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Customer Experience Representative

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Date: Jun 26, 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.
 

Position Overview:

 

The Customer Experience Representatives (CER) day to day responsibilities will primarily focus on managing account specific purchase orders from order entry to invoice.  This role contributes to the Lubrizol’s overall success by ensuring that our customers find their overall business experience rewarding, cost effective, and reliable.  The Customer Experience 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).  This is a hybrid position that will be based out of our Brecksville, Ohio location.

 

Essential Job Functions

  • Receives purchase orders and enters sales orders into SAP software, ensuring order entry, shipping and billing information is accurate for each order.
  • Ensures that order acknowledgments and invoices are generated timely, accurately, and are sent to the customer via their preferred mode of receipt.
  • 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.
  • Good working relationships with business partners and co-workers are essential to success.  Key characteristics for success are being detail oriented, accurate, dependable, and organized.  Must be able to work in a team environment.
  • Identify opportunities for continuous process improvement within the fulfill order process.
  • Intermittently serve as a trainer under the supervision of the Supervisor/Manager.  This role will strengthen the group by sharing best practices, knowledge, and experience with others.
  • Support a robust customer base (domestic and international) with positive traits including strong problem-solving skills, knowledge of SAP software, transportation, shipping, and strong interpersonal skills.

 

SKILLS AND REQUIREMENTS

  • Strong interpersonal and communication skills 
  • Ability to work in a team environment 
  • Attention to detail and the ability to prioritize, organize and follow through 
  • Ability to investigate, summarize, offer creative solutions, take initiative, and work independently of supervision 
  • Basic understanding of transportation and global incoterms and ship moves
  • A passion for delivering superior service through execution and communication 
  • Proactive recognition of, and diligence in, minimizing risk to Lubrizol from cybersecurity threats 
  • Strong working knowledge of personal computers, Microsoft Office software programs and TEAMS.
  • Excellent organizational and problem-solving skills. 

 

 CONSIDERED A PLUS:

  • Degree in Business, Communications, Supply Chain, or related fields 
  • Working knowledge of SAP

 

 

What does the ideal CER 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

 

What are some growth opportunities for someone in this role?

Many of our CER’s have a strong passion for what they do and chose to remain in this role. Others will take on additional responsibilities such as being an SAP Super User, a Team Lead or will volunteer to assist on various company projects or organizations. Some CER’s will grow into a supervisor role, while others may choose to move to other Supply Chain roles such as planning, logistics or procurement.

 

Is Customer Experience the same as Customer Service?

Yes, this is a customer service role. We are called customer experience because it our job to provide our customers with an excellent experience when working with us.

 

What does your hybrid program look like?

Lubrizol understands the need to balance our busy work and life schedules. CER’s will work from our beautiful Brecksville, OH campus 3 days a week and can work remote 2 days a week. When working remote, CER’s will still have access to all the same programs and features they would have in the office and can also take calls remote as well.   

 

#LI-Hybrid 

#LI-CM2

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.


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