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Customer Assistance Representative

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Date: May 9, 2022

Location: Brecksville, OH, US, 44141

Company: Lubrizol Corporation

The Lubrizol Corporation, a Berkshire Hathaway company, is a market-driven global company serving customers in more than 100 countries. We own and operate manufacturing facilities in 17 countries, as well as sales and technical offices around the world. Through our global sales and manufacturing networks, we are able to deliver the products and services our customers need, where and when they need them.
 

Job Summary:

 

Customer Assistance Representatives are responsible for addressing customers concerns, issues or complaints for issues after the product has physically shipped from a Lubrizol facility. This role will focus on "Service after the Sale."

 

Responsibilities:

  • Will coordinate and respond to inquiries or complaints received directly from our customers or through other internal departments such as, Customer Service, GBU, Sales, Market Segment, Technology Transfer or Quality Assurance.  The complaints will be for shipments originating from a North American facility.
  • Will coordinate and response to inquiries (surveys, questionnaires or other requests for documentation) received from customers or through internal departments
  • Enter customer complaints and NTA’s into SAP CRM. Initial response to customers should take place within 24 hours, target ultimate complaint resolution metrics.
  • Coordinate the completion of requests concerning product quality, specification, and other technical matters, with other applicable groups (PSCD, EHS, Legal, HR, etc.) and provide a singular response to the customer.
  • Monitor CRM to ensure that items are entered timely and that both cause and corrective actions are documented adequately, and ultimate resolution are communicated clearly too all parties. Understanding the organization and working with cross functional departments is necessary to the complaint process.
  • Coordinate complaints and customer requests with the appropriate facility QA, manufacturing, or GBU Technical Contact.  Understanding the organization and working with cross functional departments is necessary to this process.
  • Document, investigate, and define corrective action and resolution for customer complaints such as damage, quantity discrepancies, documentation, shipping and handling, customer returns, order handling errors and any other issue that may occur after a product shipment.  Where possible, root cause should be identified and resolved to prevent recurrence of the same problem. Knowledge of systems and processes from beginning to end, and the ability to identify gaps is necessary; implementing solutions is a must.
  • Support the Customer Assistance Manager and/or Commercial/Sales Team to build customer relationships by accompanying Sales on customer visits or calls, report on customer complaints and overall supply chain performance.
  • Coordinate product returns and applicable SAP and accounting entries. Further, ensure all returns and debit/credit entries are properly authorized according to corporate and local polices along with Sarbanes Oxley compliance.
  • Produce reports from SAP and/or Business Warehouse, including analysis and interpretation of data.

 

Skills, Experience, and Qualifications

  • High school diploma or equivalent from an accredited school and/or Bachelor’s Degree in scientific discipline or chemical engineering
  • Extensive experience may be considered in lieu of a degree
  • Minimum of 3 years of experience in customer service or supply chain in a manufacturing environment or QA, QC, or corporate R&D laboratory environment
  • Working knowledge of SAP and Microsoft Office Suite
  • Strong interpersonal skills and the ability to work in a team environment
  • Ability to collaborate with internal and external business partners to find appropriate resolutions and efficiencies
  • Detail Oriented
  • Ability to effectively communicate in a positive and comprehensive manner
  • Able to multitask, prioritize, organize, and follow through
  • Able to take initiative displaying a “can do” attitude

 

CONSIDERED A PLUS:

  • MBA
  • SAP experience
  • Project Management experience
  • HS&E knowledge
  • ISO experience

While headquartered in the United States, Lubrizol is truly a global specialty chemical company.  We have a major presence in five global regions and do business in more than 100 countries. Our corporate culture ensures that Lubrizol is one company throughout the world, but you will find each region is a unique place to work, live and play.

 

Lubrizol is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to sex, race, color, national origin, citizenship, age, religion, marital status, military service, sexual orientation, genetic information, gender identity, or any other characteristic or trait protected by federal, state, or local law.


Nearest Major Market: Cleveland

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