Client Support Specialist

2 weeks ago

Brazil, Indiana, United States Novus International Full time
About Novus International

At Novus, our mission is to inspire every animal producer and owner globally. As passionate advocates for intelligent nutrition, we leverage advanced technology grounded in scientific research to empower animals to achieve their fullest potential.

Our commitment to innovation and science drives us to revolutionize the animal nutrition sector through intelligent solutions. Collaborating with animal producers and owners worldwide, we aim to create a future where we provide solutions rather than merely addressing problems.

Role Overview

As a Customer Service Analyst, you will play a crucial role in bringing our vision to life. You will assist our customers across more than 85 countries, ensuring they receive the support they need.

Key Responsibilities
  • Manage customer orders and oversee the order fulfillment process for the LATAM region.
  • Respond to customer inquiries regarding order status, deliveries, invoices, and other related questions.
  • Maintain and update customer master data within our systems.
  • Work under the guidance of your manager, receiving clear instructions and support.
  • Process purchase orders, track shipments, and ensure timely invoicing.
  • Collaborate closely with various departments, including Logistics, Credit, Sales & Marketing, and Quality.
  • Coordinate pricing exceptions and ensure adherence to Novus pricing protocols.
  • Handle customer invoices in SAP, integrating with local e-Invoicing systems as necessary.
  • Ensure all Customer Master Data is accurately updated in line with customer requirements.
  • Support the Sales team by providing prompt responses to requests for customer information, order status, product availability, and shipping documentation.
  • Certify that orders for the LATAM region are processed within cutoff times and confirm submissions to customers.
  • Document service level issues in the Dashboard Report.
  • Ensure all customer complaints are resolved and appropriate communication is provided.
  • Regularly update regional procedures, training materials, and documentation to reflect ongoing changes and localization needs.
  • Comply with the Novus Management System (NMS), Novus Integrity System (NIS), and all relevant policies and procedures.
Qualifications
  • Bachelor's degree or equivalent training in Supply Chain or a related field, with a minimum of 2 years of experience in order fulfillment.
  • Understanding of both domestic and international order fulfillment processes.
  • Experience with computerized order processing and business systems, preferably SAP.
  • Strong problem-solving abilities with meticulous attention to detail.
  • Excellent communication skills, with a focus on customer service and detail orientation.
Essential Requirements
  • Fluency in English.
  • Fluency in Portuguese.
  • Fluency in Spanish.

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