Customer Service Support

**About Lubrizol**

**Summary of the Role**:
To provide service and support with to Customers and Commercial Division with respect 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. The Customer Service Support (CSS) supports the Customer Experience Organization by entering customer orders and processing order change requests for Lubrizol global customer base. This role contributes to the Company’s success by ensuring that our customers find doing business with Lubrizol rewarding, cost effective, and reliable. The CSS ensures complete customer satisfaction by effectively processing orders in SAP, and in timely communication to internal customer experience representatives in Europe supporting Lubrizol’s Advanced Materials business units. Being an effective communicator both written and verbal and proactive in problem resolution is a must.

**Responsibilities / Accountabilities**:

- Receive purchase orders and enters the sales orders into SAP following the procedures in place within targeted timelines.
- To ensure that the order entry, shipping and billing information is accurate and correct for each order.
- To execute order changes as necessary and communicate these to the CER.
- Coordinate among internal & 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.
- 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, good 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 & internal customers informed on all the developments for smooth running of business.
- Receiving purchase orders from customers, processing sales orders into the system. 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
- Invoicing: Ensure all goods shipped in each month are invoiced in the same month (Subject to change)
- Process orders in time 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.
- The CSS will receive information regarding customer complaints and will enter the information into Lubrizol’s CRM system to initiate the investigation process. Once the investigation results have been completed by internal responsible parties, the CSS will be responsible for inputting that information into the complaint record.

**Education / Certification**:

- Bachelor’s Degree in Business or related field (Chemistry Degree is a plus).

**Experience and Skills**:

- 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 German, French, Dutch is 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 re