About the Company

A global company with a distinctively French identity, Motul remains true to its roots while looking towards the future. Today, Motul continues to power forward its automotive and industrial competences in the lubricant space. Motul employs the same ideology everywhere: passion for ingenuity. This passion, which unites lovers of engineering to their machinery is the same passion that unites Motul's People. Continuously crafting new solutions, ingenuity is at the heart of Motul's culture.

Area of Responsibility

The Senior Customer Service & Logistics Executive independently manages complex or high-value customer accounts, end-to-end order fulfilment and outbound logistics coordination. The role leads the resolution of escalated operational issues, analyses service and logistics performance, drives process improvements, and provides operational expertise to support consistent execution across the team.

CRITICAL ACCOUNTABILITIES

• Customer Service and Complex Case Management

• Manage complex, high-value or strategically important customer accounts and ensure accurate, timely order fulfilment for domestic and international customers.

• Take the lead in resolving sensitive, escalated or high-impact customer complaints, supply constraints and delivery issues with minimal supervision.

• Make operational decisions within approved policies and recommend options to the Customer Service & Logistics Lead when business trade-offs or exceptions are required.

• Analyse customer feedback and recurring concerns, identify trends and coordinate corrective actions with relevant functions.

• Support customer retention and long-term relationships by proactively identifying service risks and improvement opportunities.

• Logistics and Cross-functional Coordination

• Coordinate end-to-end outbound logistics, including order processing, inventory distribution, warehouse execution and transportation.

• Manage multiple priorities and high-volume workloads while maintaining service quality and deadlines.

• Work closely with Sales, Marketing, Supply Planning, Warehouse, Logistics, Finance and other functions to resolve complex issues and improve customer experience.

• Anticipate delays, stock constraints and fulfilment risks, propose solutions and escalate material business impacts to the Customer Service & Logistics Lead.

• Performance Analysis, Systems and Governance

• Track and analyse Customer Service and Logistics KPIs, identify root causes and provide actionable recommendations to the Customer Service & Logistics Lead.

• Prepare and validate operational reports, including Actual Sales, Back Orders and an other customer service report

• Execute advanced SAP S4/HANA SD/MM transactions and act as an operational subject-matter resource for systems and tools.

• Create and maintain product and customer master data in the local ERP system in accordance with governance requirements.

• Ensure compliance with company policies, service protocols, legal requirements, work instructions and control standards within assigned processes.

• Operational Expertise and Continuous Improvement

• Identify process gaps and lead agreed improvements, including innovation, synchronisation, digitisation and simplification initiatives.

• Develop and maintain SLAs, work instructions, knowledge materials and process documentation, and support operational deployment.

• Provide process training, onboarding support and day-to-day operational guidance to Customer Service & Logistics Executives when assigned by the Customer Service & Logistics Lead.

• Support the implementation of operational changes and monitor adoption and effectiveness.

• Perform other duties assigned by the Customer Service & Logistics Lead or Supply Chain Manager.

Qualifications and Experience

• Bachelor's degree in Logistics, Supply Chain Management, Business Administration or a related field.

• At least 5 years of experience in customer service, logistics, order management or supply chain, including experience handling complex operational cases.

• Strong proficiency in SAP ECC6 or a comparable ERP system and Microsoft Office, particularly Excel.

• Experience in KPI analysis, process improvement, master-data management or customer-service technology is preferred.

• Experience with order-management systems, payment gateways or e-commerce processing is an advantage.

Key Skills & Competencies

• Strong customer focus with a proactive, solution-oriented and continuous-improvement mindset.

• Professional communication, emotional intelligence and conflict-resolution skills, including effective English communication.

• Ability to analyse complex issues systematically, consider end-to-end business impact and provide effective solutions quickly.

• Ability to manage multiple priorities, high-volume work and deadlines consistently in a fast-paced environment.

• Strong cross-functional collaboration and influencing skills.

• Ability to challenge the status quo constructively, support change and adapt with a long-term business perspective.

• Ability to provide operational guidance and knowledge transfer without formal people-management accountability.

We appreciate your interest in joining our team and encourage you to submit your application. Please note that only shortlisted candidates will be contacted for further discussion.

Thank you for considering a career with us!