Lubrizol Customer Experience Supervisor in Singapore, Singapore

Customer Experience Supervisor

PURPOSE:

  • Supervise Customer Experience Representatives who are responsible for order processing and invoicing, preparation of exports, shipping and letters of credit documentation.

  • Monitor team's performance against individual metrics and address areas of performance effectively

  • Be the focal point for a designated group of customers.

  • Responsible to ensure effective communication to the customer, to the commercial organization and between supporting departments.

RESPONSIBILITIES / ACCOUNTABILITIES:

Customer Orders:

  • Collect and process customer orders in the Lubrizol order management system (mostly SAP). Keep track of order status and communicate progress adequately to both internal and external customers.

  • Invoicing: control of product prices and increments and proactively co-ordinate the internal price records with the responsible pricing administrator

  • Comply with SOX requirements such as to ensure all goods shipped in a given month are invoiced in the same month

  • Coordinate transport orders towards Lubrizol selected supplier for road, air, ocean freight related shipments following established processes, policies and tools

  • Issuing of relevant documents to facilitate the physical transportation of goods : Transport orders, shipping invoice, other required documents upon Customer Queries:

  • Handle the coordination and response to all inquiries following established policies, processes and tools

  • Coordinate internal activities / initiatives associated with improving customer service level.

Customer Complaints:

  • Handle all customer complaints received directly from our customers or through other internal departments. The complaints will be for sales orders invoiced by Lubrizol and shall be handled within established expected response times and following established policies, processes and tools.

Commercial Samples:

  • Process requests for free of charge commercial product samples with appropriate approvals and following established policies, procedures and tools

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

Education:

  • Dipolmat or Bachelor degree Knowledge of international trade techniques

Experience:

  • 3 years of supervising experience in supply chain organizations with customer focus

Knowledge, Technical/Professional skill:

  • MS Office knowledge including Excel/Outlook

  • Knowledge of international trade techniques

  • Knowledge of SAP is an asset.

  • Problem Solving of supply matters

Language Skill:

  • Fluent in English

Job Segment: Manager, ERP, SAP, Supply, Management, Technology, Customer Service, Operations