - Mastery

Communicates and Persuades - Skill

Team Working - Skill

Work Schedule / Shift: Night Shift (9PM - 6AM); Sat-Sun off; Following US process holidays

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