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Customer Service Specialist


Pudong New District, SH, CN, 200120

Req ID:  80910
Facility:  Shanghai-484
Department:  Customer Service O&P
Division:  Intermediates and Derivatives, Refining

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.

Roles & Responsibilities

  • 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/ credit team 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).
  • Record the operation data in to the “G” drive for checking and tracing when needed
  • Timely to report issues

Min. Qualifications

• University / college degree preferred or equivalent experience
• IT capabilities (SAP, MS Office)

Work Experience
• 10 years working experience, Minimum of 2 years in Customer Service or similar role with customer contact, or international trading.
Languages English, additional language preferred

Other 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.
• Knowledge in Order to Cash.
• Knowledge in international trading processes.
• Knowledge in handling banking documents.


Builds effective teams
Cultivates innovation
Customer focus
Demonstrates courage
Drives results
Ensures accountability
Instills trust and exemplifies integrity

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