Customer Experience Representative

**About Lubrizol**

**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 & 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 GBU's 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 & 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 customs clearance process, make good coordination between internal and external stakeholders for shipment clearance activities, have a good understanding of import/export processes, documentation and compliance requirements, maintain documents as per compliance. Activities include:

- To lead on import/Export shipment clearance activity
- To be a focal point of contact for various stakeholders to execute the process in an efficient manner
- To generate and provide various documents required as and when necessary
- To ensure legal and customs compliance of entire process and documentation
- To remain updated on various compliance requirement for import/export
- To lead and resolve various issues/problems which may arise in clearance of shipments.
- To be a point of contact for facing any internal/external audit in this regard

**Management Reporting**
- Regular review of Open order report with commercial team
- Report monthly sales report to all stake holders
- Report customer complaint and its closure report

**Requirements (education, experience, competencies and specific job requirements)**:
**Education / Certification**:

- Graduate Degree from reputed University / Institution (Science - Chemistry Degree is preferred)
- Minimum 10 to 12 years of experience in core supply chain function
- Formal learning/degree/certificate course in Supply chain Management/Material management/Import export

**Experience and Skills**:

- Experience in handling Supply chain activities including customer service, Import/export clearance etc.
- Knowledge and experience of working on E-Commerce platform.
- Working knowledge of SAP
- Good written and verbal communication skills.

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 cou