Customer Experience Representative

About Lubrizol
The Lubrizol Corporation, a Berkshire Hathaway company, is a specialty chemical company whose science delivers sustainable solutions to advance mobility, improve wellbeing and enhance modern life. Founded in 1928, Lubrizol owns and operates more than 100 manufacturing facilities, sales, and technical offices around the world and has about 8,000 employees. For more information, visit Lubrizol.
We value diversity in professional backgrounds and life experiences. By enabling a consistent, unbiased, and transparent recruitment process, Lubrizol seeks to create a positive experience for candidates so we can get to know them at their best. We recognise unique work and life situations and offer flexibility, ensuring our employees feel engaged and fulfilled in every aspect of life.
Summary of the Role:
To provide service and support to Customers and Commercial Division and be a link between Internal and external customers. To perform and support supply chain operations for fulfilment of customer requirements and cost optimization efforts.
Responsibilities / Accountabilities:
Communication:
To execute this area of responsibility, the role is expected to coordinate among internal and external stakeholders to provide quality service to customers. Some activities and areas where the incumbent needs to contribute:
- Lead on all issues around service quality of products shipped from any of the Lubrizol facility to the regional customers. They will coordinate and facilitate communication between the different GBUs and provide a singular response to the customer.
- Providing efficient response to Customer orders, enquiries, problems to ensure complete Customer Satisfaction
- Creating and maintaining customer, sales, and other departmental links to promote co:operation, professional communication and good customer service.
- Support proactively Commercial Division and customers in a consistent manner
- Inform the manager of problems which could have impacts on the department, Customers or the Organization.
- Keep external and internal customers informed on all the developments for smooth running of business.
- Lead on continuously improving customer delight and value addition to Lubrizol.
Order Processing:
To execute this area of responsibility, the role is expected to
- Receiving purchase orders from customers, processing local sales orders into the system. For import orders inform global counter parts as per sourcing location.
- Provide Order confirmation and material availability date to customers.
- Give necessary feedback on the progress to both internal and external customers. Keep track of and when necessary expedite orders through the supply chain.
- Sending samples to customers as per request from commercial team
- Co:ordinate with the commercial team to maintain the inventory and work with plant /sample warehouse team to ensure timely delivery.
- Invoicing: Ensure all goods shipped in a given month are invoiced in the same month (Subject to change)
- Coordinate service providers activities
- Process orders as per SLA defined to satisfy customers and build credibility.
- Create and keep Customer/specific documentation and job aids up to date
- Create, check and send commercial documents (inspection documents, certificate of origin, packing lists, certificate of analysis)
- Analyze Letter of credit terms and coordinate documentation as required
- Any other activities required for order fulfilment with highest customer satisfaction to achieve OTIF / Delivered as Requested.
- To coordinate with warehouse team to process sales return orders on need basis
- To coordinate with OTC team to process Credit/Debit note with necessary approvals on need basis
Import/Export processing :
To execute this area of responsibility, the role is expected to be a focal point of contact for Import/Export shipment cus
Job Type: Permanent