Customer Service Specialist

Basic Function

The purpose of the job is to provide professional, efficient and timely customer service to customers, customer management team, suppliers and other stakeholders for the complete order-to-cash process

RESPONSIBILITIES AND ACCOUNTABILITIES

• Deliver highest quality service to customers in Asia by handling customer requests in a timely and professional manner 
• Responsible and accountable for the resolution of order-to-cash process problems and effective communication to all involved parties
• Respects all policies and procedures and proactively “lives” them.
• Participate in Internal and external audits. 
• Capable to serve strategic and important customers i.e. global accounts or distribution
• Check accuracy of Customer  Master Data in  the SAP system in liaison with Master Data Focal point
• Handles and resolves customer complaints in a tactful and professional manner to ensure customer satisfaction consistent with LyondellBasell’s guidelines.
• Monitors payments and, where necessary, supports Finance with the calculation of rebates. Requests credit and debit notes for price corrections.
• Ensures mutual exchange of information between customers, sales and other internal departments (incoming orders, lost orders, outstanding payments, complaints, and special incidents).

PERSON SPECIFICATION

Min. Requirement:

Education:

University / college degree preferred or equivalent experience

IT capabilities (SAP, MS Office)

Work Experience:

Minimum of 2 years in Customer Service or similar role with customer contact

Preferred requirement:

A) Leadership Competencies

• Teamwork Attitude – willing to strive together in order to realize solutions in a challenging team setting, looking for common interest, aspires to reach answers to problems and solutions in the interest of the company 
• Communication -  Communicates messages in a clear way that does not leave room for ambiguous interpretation
• Priority Setting – Spends his/her time and the time of others on what's important; quickly zeros in on the critical few and puts the trivial many aside; can quickly sense what will help or hinder accomplishing a goal; eliminates roadblocks; creates focus.

B) Functional Competencies

• Customer Focus – Anticipates and acts with the customer in mind; is dedicated to meeting and/or exceeding the expectations and requirements of the customer to deliver exceptional value; establishes and maintains effective relationships with customers and continually seeks feedback and information to improve products and services.
• Drive for Results – Steadfastly pushes self and others for results; works with passion and a sense of urgency; seeks opportunities to improve results and processes in a proactive manner; contributes to the goals and profitability of the company. KPI
• Interpersonal Capability – Builds appropriate rapport with others; is comfortable receiving coaching and feedback from others; builds constructive and effective relationships; uses diplomacy and tact; diffuses even high-tension situations comfortably; encourages cooperation and collaboration; is candid with others; solves problems with others with a minimum of noise.
• Order to Cash’process – Understands the process in general and in particular the differences between the business units from forecast, order entry, planning, allocation, shipping up to billing.
• Quality Management – Good knowledge of the Quality Management Systems and the Quality Notification process. Handles, resolves and monitors customer complaints in a tactful and professional manner.
• Problem Solving  – Ability to analyze  problems and detect root causes. Implements and monitors tools and measures to resolve the problems

Skills:

• Good understanding of LyondellBasell’s business processes and operational procedures.
• Sound knowledge of shipping and logistics to achieve results in an efficient and cost-effective manner.
• Possesses basic, up-to-date knowledge of LyondellBasell’s products and services.

Languages:

• English
• One or more other Asian language depending on the customers

Competencies