Customer Experience Representative

About Lubrizol  
The Lubrizol Corporation, a Berkshire Hathaway company, is a specialty chemical company whose science delivers sustainable solutions to advance mobility, improve wellbeing and enhance modern life. Founded in 1928, Lubrizol owns and operates more than 100 manufacturing facilities, sales, and technical offices around the world and has about 8,000 employees. For more information, visit www.Lubrizol.com.

We value diversity in professional backgrounds and life experiences. By enabling a consistent, unbiased, and transparent recruitment process, Lubrizol seeks to create a positive experience for candidates so we can get to know them at their best. We recognize unique work and life situations and offer flexibility, ensuring our employees feel engaged and fulfilled in every aspect of life.   

Role:

The Customer Experience Representative processes customer sales orders, customer service complaints and sample orders. The CER liaises with account managers, planners, logistics, compliance and finance etc. to ensure that we deliver shipments and service with customers’ expectations. The CER ensures completing customer satisfaction by effectively order processing, timely communication, proactive problem resolution. The role contributes to the Company’s success by ensuring that our customers find doing business with Lubrizol rewarding and cost effective.

RESPONSIBILITIES / ACCOUNTABILITIES:

1. Order management

• Order placement, ensuring accuracy in order details, coordinate with other teams such as Logistics, Demand & Supply Planner, and other functions to ensure timely delivery. Distribute invoice and other documentation to customers, banks and concerned parties in a timely and accurate manner.
• Serve as a point of contact for customers, providing information about product availability, order status, and resolving any issues that may arise during the order fulfillment process.
• Process requests and deliveries for free of charge samples with appropriate approvals and following established policies, procedures and tools.

2. Manage customer relationship and engagement

• Act as advocates for customers within the supply chain. Gather feedback, identify areas for improvement, and relay valuable insights to the relevant departments to enhance overall customer satisfaction.
• Highlight any major changes in customers' demands and sales trends to Demand & Supply Planner for inventory planning purpose.
• Customer visit with valued supply chain solutions

3. Drive internal improvement

• Address customers' service-related complaints with all concerned parties, investigate the root cause, implement corrective and preventive actions.
• Regularly review and summarize complaint report, initiate projects and enhance operation excellence.
• Track customer service KPIs and metrics. Identify areas for optimization and improvement. Providing performance monitoring and reporting.
• Lead team projects assigned by Customer Experience supervisor/manager.

REQUIREMENTS (education, experience, competencies and specific job requirements):

1. Education：

Bachelor’s degree in international trading, logistics, supply chain management, business management is preferred.

2. Experience：

3 years minimum with MNC company in supply chain function

3. Main Core Competencies：

• Drive and Delivers Results in a collaborative way
• Problem solving and drive for improvement
• Communicates Effectively
• Experience in leading a small team or projects is preferred

4. Knowledge, technical/professional skill:

• MS Office knowledge including Excel/Outlook and PowerPoint etc.
• Good understanding on end-to-end supply chain
• Knowledge of international trade techniques
• Knowledge of SAP is preferred
• Project management experience is preferred

5. Language Skill:

• Fluent in English and Mandarin (Verbal and written)

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Ready for your next career step? Apply today and let's shape the future together! 

It’s an exciting time to be part of Lubrizol. Lubrizol is not staying put. We are continually learning and evolving. Our passion delivers our success — not only for Lubrizol but for those who count on us every day: our employees, customers and communities. 

We work with a relentless commitment to operate safely and responsibly, keeping safety, sustainability, ethics, and compliance at the forefront of everything we do. The well-being of our employees, customers and communities is paramount to our culture and in the way we approach our work.

As a diverse, global team, we work together to solve some of the world’s most pressing challenges. We impact everyday lives through science only Lubrizol can deliver, and we never stop pushing to do it better.

One of the founding principles of The Lubrizol Corporation more than 90 years ago was treating every employee with dignity and respect. That same commitment is only stronger today. 

More than that, we are committed to providing an environment where every employee can be the best they can be, no matter their race, color, religion, sex, national origin, sexual orientation, gender identity, disability, protected veteran status or any other characteristic.