Customer Services Representative

**About Lubrizol**
The Lubrizol Corporation, a Berkshire Hathaway company, is committed to enabling a sustainable future. Our unmatched science unlocks immense possibilities at the molecular level, driving sustainable and measurable results to help the world Move Cleaner, Create Smarter and Live Better. Our solutions are used by people every day, improving billions of lives around the world.

The Customer Service Representatives (CSR) day to day responsibilities will primarily focus on managing account specific purchase orders from order entry to invoice. This role contributes to Lubrizol’s overall success by ensuring that our customers find their overall business experience rewarding, cost effective, and reliable. The Customer Service Representative ensures complete customer satisfaction by effectively processing orders in SAP, providing timely communication with our customers, our internal partners (supply chain, credit, logistics, demand planning, sales, and marketing) as well as external partners (warehouses, carriers, C&F Agents etc.).

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**RESPONSIBILITIES**:

- **Order Processing**:

- Process customers' orders into "Fulfil order" SAP module and liaise with Warehouse Supervisor and/or Distribution Officer, Production & Inventory Planner, and other concerned parties in Lubrizol to fulfill orders.
- Ensures that order acknowledgments and invoices are generated timely, accurately, and are sent to the customer via their preferred mode of receipt
- Work with appointed contractor to ensure shipment is arranged in a timely manner.
- Prepare and distribute invoice and other documentation to customers, banks and concerned parties in a timely and accurate manner.
- Communicate the flow and timelines to customers.
- Manage the Export Booking through the appointed Forwarding Agents.
- Manage pre shipment Inspections as required.
- **Manage Customer Relationships**:

- Resolve any customer service-related problems, actual and potential, in a timely manner.
- Highlight any major change in customers' demands and sales trends to Production & Inventory Planner for inventory planning purpose.
- Coordinate and respond to inquiries or complaints received directly from our customers or through other internal departments and implement corrective actions
- Support a robust customer base (domestic and international) with positive traits including strong problem-solving skills, knowledge of SAP software, transportation, shipping
- Provides basic supply chain support to plants, warehouses, or other source points. Guidance may include access to customer procurement or logistics portals, SAP support, documentation assistance, and/or serving as a central contact point.
- **Shipping**
- Submit import documents to the relevant Agents for clearing.
- Monitor the vessel status and liaise with Clearing Agents and Transporters
- Any other adhoc duties
- **Order Process Control & Compliant**:
Process orders in accordance to established procedure and ensure we comply with SOX requirements.
- **Others**:

- Sales forecast reporting
- Month End monitoring
- Late shipment tracking reporting
- Third Party Supplier KPI
- Purchase Orders
- Any other ad-hoc duties assigned by Customer Service Supervisor/Managers

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

Diploma or above in International trading, logistics, supply chain management, business management, etc. is preferred;

**Experience**
- Applicants should have at minimum experience equivalent to 2 years on multinational company in order support, customer service or logistics function
- Experienced in the Import / Export trade, Letters of Credit and other approved foreign payment models.
- Applicants who have experience in chemical company and know SAP usage are a big plus.

**Knowledge, technical/professional skill**:

- Good analysis skills, be good at Microsoft Office Excel, Word, PowerPoint, Outlook etc.
- Have good knowledge on supply chain.

**Language Skill**:
Fluent in English (verbal and written)

**What does the ideal CSR look like?**
- Passion for customer service is a must.
- High attention to detail, organizational skills, time management and multi-tasking abilities are critical in this role.
- Strong work ethic, highly motivated and a quick learner. Takes pride in their work.
- Fully capable of working in a fast-paced environment, proactive and can handle stressful situations with ease.
- Champions change and can manage unexpected circumstances while quickly adapting to change
- Excellent communication skills, written and oral
- High level of comfort and ability to use a computer, adapts to technology and can quickly and accurately type

**Job Segment**:Logistics, Customer Service Representative, Supply Chain, SAP, ERP, Operations, Customer Service, Technology