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Customer Experience Representative

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Date: Aug 10, 2018

Location: Mumbai, India, IN, 400079

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: Estane® Engineered PolymersPersonal CareHome CareLubrizol LifeSciencesPerformance Coatings, and Lubrizol CPVC Piping Systems.



Job Title:                     Customer Experience Representative, South Asia

Location:                     Vikhroli (West), Mumbai


Summary of Responsibilities

To provide service and support to Customers and Commercial Division and be a link between Internal and external customers.  .


Essential Job Functions  



To execute this area of responsibility, the role is expected to coordinate among internal & external counterparts  to provide quality service to customers.  Some  activities and areas where the incumbent needs to contribute:

  • Lead on all issues around service quality of products shipped from a Lubrizol facility in the assigned region. They will coordinate and facilitate communication between the different global business units and provide a singular response to the customer.
  • Providing efficient response to Customer orders, enquiries, problems to ensure complete Customer Satisfaction
  • Creating and maintaining customer, sales, and other departmental links to promote co-operation, good communication and good customer service
  • Support proactively Commercial Division  and customers in a consistent manner
  • Inform the manager of problems which could have impacts on the department or on Customers
  • Keep external & internal customers informed on all the developments for smooth running of business


Order Processing

To execute this area of responsibility, the role is expected capture order data from customer service employees or from customers directly, stores the data in a central database and sends order information to the relevant departments, Some  activities and areas where the incumbent needs to contribute:

  • Receiving purchase orders from customers, processing local sales orders into the system.  For import orders inform global counter parts as per sourcing locaiton. Give necessary feedback on the progress to both internal and external customers.Keep track of and when necessary expedite orders through the supply chain. 
  • Sending samples to customers as per request from commerical team
  • Co-ordintae with the commerical team to maintain the inventory and work with plant /sample warehouse team to ensure timely delivery.
  • 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 (Subject to change)
  • Working together with credit control to ensure timely collection of accounts receivable
  • Coordinate service providers activities
  • Manage  non standard orders, for example replenishment of consignment stock orders ensuring monthly invoicing as per procedure      
  • In Order to process orders in time to satisfy customers and build creditibility.



To execute this area of responsibility, the role is expected to maintain  official information or evidence or that serves as a record.Some  activities and areas where the incumbent needs to contribute:

  • Create and keep Customer/specific documentation and job aids up to date
  • Create, check and send commercial documents (inspection documents, certificate of origin, packing lists, certificate of analysis)
  • Analyse Letter of credit terms and coordinate documentation as required                   
  • In order to keep the written proof for any kind of exigency happened.



Customer Support (Handling Complaints)

To execute this area of responsibility, the role is expected to ensure customer satisfaction with a product or service. Some  activities and areas where the incumbent needs to contribute:


  • Document, investigate, and define corrective action and resolution for customer complaints primarily for quality of service concerns. 
  • Manage customer’s quality and service complaints (logistics), provide corrective actions and arrange financial compensation further to quality of service issues in coordination with the transport services and commercial groups.
  • Contribute to the implementation of a global complaint management strategy for Lubrizol


    Skills, Qualifications, Experience, Special Physical Requirements:

  • Minimum B.Sc. (Chemistry) from reputed University
  • Minimum 3 years of experience in relevant field
  • Working knowledge of SAP
  • Previous experience working in a similar role.
  • Good written and verbal communication skills.


  • Customer Focus
  • Build Relationships
  • Open Communication
  • Drive for Result
  • Planning



About Us : Lubrizol Advanced Materials India Private Limited (LZAM) is part of The Lubrizol Corporation a Berkshire Hathaway company, an innovative specialty chemical company that produces and supplies technologies to customers in the global transportation, industrial and consumer markets.

LZAM South Asia is having diverse business segments and plants in India and is responsible for business development of ingredients and additives for personal care products and pharmaceuticals; specialty materials, including plastics technology and performance coatings in the form of specialty resins and additives. Lubrizol’s industry-leading technologies in additives, ingredients and compounds enhance the quality, performance and value of customers’ products, while reducing their environmental impact.

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