Customer Experience Representative

Overview

The Customer Experience Representative is the daily interface with our customers to ensure customer satisfaction and support business objectives and plans.

Key Responsibilities

• Order Management:
  • Process customer orders accurately and efficiently using the SAP.
  • Monitor order status and provide updates to customers promptly.
  • Coordinate with supply planner, demand planner and logistics teams to ensure timely delivery.
• Customer Management:
  • Serve as the primary point of contact for customer inquiries and concerns.
  • Provide exceptional customer service by addressing issues and resolving complaints in a timely manner.
  • Maintain strong relationships with customers through regular communication.
  • Lead customer meeting or discussion for issue resolution.
  • Handle the customer complaints and lead resolutions discussion to provide best corrective and preventive action plan to customer.
• Supply Coordination:
  • Monitor inventory levels and coordinate with the supply chain team to manage stock availability.
  • Assist in inventory planning and forecasting to meet customer demand.
  • Initiate or lead internal discussion for supply issue and propose effective proposal to mitigate the potential supply risk.
• Reporting and Data Analysis:
  • Prepare and maintain accurate records of customer orders, communications, and transactions.
  • Generate regular reports on order status, inventory levels, and customer feedback.
  • Use online tools (BOBJ, PBI) to analyze order trend or customers situation.   
• Process Improvement:
  • Identify opportunities for improving customer service processes and contribute to the development of best practices.
  • Collaborate with cross-functional teams to optimize supply chain operations process or cost-saving.

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

Education 

• Diploma or above in international trading, logistics, supply chain management, business management, etc. is preferred.

Experience 

• Applicants should have at minimum experience equivalent to 3 years on multinational company in order support, customer service or planning function
• Applicants who have experience in chemical company and know SAP usage are a big plus.

Knowledge, technical/professional skill:

•  Strong communication and interpersonal skills.
• Strong ownership for order and customer and process orientation.
• Good knowledge on supply chain, good collaboration for cross-function operation.
• Proficiency in ERP systems and Microsoft Office Suite.
• Excellent problem-solving abilities and attention to detail.
• Ability to work independently and good team-work ability. 
• Keen insight in issue analysis and continues process improvement mindset.

Language Skill: 

• Fluent in English (verbal and written)

Attributes:

• Customer-focused mindset with a commitment to delivering high-quality service.
• Ability to manage multiple priorities and work under pressure.
• Willing to learn new knowledge in a changing environment. 

Lubrizol: Imagined for Life. Enabled by Science. ™ Delivered by You. For nearly 100 years, The Lubrizol Corporation, a Berkshire Hathaway company, has been at the forefront of innovation to enhance everyday life, advance mobility, and make the modern world work better. Our specialty chemistry solutions—from engine oils, performance coatings, and skincare to medical devices and plumbing systems —are powered by the expertise, passion, and commitment of people like you. We tackle the world’s toughest challenges with science-based solutions, deeply understanding our customers to deliver innovative chemistry and differentiated value. Our inclusive culture, dedication to safety, and incredible global talent drive our success. Our solutions meet the evolving needs of the modern world—brought to life by science and, most importantly, delivered by you. Whether you're in the lab, on the production floor, or in the office, you'll be part of a team around the world that empowers you to think boldly, drive results, and contribute to solutions that shape a better, more sustainable future.  We win because of you. Let’s build the future together.