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Customer Experience Representative

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Date: Sep 18, 2022

Location: Brecksville, OH, US, 44141

Company: Lubrizol Corporation

Lubrizol Advanced Materials is an essential ingredient in improving lives. Our innovative products enhance the shampoos, lotions and soaps you use; the medicine you take; the sports apparel and shoes you wear; the detergents that keep your whites whiter and your colors from fading; the medical devices that speed your recovery and enhance your comfort; the specialty coatings that make your wood furniture, floors and cabinets more durable, more beautiful and more sustainable; and the plumbing systems in your home that will never corrode, pit or scale.  With such a diverse portfolio, Lubrizol Advanced Materials offers unparalleled career growth opportunities for top-talent.  To learn more about each of our core businesses, click on the following links: Engineered PolymersPersonal CareHome CareLubrizol LifeSciencesPerformance Coatings, and Lubrizol CPVC Piping Systems.

 

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:

  • High school diploma or GED
  • Minimum of 2 years prior experience in domestic or export customer service in a manufacturing or related field
  • 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. CER skills can also transfer into a commercial role, such as a Sales Coordinator for a business team.

 

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

 

With multiple facilities in and around Cleveland, Ohio, Lubrizol is located in one of the largest economic regions in the United States.  Buzzing with business, culture, knowledge and entertainment, Northeast Ohio is a vibrant place for people of all ages and walks of life to live, learn, work and play.  This region offers a little bit of everything for everyone - ethnically-diverse communities, affordable housing, award-winning schools and universities, world-class healthcare, indoor waterparks and zoos, ski resorts, museums, halls of fame, one of the longest water-fronts in the country, and the most concentrated square mile of art, cultural, education and health institutions in the nation.  From making your heart race at Cedar Point, to attending a professional sporting event or biking or hiking through over the 100,000 acres of state parks, to catching a Broadway show at Playhouse Square - the second largest performing arts center in the country, you can make it happen right here in Cleveland, Ohio.

 

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.

 

Do You Need Assistance?

Please let us know if you need an accommodation to proceed with your application for a posted job, or with any other aspect of the interview or assessment process.  You can either call 440-943-4200 and ask for Talent Acquisition or send an email to talentacquisition@lubrizol.com. Please note that this phone line and email address are not to be used for checking on the status of an already submitted application and not to be used by third party recruiters.


Nearest Major Market: Cleveland

Job Segment: Logistics, Customer Service Representative, Supply Chain, Recruiting, Demand Planner, Operations, Customer Service, Human Resources