Job Profile Summary:

The role is to support 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 Order - to - Cash (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 extensively collaborate with all internal stakeholders teams such as Sales, Supply Chain, Credit, Finance and mostly important, the customers.

Key Accountability

• Perform all the relevant order processing, order management, including order acknowledgement and order confirmation for the customer using available tools/systems
• 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
• Responsible for the customer set-up in the relevant systems in line with the customer onboarding process
• Ensure all customer master data is up-to-date, including regular review and performing data quality checks (for example: customer classification, customer contact information)
• 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

• Minimum University Degree or equivalent
• Experience & Job requirement
• UAE Visa resident holder (required)
• Minimum 3 years channel/ B2B experience
• Operates with strong process and performance focus that is supported with effective customer relationship management and process matter capabilities
• Ability to consistently adapt approach and style to meet ever changing and urgent requirement.
• Previous Customer Service experience, exposure to sales or related customer services activities
• Demonstrated business understanding and awareness of internal and external customer need

Skill & Competencies

Skills:

• Enthusiastic & resourceful individual, performance driven
• SAP/JDE/KERIS skills (proven) – advanced level of knowledge and application
• Computer Literacy: Microsoft Office tools ( intermediate to advance)
• Excellent interpersonal skills
• Customer Service & Business Knowledge

Competencies:

• Internal functional navigation in service of the customer - Skillful
• Delivers an effortless customer experience - Skillful
• Using operational tools to improve customer experience - skillful
• Customer promise execution - skillful
• Systems knowledge ( ERP/MS Office/Salesforce) - Advanced

Entity: Customers & Products
Job Family Group: Business Support Group
Relocation available: No
Travel required: No
Time Type: Full time
Experience Level: Entry
Country: United Arab Emirates

About BP

CUSTOMER AND PRODUCTS

We’re gearing up for the future. At bp our goal for C&P is to deliver the future of mobility, energy and services for our customers by innovating with new business models and service platforms.

C&P will become a hub, housing our midstream, lubricants, aviation, sale of chemicals, mobility and ‎convenience, marketing and our next-generation businesses, making it a highly integrated and ‎interconnected organisation. And with safety being our core value, our commitment to safe and reliable operations will never change.

Want to join the team? This means:

• being customer-centric, agile and responsive to changing customer needs and dynamic markets
• focusing on growth and development of customer offers
• optimising the chemicals and fuels value chains to maximise integrated value
• contributing to the reduction of carbon intensity of the products we create, and sell, by 50% by 2050 or sooner
• creating strategic partnerships that drive long-term value for C&P
• being digitally enabled and empowered by customer insights and data to deliver solutions.

Additional Requirements

• Excellent interpersonal skills
• SAP/JDE/KERIS