Lza Samples Customer Support

**About Lubrizol**

**PURPOSE**:

- Serve as the primary contact and focal point for a designated group of customers in managing commercial samples.
- Ensure effective communication to the customer, commercial organization, and supporting departments.

**RESPONSIBILITIES / ACCOUNTABILITIES**:

- Commercial Samples Processing:

- Process requests for free of charge commercial product samples in accordance with established policies, procedures, and tools.
- Obtain appropriate approvals for sample requests.
- Follow internal guidelines to ensure accurate documentation and tracking of sample requests.
- Coordinate with relevant departments to ensure timely delivery of samples to customers.
- Proactively follow up with customers to gather feedback on samples and address any concerns or issues.
- Customer Inquiries and Issue Resolution:

- Handle incoming customer inquiries, complaints, and issues related to commercial samples.
- Provide product information, technical support, and guidance to customers as needed.
- Provide prompt and accurate responses to customer queries, striving to exceed customer expectations.
- Escalate complex or unresolved issues to the appropriate internal teams or supervisors for resolution.
- Follow up with customers to ensure satisfactory resolution of their concerns.
- Documentation and Reporting:

- Maintain accurate and up-to-date records of customer interactions, sample requests, and issue resolutions in the CRM system.
- Prepare regular reports on sample feedback, trends, and issues for management review.
- Collaboration and Teamwork:

- Collaborate closely with cross-functional teams, including sales, marketing, logistics, and technical support, to ensure a seamless customer experience.
- Participate in team meetings, training sessions, and other collaborative activities to enhance knowledge and skills.

**REQUIREMENTS (education, experience, competencies and specific job requirements)**:

- Minimum of 3 years customer service experience in a manufacturing or business environment.
- Experience in handling Supply chain activities including customer service, planning, Import/export clearance etc.
- Knowledge and experience of working on E-Commerce platform.
- Basic understanding of transportation and global incoterms and ship modes.
- Accurate and precise with attention to details.
- Working knowledge of SAP.
- Export experience is a plus.
- Good written and verbal communication skills.
- Must be fluent in English verbal and written communications.
- Ability to read and write Chinese, Japanese a plus.

It’s an exciting time to be part of Lubrizol. Lubrizol is not staying put. We are continually learning and evolving. Our passion delivers our success — not only for Lubrizol but for those who count on us every day: our employees, customers and communities.

We work with a relentless commitment to operate safely and responsibly, keeping safety, sustainability, ethics, and compliance at the forefront of everything we do. The well-being of our employees, customers and communities is paramount to our culture and in the way we approach our work.

As a diverse, global team, we work together to solve some of the world’s most pressing challenges. We impact everyday lives through science only Lubrizol can deliver, and we never stop pushing to do it better.

One of the founding principles of The Lubrizol Corporation more than 90 years ago was treating every employee with dignity and respect. That same commitment is only stronger today.

More than that, we are committed to providing an environment where every employee can be the best they can be, no matter their ethnic origin, religion, sex, national origin, sexual orientation, gender identity, disability or any other characteristic.

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