Customer Services Analyst
Provide vital support and communicative link between our products/services and our customers (distributors and direct).
Responsible for execution of the order to cash cycle in an efficient, effective and customer responsive manner.
Deliver process accuracy and timely operation interventions to sustain and grow our customer satisfaction.
Provide direct support to the Sales Managers and Customer Service Manager.
Collaborate with local and regional counterparts/business functions.
Key accountabilities - Serve as customer advocate by understanding requirements, expectations and commitments.
- Provide quality customer service by prompt and courteous handling and resolution of customer queries and requests received.
- Acts as the process matter expert and liaison between the customers and business functions including Sales, Marketing, Supply Chain, Technical Support & Credit/Finance.
- Influence customers to place orders on-time and accurately to enable efficient operational delivery within standard production lead times.
- Communicate offers, order acknowledgements and order status updates to customer.
- Prepare and provide Pro Forma Invoices to support order placement and Mitigation Instrument process.
- Ensure orders are correctly entered in ERP system.
- Support timely dispatches by coordinating documentation and import requirements as well as proactively managing customer credit.
- Address and resolve a wide variety of ad-hoc issues that range from order requirements, invoicing errors, shipment priorities, freight forwarder delays, etc.
- Coordinate all operational credit and administrative tasks such as issuing statement of account, allocation of funds, and reconciliation of account.
- Support credit limit management by obtaining customer financials, coordinating and securing financial instruments, processing permanent/temporary limit requests and setting customer payment schedules within payment due period.
- Ensure payments are received on time and manage communication with customers and business functions.
- Promptly process customer claims, communicating completion and application both internally and externally. Ensure compliant with internal processes.
- Lead coordination of end-to-end Mitigation Instrument Process for Payment by supporting obtainment of
instrument, review of instrument, collating functional review, addressing discrepancies / amendments with internal and external stakeholders.
- Lead coordination of end-to-end Mitigation Instrument Process for Security; support obtainment of instrument; review of instrument, collation of functional review, addressing discrepancies / amendments with internal and external stakeholders
- Management of Trade Loan System Data (Loan data Entry/Approval) in JDE, PO creation rights.
- Coordinate dispatch of marketing and promotional materials with business functions and customer.
- Collect and collate secondary sales data and feedback as required by Marketing
- Manage introduction of new customers and changes to existing customers.
- Prepare and circulate reports, action and follow-up as required.
- Ensure adherence to the monthly, quarterly and year-end close complying with the deadlines and group standards.
- Coordinate Counterparty Due Diligence requirements for primary and secondary customers.
- Execute the Customer Information Change Implementation process for any applicable customer changes.
- For select countries, provide more in-depth support to Sales Manager including loan processing, participating in business performance reviews, marketing communications, reports/analysis.
- Collaborate closely with Sales Managers to achieve business specific objectives and goals.
- Point of Contact for Lubeconnect portal by providing initial support, ongoing training to distributors, communication regarding system enhancements; coordinate problem resolution and administrative updates.
- Ensure complaints of customers are logged on customer portal and contribute to prompt closure. Adhere to PICASSO procedures for any quality related complaint.
- Participate and contribute to business initiatives and projects as required.
- Apply the BP Operating Management System (OMS) to continuously improve the delivery of safe, responsible and reliable operations as relevant.
- Coordinate Used Oil Analysis process for distributors.
Essential Education Graduate educational background.
Essential experience and job requirements Minimum of 3 years of customer service/sales support experience.
Fluency in English.
Good understanding of Customer and Distributor Relationship Management
Experience of dealing with multiple stakeholders, internal and external
Operates with a strong process and performance focus.
Ability to consistently adapt approach and style to meet ever changing and urgent requirements
Good organizational and time management skills
Strong communication, self-confident and motivated
Intermediate-level computer skills (Microsoft Office), ERP experience an advantage
Other Requirements ( Travel, Location) NA
Desirable criteria & qualifications Arabic language skills preferred
ERP experience an advantage
Relocation available No
Travel required No
Is this a part time position? No
About BP Our business is the exploration, production, refining, trading and distribution of energy. This is what we do, and we do it on a truly global scale. BP operates with business activities and customers in more than 80 countries across six continents. Every day, we serve millions of customers around the world. We are continually looking for talented, committed and ambitious people to help us shape the face of energy for the future.
The Asia & Pacific Automotive Lubricants Region of the Lubricants SPU was formed on April 1, 2009 by the coming together of three erstwhile regions - Transcon (India, South & Middle East), ASPAC Growth and SEA-Pac to form one of the most exciting long term growth opportunities for the Lubricants SPU. The Region has a footprint in over 30 countries in the Asia and Pacific region.
The markets in the Region are complex with a mix of material market spaces, mature/developed countries as well as emerging and growing markets with diverse demographic profiles and economic status set in a cross-cultural milieu. In 2010, the A&P; Region achieved record breaking results of revenue in excess of US$2 billion and RCOP of approximately US$500 million. A&P; is now the largest OU in the Lubricants SPU. India, Vietnam, and Australia are the biggest markets in the A&P; Region.
The majority of our products are under the Castrol brand, however the BP brand is very strong in certain markets such as Vietnam and Thailand. Castrol is one of the leading automotive lubricants brands (in consumer awareness and brand health), which holds a strong market share position in most of the countries we operate.
This is an exciting place to build a career - as we are focused on building talent and honing skills to work in a diverse multicultural environment.
Segment Downstream
Closing Date 18-Jun-2017
Apply to Job
Responsible for execution of the order to cash cycle in an efficient, effective and customer responsive manner.
Deliver process accuracy and timely operation interventions to sustain and grow our customer satisfaction.
Provide direct support to the Sales Managers and Customer Service Manager.
Collaborate with local and regional counterparts/business functions.
Key accountabilities - Serve as customer advocate by understanding requirements, expectations and commitments.
- Provide quality customer service by prompt and courteous handling and resolution of customer queries and requests received.
- Acts as the process matter expert and liaison between the customers and business functions including Sales, Marketing, Supply Chain, Technical Support & Credit/Finance.
- Influence customers to place orders on-time and accurately to enable efficient operational delivery within standard production lead times.
- Communicate offers, order acknowledgements and order status updates to customer.
- Prepare and provide Pro Forma Invoices to support order placement and Mitigation Instrument process.
- Ensure orders are correctly entered in ERP system.
- Support timely dispatches by coordinating documentation and import requirements as well as proactively managing customer credit.
- Address and resolve a wide variety of ad-hoc issues that range from order requirements, invoicing errors, shipment priorities, freight forwarder delays, etc.
- Coordinate all operational credit and administrative tasks such as issuing statement of account, allocation of funds, and reconciliation of account.
- Support credit limit management by obtaining customer financials, coordinating and securing financial instruments, processing permanent/temporary limit requests and setting customer payment schedules within payment due period.
- Ensure payments are received on time and manage communication with customers and business functions.
- Promptly process customer claims, communicating completion and application both internally and externally. Ensure compliant with internal processes.
- Lead coordination of end-to-end Mitigation Instrument Process for Payment by supporting obtainment of
instrument, review of instrument, collating functional review, addressing discrepancies / amendments with internal and external stakeholders.
- Lead coordination of end-to-end Mitigation Instrument Process for Security; support obtainment of instrument; review of instrument, collation of functional review, addressing discrepancies / amendments with internal and external stakeholders
- Management of Trade Loan System Data (Loan data Entry/Approval) in JDE, PO creation rights.
- Coordinate dispatch of marketing and promotional materials with business functions and customer.
- Collect and collate secondary sales data and feedback as required by Marketing
- Manage introduction of new customers and changes to existing customers.
- Prepare and circulate reports, action and follow-up as required.
- Ensure adherence to the monthly, quarterly and year-end close complying with the deadlines and group standards.
- Coordinate Counterparty Due Diligence requirements for primary and secondary customers.
- Execute the Customer Information Change Implementation process for any applicable customer changes.
- For select countries, provide more in-depth support to Sales Manager including loan processing, participating in business performance reviews, marketing communications, reports/analysis.
- Collaborate closely with Sales Managers to achieve business specific objectives and goals.
- Point of Contact for Lubeconnect portal by providing initial support, ongoing training to distributors, communication regarding system enhancements; coordinate problem resolution and administrative updates.
- Ensure complaints of customers are logged on customer portal and contribute to prompt closure. Adhere to PICASSO procedures for any quality related complaint.
- Participate and contribute to business initiatives and projects as required.
- Apply the BP Operating Management System (OMS) to continuously improve the delivery of safe, responsible and reliable operations as relevant.
- Coordinate Used Oil Analysis process for distributors.
Essential Education Graduate educational background.
Essential experience and job requirements Minimum of 3 years of customer service/sales support experience.
Fluency in English.
Good understanding of Customer and Distributor Relationship Management
Experience of dealing with multiple stakeholders, internal and external
Operates with a strong process and performance focus.
Ability to consistently adapt approach and style to meet ever changing and urgent requirements
Good organizational and time management skills
Strong communication, self-confident and motivated
Intermediate-level computer skills (Microsoft Office), ERP experience an advantage
Other Requirements ( Travel, Location) NA
Desirable criteria & qualifications Arabic language skills preferred
ERP experience an advantage
Relocation available No
Travel required No
Is this a part time position? No
About BP Our business is the exploration, production, refining, trading and distribution of energy. This is what we do, and we do it on a truly global scale. BP operates with business activities and customers in more than 80 countries across six continents. Every day, we serve millions of customers around the world. We are continually looking for talented, committed and ambitious people to help us shape the face of energy for the future.
The Asia & Pacific Automotive Lubricants Region of the Lubricants SPU was formed on April 1, 2009 by the coming together of three erstwhile regions - Transcon (India, South & Middle East), ASPAC Growth and SEA-Pac to form one of the most exciting long term growth opportunities for the Lubricants SPU. The Region has a footprint in over 30 countries in the Asia and Pacific region.
The markets in the Region are complex with a mix of material market spaces, mature/developed countries as well as emerging and growing markets with diverse demographic profiles and economic status set in a cross-cultural milieu. In 2010, the A&P; Region achieved record breaking results of revenue in excess of US$2 billion and RCOP of approximately US$500 million. A&P; is now the largest OU in the Lubricants SPU. India, Vietnam, and Australia are the biggest markets in the A&P; Region.
The majority of our products are under the Castrol brand, however the BP brand is very strong in certain markets such as Vietnam and Thailand. Castrol is one of the leading automotive lubricants brands (in consumer awareness and brand health), which holds a strong market share position in most of the countries we operate.
This is an exciting place to build a career - as we are focused on building talent and honing skills to work in a diverse multicultural environment.
Segment Downstream
Closing Date 18-Jun-2017
Apply to Job