Program Support Analyst

Company Description

MSX has been a trusted partner to leading vehicle manufacturers, their retailers, and mobility organizations globally for more than 30 years. Our unwavering commitment is to help our clients transform their businesses and effectively manage operations in the areas of: Sales Performance; Repair Optimization and Compliance; Parts and Accessories Sales Performance; and Consumer Engagement. With our global teams, industry expertise, and the power of technology, we design and deliver tailored, sustainable, and innovative solutions and services that help our clients optimize their operations and captivate their customers.

Job Description

Program Overview

This position supports a commercial fleet billing and accounts receivable operation that provides centralized invoicing and payment management for vehicle maintenance, repair, and parts-related transactions. The organization's mission is to deliver efficient, accurate, and customer-focused billing experience that simplifies account management, improves financial visibility, and reduces administrative complexity for fleet customers.

Position Summary

The Program Support Analyst supports client's Fleet Care program by providing exceptional customer service, managing billing and accounts receivable inquiries, and maintaining account records. This role also focuses on analyzing program data, identifying trends, resolving recurring issues through root cause analysis, and supporting process improvement initiatives. The ideal candidate is highly organized, detail-oriented, and proficient in Excel, with strong communication, analytical, and problem-solving skills. This position works closely with customers, dealers, and cross-functional teams to ensure efficient program operations and reporting.


Key Responsibilities

• Manage and action customer inquiries and email requests to support the billing administration and accounts receivable management in a timely manner

• Accurately and correctly identify the appropriate course of action for customer requests

• Conduct root cause analysis on recurring customer or account issues and recommend solutions

• Support process improvement initiatives by identifying inefficiencies and proposing data-driven recommendations

• Partner with cross-functional teams to support program reporting and analytical needs

• Communicate via phone and/or email with customers consistently (written & verbal)

• Receive inbound and place outbound calls to customers and dealers

• Respond to and document all communication (internal and external customers, phone calls, emails)

• Create and distribute customer invoices by request

• Assist in system vehicle inventory management

• Retain and file business documents

• Cross-train in other functions and processes within the Department

Qualifications

• Associate degree or higher preferably in Accounting, Finance, Business Administration, or a closely related field.

• Customer service and program support background

• Strong analytical and problem-solving skills, with ability to interpret data and identify trends

• Ability to multitask various assigned responsibilities

• Accuracy and attention to detail

• Strong interpersonal and organizational skills

• Strong written and verbal communication skills

• Excellent follow-up

• Ability to meet deadlines

Additional Information

MSX International is an Equal Employment Opportunity Employer committed to employing a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veteran status, age, or any other characteristic protected by law.