Customer Service Representative

Entity:

Customers & Products

Job Family Group:

Business Support Group

Job Summary:

The role is to assist customers with their purchases in a manner that is conducive to building long-term relationships between Castrol and its customers.

This role is operational, to reactively take and proactively manage the customer orders, ensuring that these are processed in a way that our service commitments to the customers are met.

The role manages the relevant activities of the O2C process in line with the Customer Service Agreement, manage the relevant order processing systems available in the market; responsible for back order management, complaint management and other customer facing activities as required.

An essential part of this role is to ensure that all the relevant information required to successfully execute customer orders is obtained and communicated

Why join to our team?

We support our people to learn and grow in a diverse and challenging environment. We believe that our team is strengthened by diversity. We are committed to crafting an inclusive environment in which everyone is respected and treated fairly.

There are many aspects of our employees’ lives that are meaningful, so we offer benefits to enable your work to fit with your life. These benefits can include flexible working options, collaboration spaces in a modern office environment, and many others benefits! We operate a hybrid model with 60% from the office and 40% from home with flexibility as agreed with line management.

About Castrol:

It’s more than just oil. It’s liquid engineering. Castrol provides all the oils, fluids and lubricants the world needs, for every driver, every rider and every industry.

Castrol is here to serve every driver, every motorcyclist and every industry on earth. We do this through Liquid Engineering. That means creating high performance oils, lubricants, fluids and greases for every application you can imagine. We also know that you need every part of your world to run smoothly, so we lubricate every part of the car or motorcycle you own, the escalators at your local shopping mall, the elevator at your office, and even the production line that made your refrigerator.

We are here for you in the world’s mines and quarries, its cruise ships and airliners, its wind farms and wheat fields. Whatever you need, we help make it happen.

:

• Perform all the relevant order processing, order management, including order acknowledgement and order confirmation for the customer using available tools/systems, cash collection, dunning and reconciliation activities where necessary
• Handle all the complaint management activities for the market, including delivery against the SLAs defined in the Customer Service Agreement (CSA), ensuring all customer enquiries and complaints are attended and resolved
• Maintain a sound knowledge of Castrol’s products and services and the CSA Framework of customer offer, sales policies and procedures and all BP internal control policies
• Support sales in customer related matters
• Support any internal/external audits relevant as required along with the rest of the customer operations team to ensure safe, reliable and compliant operations
• Applies knowledge of tools and systems to gather and integrate data from multiple sources to find the root cause of issues to solve them; Is proactive in updating/correcting any data in the system that is identified as being incorrect/incomplete; Shows a good understanding of the tools and systems available, how they operate and their strengths and limitations

Education:

• University degree in BA Finance and/or Logistics

Experience and other Essential skills:

• Previous Customer Service experience, exposure to sales or related Customer Services activities
• Demonstrated business understanding and awareness of internal and external customer needs
• Logistics experience is an asset

Skills:

• Enthusiastic & resourceful individual, performance driven
• SAP skills (proven) – advanced level of knowledge and application
• Computer Literacy: Microsoft Office tools
• Excellent interpersonal skills
• Customer Service & Business Knowledge: Awareness
• Advanced Level of English

Travel Requirement

No travel is expected with this role

Relocation Assistance:

This role is not eligible for relocation

Remote Type:

This position is a hybrid of office/remote working

Skills:

Legal Disclaimer:

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, socioeconomic status, neurodiversity/neurocognitive functioning, veteran status or disability status. Individuals with disabilities may request a reasonable accommodation related to bp’s recruiting process (e.g., accessing the job application, completing required assessments, participating in telephone screenings or interviews, etc.). If you would like to request an accommodation related to the recruitment process, please contact us to request accommodations.

If you are selected for a position and depending upon your role, your employment may be contingent upon adherence to local policy. This may include pre-placement drug screening, medical review of physical fitness for the role, and background checks.