MLA Operations Specialist - ExxonMobil
About The Position
As a MLA Operations Specialist, you will play a pivotal role in supporting the Mobil Lube Analysis (MLA) program as a liaison for customers. You will ensure seamless account setup, asset management, kit ordering, user support, and training for customers utilizing MLA. Your work will facilitate the adoption and effective use of the MLA portal, acting as the primary administrative contact for customers and collaborating closely with both the Technical Help Desk and Customer Service teams. You will be responsible for maintaining clarity in process handoffs, delivering timely communication, and driving customer proficiency in MLA usage.
Requirements
- Strong organizational and administrative skills, with attention to detail
- Ability to manage multiple accounts, assets, and user profiles efficiently
- Excellent communication skills for customer interaction and issue resolution
- Proficiency in using web-based portals and tools for account and order management
- Problem-solving mindset for troubleshooting and escalating issues appropriately
- Experience delivering training or “how-to” guidance to customers
- Ability to collaborate effectively with cross-functional teams (Sales, Customer Service, Technical Help Desk)
- Customer-focused attitude with a commitment to timely and accurate service delivery
- Excellent time management skills, with proven ability to meet deadlines and maintain urgency
- Proficient in Excel, Outlook, Salesforce and other sales tools
- Professional written and verbal communication skills
- Constantly strive to improve, proactively seeking coaching and guidance from peers and managers.
- The desire and ability to learn on the fly, think creatively, and maintain urgency.
- An innovative mind always willing and able to contribute creative solutions to problems as they arise.
- Team player / collaborative operating style.
- Ability to act with integrity, professionalism, and confidentiality
Nice To Haves
- Familiarity with lubricants, oil analysis, or technical support environments is a plus
Responsibilities
- Administer MLA account creation, maintenance, and hierarchy updates
- Create and manage user IDs, assign roles, and resolve login/access issues
- Oversee asset creation and maintenance, including bulk uploads and template support
- Assist customers with kit ordering, troubleshoot order issues, and escalate unresolved invoicing problems
- Respond to customer inquiries about orders, sample submissions, labels, and shipping instructions
- Forward oil analysis interpretation questions to the appropriate technical resource ensuring the customer receives answers
- Deliver periodic customer training sessions on MLA portal navigation and oil analysis basics
- Maintain clear communication logs and ensure customer issues are resolved or escalated appropriately
- Coordinate closely with the Technical Help Desk for technical support and escalate as needed
- Ensure all deliverables are met within defined KPI timelines
- Leverage independence in your workday to prioritize tasks, projects, and initiatives.
Benefits
- Structured learning and career development programs
- Mental health program
- Generous Paid Time Off policy
- Paid medical leave
- Child/Dependent care reimbursement
- Education reimbursement
- 401k match, hardship loan program, access to financial wellness advisor
- Comprehensive healthcare coverage including medical, dental, and vision
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
Number of Employees
1,001-5,000 employees
