Customer Service & Business Support Analyst

Puma Processing Services LLP (PEPS; Mumbai; On-site; INR 450,000 - 650,000; Full time

Job summary

Puma Energy’s PEPS unit seeks a detail-oriented specialist to support aviation invoicing, credit notes, and internal non-product invoicing. You will backfill the Business Support functions in gaps, streamline processes, and resolve day-to-day operational issues with data-driven insights.

Join a centralized offshore unit with exposure to multiple Puma Business verticals, including retail, B2B, and aviation, based in Mumbai. Strong Excel and English communication are required.

Qualifications

• Ability to gather, analyze and synthesize data.
• Excellent interpersonal and communication skills.
• Proficient in Microsoft Office (Excel, Access) with advanced Excel capabilities.

Responsibilities

• Provide sales support to external Aviation customers and internal sales teams for invoicing and credits.
• Streamline processes and troubleshoot day-to-day operations by analyzing root causes and implementing solutions.
• Handle end-to-end customer order management and daily reconciliations.

Skills

Data analysis

Interpersonal skills

MS Office

Advanced Excel

Tools

Microsoft Office

Job description

About Company:

Puma Energy is a leading global energy business that supplies, stores, and distributes petroleum products in 47 countries across six continents. Founded in 1997, Puma Energy has its headquarters in Singapore and Geneva and employs over 8,000 people globally with regional hubs in South Africa, Puerto Rico, and Estonia and has a Global Delivery Centre in Mumbai (India).

Puma Energy has a network of 1948 retail sites and a presence at over 103 airports. Our mission is to energize communities to help drive growth and prosperity by sustainably serving our customers needs in high-potential countries around the world

Puma Processing Services LLP (PEPS) established in Year 2018, represents Puma Energys first captive offshoring unit and is based in Mumbai, India with over 200 employees. PEPS provides the Puma Group a key advantage of centralizing its core competency in services at one location and allows the group the ability to scale size to increase volumes in key areas. PEPS manages mid-office and back-office activities for Puma Businesses across all its business verticals like Retail, B2B, Aviation, and also enabling functions like IT and corporate. It serves the countries that are a part of the African continent, Middle East, and Asia Pacific and further extends support to the Puma Group in Geneva for its core activities.

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