Customer Service Analyst - LATAM

As relentless advocates for intelligent nutrition, NOVUS delivers advanced technology, rooted in scientific research designed to help animals reach their full potential. Driven by our passion for science and our intrinsic innovation, we work alongside animal producers and owners around the globe, to help create a world where we feed solutions instead of treating problems.

• Robust Benefits Package:
  Market-competitive compensation and locally selected benefits in every country where we operate.
• Hybrid Work Model:
  We are committed to your work-life balance. Our hybrid work model lets you thrive whether you're at the office or working remotely.
• Comprehensive Well-Being:
  Our employees’ well-being matters. We offer a variety of programs to support physical, mental, and emotional health.

Expect to be inspired, to innovate, and to make a lasting impact in the world of animal nutrition globally by joining colleagues in over 80 countries, devoted to transforming the animal nutrition industry.

NOVUS is Made of More™. More science. More insight. More inspiration. It’s called intelligent nutrition — and it’s how we show the world what we’re made of.

Are you ready to show the world what you’re made of?

Responsible for managing the end-to-end order fulfillment process for the LATAM region, ensuring accurate order entry, on-time delivery, compliance with commercial policies, and a positive customer experience. Acts as the primary liaison between customers, Sales, and cross-functional teams (Logistics, Credit, Planning, Finance, Quality, Regulatory), ensuring proactive communication, issue resolution, and effective backlog management. Proactive customer communication regarding order status, deliveries, invoices and other inquiries.

Customer data and system updates. Under supervision from manager, receives a high level of instruction, guidance and direction.

• Review, validate, and process customer purchase orders in ERP system, ensuring accuracy and completeness.
• Manage order backlog from entry through delivery and invoicing.
• Monitor backlog and proactively mitigate risks to ensure on-time delivery.
• Process customer invoices in SAP, considering the corresponding interface with local e-Invoicing systems and fiscal requirements.
• Provide timely order confirmations and respond to customer inquiries regarding order status, lead time, shipment status, documentation, and invoices.
• Coordinate price exceptions in alignment with Novus policies.
• Maintain and update Customer Master Data in ERP systems.
• Ensure compliance with commercial policies, contracts, import/export regulations, and internal procedures (SOPs).
• Document and track service level issues and support proper resolution of customer complaints.
• Analyze system data to support operational decisions and continuous improvement initiatives.
• Collaborate closely with Sales, Logistics, Demand Planning, Finance, Technical, and Regulatory teams.
• Support training, knowledge sharing, and backup activities within the team as needed.
• Document any service level issues on ERP system.
• Ensure that any customer complain is registered in CRM system (Issue Management) and actions are taken internally. All IMs must be closed and customer will have a response.
• Update Regional Procedures, Training Materials and documentation when needed. Communicate with Functional Leads to get inputs or provide feedback on system or operational improvements.
• Adhere to the Novus Management System (NMS), Novus Integrity System (NIS) and all policies and procedures related to position assignment.

• Bachelor’s degree in Business, Supply Chain, Logistics or related field.
• 2+ years of experience in Customer Service, Order Management or Order Fulfillment.
• Strong knowledge of order-to-cash processes, customer focus, attention to detail, problem-solving skills, and ability to manage multiple priorities in a fast-paced environment.
• Experience with SAP or similar ERP systems.
• Advanced MS Office skills (Excel / Power BI proficiency preferred).

• Fluent in Portuguese.
• Fluent in English.
• Fluent in Spanish.