Customer Experience Representative

Customer Experience Representative (CER) – SEA

Position Summary

The Customer Experience Representative (CER) plays a critical role in delivering exceptional customer service, supply chain coordination, and business support across Southeast Asia (SEA). This position combines traditional customer experience responsibilities with strategic regional initiatives that support the future Customer Experience (CX) operating model and SEA business growth objectives.

The successful candidate will serve as a key account coordinator, regional quality complaint focal point, Polaris super user, and contributor to digital transformation initiatives. This role requires strong customer focus, supply chain knowledge, analytical capabilities, and the ability to collaborate effectively across functions and regions.

Key Responsibilities

1. Customer Experience & Order Management

• Manage customer orders and ensure accurate, timely order fulfillment.
• Coordinate with Supply Chain, Logistics, Manufacturing, Sales, and other internal stakeholders to meet customer expectations.
• Monitor order status and proactively communicate updates to customers.
• Resolve customer inquiries related to order processing, deliveries, product availability, and documentation.
• Maintain accurate customer and order information within company systems.
• Drive continuous improvement in customer experience processes and service delivery.

2. Key Account Management & Supply Chain Optimization

• Lead Customer Experience support for designated SEA Key Accounts.
• Coordinate end-to-end supply chain activities to ensure service excellence and business continuity.
• Work closely with Sales, Supply Chain, and customers to optimize inventory, demand planning, and order fulfillment processes.
• Support strategic growth initiatives for key markets, including Indonesia, Vietnam, and Thailand within the HGR business.
• Develop strong customer relationships and act as a trusted operational partner for key accounts.

3. Regional Quality System (QS) Complaint Management Coordinator

• Serve as the focal point for Quality System (QS) complaint management across SEA, Korea, and Australia.
• Coordinate and monitor all customer quality complaints to ensure timely investigation and resolution.
• Maintain a consolidated regional overview of complaint activities and status.
• Analyze complaint trends, identify root causes, and recommend corrective actions.
• Drive consistent KPI monitoring, reporting, and follow-up on action plans with relevant stakeholders.
• Ensure all complaints are accurately documented and maintained within Lubrizol's CRM system.
• Promote standardization and best practices in complaint management across the region.

4. Polaris Super User & Subject Matter Expert (SME)

• Develop expertise as the SEA Polaris Super User and Subject Matter Expert.
• Act as the regional focal point for Polaris implementation, testing, training, and go-live support activities.
• Provide first-level support for Polaris-related inquiries within the Customer Experience team.
• Collaborate with global project teams to communicate SEA-specific requirements, business needs, and user feedback.
• Support adoption and continuous improvement of system capabilities across the region.

5. E-Commerce & Digital Transformation Support

• Support regional digitization and standardization initiatives for order management processes.
• Assist with the implementation and adoption of digital order management tools across Asia Pacific.
• Identify opportunities to streamline, automate, and improve order entry and customer service processes.
• Participate in continuous improvement projects to enhance operational efficiency and customer experience.
• Support change management and user adoption activities for new digital solutions.

Key Competencies

• Customer Focus
• Supply Chain & Order Management Knowledge
• Communication & Stakeholder Management
• Problem Solving & Analytical Skills
• Process Improvement Mindset
• Attention to Detail
• Project Coordination
• Team Collaboration
• Adaptability & Change Management
• Continuous Learning Orientation

Qualifications & Experience

Education

• Diploma qualification or equivalent.

Experience

• Minimum 5 years of experience in a customer-focused supply chain, customer service, logistics, or order management environment.
• Experience managing customer relationships and resolving operational issues.
• Exposure to regional or multinational business environments is advantageous.

Technical Skills

• Proficient in Microsoft Office applications, particularly Excel and Outlook.
• Knowledge of international trade and export/import processes.
• SAP knowledge is an advantage.
• Experience with CRM and digital order management systems is preferred.

Language Requirements

• Fluent in written and spoken English.