Customer Service Specialist

This is LyondellBasell

As a leader in the global chemical industry creating solutions for everyday sustainable living. Through advanced technology and focused investments, we are enabling a circular and low carbon economy. Across all we do, we aim to unlock value for our customers, investors and society. As one of the world’s largest producers of polymers and a leader in polyolefin technologies, we develop, manufacture and market high-quality and innovative products for applications ranging from sustainable transportation and food safety to clean water and quality healthcare. For more information, please visit www.lyondellbasell.com or follow @LyondellBasell on LinkedIn.

This is the role

As Customer Support Specialist it’s your responsibility to deliver industry-leading customer service. This includes the accurate and timely execution of the order fulfillment process. You serve as the primary point of contact for all customer related issues beyond daily transactions. Responsibilities encompass order management, coordination of product availability, timely delivery, handling customer complaints, and overseeing invoicing and credit/debit notes. You will be the first communication line between customers and LYB APS, enabling effective problem-solving and fostering customer intimacy.

Furthermore you act as first-line support to resolve customer or business-related challenges in order management, leveraging a high level of knowledge regarding customers, products, manufacturing, and transportation. Depending on the product line and/or customer portfolio, the jobholder provides pricing support to Account Managers by preparing, sending, and archiving quotes in accordance with the pricing strategy. The role may also involve commercial responsibilities and driving excellence in key processes such as pricing, sales and operations planning, credit management, quality management, and customer relationship management. Additional duties, including handling 
export/import procedures, may apply depending on the customer base.

You will also participate in interdepartmental projects, serves as a Subject Matter Expert 
(SME), contributes to knowledge sharing, and supports the training of new customer service team members.

Responsibilities & Accountabilities:

• Deliver the highest quality service to domestic and export customers by responding to customer requests promptly and professionally, ensuring long-term value creation and increased customer satisfaction (measured through customer satisfaction surveys, complaint handling, sales volume, and on-time, in-full delivery performance).
• Act as the primary liaison with internal stakeholders (e.g., Planning, Sales, Credit, Logistics,  Business/Marketing) to serve customers effectively.
• Build the ability to support all business units within the group, becoming the go-to person for operational issues and contributing to overall customer satisfaction.
• Provide pricing process support to Account Managers by preparing, sending, and archiving quotes, ensuring alignment with the documented pricing strategy.
• Participate in cross-functional and interdepartmental projects.
• Introduce ideas and new processes within Customer Service. Address SAP issues, open and follow up on tickets, and proactively perform SAP test scenarios. Provide training, guidance, and functional expertise to assist and train colleagues as needed.
• Ensure compliance with governance standards and promote the company’s work ethic by adhering to all policies and procedures and actively modeling these values.
• Verify and maintain the accuracy of customer master data in SAP, collaborating with the Master Data team to ensure correct deliveries, invoicing, and communication.
• Coordinate and align objectives within the regional account team.
• Monitor and ensure timely resolution of customer claims.
• Maintain up-to-date information in CRM systems regarding account management.
• Take commercial responsibility, driving excellence in key business processes such as pricing, sales and operations planning, credit management, quality management, and customer relationship management.
• Engage proactively with customers through all available communication channels to identify and analyze their needs, developing commercial solutions to explore and drive growth opportunities in targeted applications

This is who you are

To be successful in this role you must recognize yourself in the following profile: 

You’re able to deliver excellent customer service by anticipating needs and recovering from service failures positively. You will build strong partnerships with colleagues, customers, suppliers, and stakeholders, fostering a collaborative environment. Achieving measurable results by executing strategic plans effectively is crucial. You are able to drive innovation through novel solutions and improvements, challenging the status quo. Growing capabilities by continuously learning and adapting to change is essential. You will promote inclusion by valuing and integrating diverse insights. Effective communication is vital, as you will communicate with clarity, empathy, and professionalism, resolving conflicts amicably and gaining trust quickly.

Candidates will be assessed on the following LYB competencies:

• Build Partnerships
• Deliver Results
• Drive Innovation
• Grow Capabilities
• Promote Inclusion

This is what you bring

• Bachelor’s & college degree in business, supply chain or equivalent experience
• Minimum of 2 years in Customer Service or a similar role with customer contact preferably in a multinational manufacturing organization.
  • Experience at a chemical company is considered a plus
• Experience in working within an ERP system, preferably SAP
• Understands the OTC (order to cash) process in detail and in particular the differences between the business units from forecast, order entry, planning, allocation, shipping up to billing and credit management
• Fluency in Spanish and English oral and written. 

This is what we offer

We offer an environment where we encourage personal and professional growth and where you will be rewarded for your performance and results. You will have the possibility to work with specialist on all fields to develop innovative solutions and to extend your national and international network. In addition, we offer you a competitive salary package. The Company's Global Remote Work Policy allows eligible employees the option to work up to three days a week from home. LyondellBasell is committed to advancing diversity, equity & inclusion (DEI) to ensure a positive experience for all employees.

Interested?

Please feel free to contact Manoe Koningstein (Talent Acquisition Consultant) at manoe.koningstein@ lyondellbasell.com for more details. Would you like to apply? Just send us your motivation and resume via the application button. Only applications through this application button will be taken into consideration.

The recruitment process consists of an initial phone screening and two business interviews before proceeding to a possible job offer. A background check will be part of the process.

LyondellBasell does not accept or retain unsolicited résumés or phone calls and/or respond to them or to any third party representing job seekers.

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