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Customer Experience Representative

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Date: Jan 21, 2018

Location: Brussels, Belgium, BE, 1160

Company: Lubrizol Corporation

Lubrizol, a Berkshire Hathaway company, is a global market-driven company that combines complex, specialty chemicals to optimize the quality, performance and value of customers' products while reducing their environmental impact. Lubrizol produces and supplies technologies to customers in the global transportation, industrial and consumer markets. These technologies include lubricant additives for engine oils, driveline and other transportation-related fluids, industrial lubricants, and additives for gasoline and diesel fuel. In addition, Lubrizol makes ingredients and additives for home care and personal care products and pharmaceuticals, and specialty materials, including plastics technology and performance coatings in the form of resins and additives. 

 

Purpose

To ensure order processing for a particular group of customers and/or for a defined geographic area for a specific business market whilst preserving the Company's commercial standing and quality of Service.

To ensure the daily transport ordering and all related activities, acting as the interface between Production Planning, Suppliers and others where applicable for Lubrizol.

To handle customer complaints by opening, investigating, and resolving complaints and providing all necessary communication associated with this effort.

To ensure processing of commercial product sampling and to manage inventory levels at designated sample centre’s to meet customer service levels in accordance with the requirements of the respective GBU’s.

 

Main tasks include but are not limited to

  • Receiving, processing sales orders into the system. Give necessary feedback on the progress to both internal and external customers.
  • Keep track of and when necessary expedite orders through the supply chain
  • Invoicing: control of product prices and increments and proactively  co-ordinate the internal price records with the responsible pricing administrator
  • Ensure all goods shipped in a given month are invoiced in the same month
  • Daily planning, organisation & communication of  transport orders towards LZ selected supplier for road, air, ocean freight related shipments using SAP and it’s tools
  • Issuing of relevant documents to facilitate the physical transportation of goods : Transport orders, shipping invoice, other required documents upon request
  • Daily monitoring and follow up on all road freight orders with the LZ selected suppliers, loading locations and customers and ensure proper communication.
  • Handle the coordination and response to all inquiries or complaints received directly from our customers or through other internal departments. The complaints will be for sales orders invoiced by Lubrizol
  • Enter customer complaints into SAP's CRM Complaint System. Monitor Complaints to ensure that items are entered timely and that a root cause and corrective action are documented adequately and ultimately resolution is agreed and communicated clearly with all parties.
  • Oversee the supply chain planning for designated sample centers to determine the appropriate inventory levels using planning tools and input from business partners.
  • Monitor SAP system for unconfirmed sample orders and communicate availability timelines. Enter stock transport orders for samples and direct receipt of inbound goods.

 

Requirements

  • Bachelor degree in logistics or international trade, or previous experience in supply chain organizations with customer focus
  • Knowledge of international trade techniques and regulations (ex: Incoterms)
  • Computer Literate
  • Fluent in English and at least one other European language in addition to mother tongue.
  • Knowledge of SAP is an asset.
  • Export experience (Knowledge of international trade techniques and regulations) is an asset.

 

Job-specific behavioural competencies

  • Focus on customers
  • Collaboration (Teamwork)
  • Results orientation
  • Planning and Execution
  • Analysis
  • Open communication

 

Lubrizol is present in the Brussels area with two locations and a total of about 100 employees: the Corporate office in Brussels city supports the business with services such as Finance, IT, Procurement, Customer Service, and HR. Louvain-la-Neuve, 25 km east of Brussels hosts an R & D facility of Lubrizol Advanced Materials Personal and Home Care business, where dedicated teams work on innovative applications and Provide technical services for our customers. Brussels is a multicultural center at the heart of Europe, close to all European locations and easily accessible, it has a rich history and many beautiful parks and walks. Lubrizol Brussels is a true reflection of this multicultural environment, with more than 10 nationalities amongst our employees.


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