Entity:
Finance
Job Family Group:
Business Support Group
Job Description:
Our purpose is to deliver energy to the world, today and tomorrow. For over 100 years, bp has focused on discovering, developing, and producing oil and gas in the nations where we operate. We are one of the few companies globally that can provide governments and customers with an integrated energy offering. Delivering our strategy sustainably is fundamental to achieving our ambition to be a net zero company by 2050 or sooner.
It's an exciting time to join bp. Meeting the energy challenge requires many different approaches and solutions. And as part of Finance Business & Technology (FBT), you’ll be fully connected into the world of bp. You’ll play an increasingly important part within a network of like-minded colleagues partnering on strategic projects that stretch across the globe. And it starts with you. There’s a world of opportunities to build new skills, challenge yourself and grow a long-term career at bp. And no matter where you work, your role will have meaning, purpose and impact. So if you want to be part of a caring, supportive environment where you can realize your full potential, we’re with you.
Join our Team and advance your career as a Customer Service Representative (German )
(local grade – please always ensure that it can be seen on internal adverts)
The Regional Key Account Management - Customer Service Representative (RKAM CSR) role exists to provide first and second line of customer support to telephone and written enquiries of Regional, Global and Strategic Accounts on B2B level for First Fill and also in the aftersales business (OEM) in accordance with agreed service levels. The position will ensure all customer facing queries are answered with the required speed, accuracy and with the maximum level of customer satisfaction.
RKAM CSRs are required to have a deep understanding of all Customer Service processes to enable a high percentage of first contact resolution and will continually manage customer expectations through various contact channels. The RKAM CSRs are responsible to ensure smooth deliveries to the customer’s production when the engines are filled at the first time with BP lubricants. This also includes taking into consideration the different cost elements i.e. long term forecast and supporting the accurate demand planning process. RKAM CSRs are the first point of contact for BP telephone based enquiries for Regional, Global and Strategic Accounts (buyers, planners, procurement, delivery locations) and also for internal participants (Global Account Managers, Supply Chain, Finance, OpEx, Business Integrators, Demand, Customer Credit and Tax).
In this role You will:
- Complete day to day customer service related operational tasks to proactively ensure that customer hold necessary stock for managing their production/operation smoothly, the delivery happens in time and meets customer expectations and it is consistent with set process performance indicators, applicable service level agreements and the customer service functions core values.
- Leverage deep understanding of specific Regional, Global and Strategic Accounts, processes / systems and act as a customer concern point of contact for any verbal or written form of enquiries from external customers and consumers and internal customers from the BP Business and third parties. These customers are strategic global/regional accounts, e.g. factories, warehouses or service providers which use BP products for their production or to any of their critical production-, service- or in their supply chain.
- Interact with customers in a professional, friendly and efficient manner and bring up concerns about meeting service levels or deadlines.
- Resolve Regional Key Account Managements issues (working with other teams as appropriate):
- Take ownership and resolve brought up telephone and written customer issues.
- Proactivly monitors, controls the Regional, Global and Strategic Accounts and investigates any potential issue to ensure operational excellense
- Raise activities that are not actioned by assignee
- Provide customer service via the internet, customer’s portal, web-portal, RSM, EDI phone, fax and email to support activities including:
- Account set-up, allocation and delivery issues
- Order processing and order fulfilment
- Sales order tracking
- Resolve technical queries, issues with e-ordering (web portal, customer’s portal, EDI)
- Monitor supply outages and react accordingly for incoming and existing orders
- Complaint resolution, identification and management of complaint root causes
- Support the implementation Quality Management Standards included OMS and 8D reports
- Contributition to the internal – and external (customer) audits
- Partcipate in the LBM Process (Lubes Business Management), sales planning and annual budget forecast
- Understand, track and apply in the daily work the customer specific requirements (CSR)
- Ensure right customer master data with the responsible O2C teams and with Accenture
- Effective cash collection and monitoring of customers’ account
- Support attending customer’s tenders with preparing all supporting materials
- Dealing with customers’ accounts and active contributon to keep these fully reconciled (work closley with internal O2C teams and with Accenture)
- Transactional Pricing with applying various pricing models (COGS+, Index based pricing, Castrol Waterfall)
- Log, assign and track progress of queries and customer requests from receipt to completion ensuring data is accurately entered and maintained in all customer service and data collection systems.
- Support FBT activities through immediate triage, partner concern (high risk customer issues - financial, legal, reputation), resolution or logging and forwarding of customer inquiries / issues.
- Service Management & Continuous Improvement
- Manage and maintain customer expectations, referencing pre-established service level agreements where applicable.
- Make recommendations on existing knowledge base documents and identify knowledge gaps.
- Build and maintain strong relationships with both the customer and internal business partners through the provision of timely, accurate and high quality service.
- Highlight process gaps and inefficiencies; proactively seek solutions to increase productivity and / or level of service provided.
- Perform user acceptance testing in service centre technology and ERP systems to help ensure effective enhancement execution
What You will need to be successful:
- Bachelors degree or equivalent
- experience of minimum 36 months in customer services, in a telephone environment and/or Business Service Center environment is requirement
- Experience with Key Account Management is an advantage
- Must demonstrate a excellence understanding of customers’ needs / behaviours and also customer specific requriements
- Excellent written/oral communication skills and ability to build effective working relationships
- Strong understanding of end to end order to cash process included customer specific requirements
- Strong time management, organisation and solving skills
- Highly motivated, self-reliant and proactive attitude
- Experience using SAP and/or Salesforce and MS Office application
- Senior customer management skills
At bp, we provide the following environment & benefits to you:
- Different bonus opportunities based on performance, wide range of cafeteria elements
- Life & health insurance, medical care package
- Hybrid working arrangement aligned with team arrangements and business needs
- Opportunity to build up long term career path and develop your skills with wide range of learning options
- Celebrate in bp’s success. You may be eligible to join bp’s Global ShareMatch plan. This non-contractual benefit lets employees buy bp shares and receive matching shares, in line with plan rules
- Family friendly workplace e.g.: Extended parental leave, Mother-baby room
- Employees’ wellbeing programs e.g.: Employee Assistance Program, Company Recognition Program
- Possibility to join our social communities and networks
- Chill-out and collaboration spaces in our beautiful Budapest Agora and Szeged offices e.g.: Play Zones, Office massage, Sport and music equipment
bp Hungary won the Most Attractive Employer 2024 Award (SSC / BSC sector) fourth time in a row at PwC's annual employer research. Come and join us!
At bp, we support our people to learn and grow in a diverse and ambitious environment. We believe that our team is strengthened by diversity. We are committed to fostering an inclusive environment in which everyone is respected and treated fairly. There are many aspects of our employees’ lives that are meaningful, so we offer benefits to enable your work to fit with your life.
Disclaimer: Please note that, according to Hungarian law (2012/I. 113. §), mothers or single parents caring for a child under three years of age cannot be employed in night shift positions.
Travel Requirement
No travel is expected with this role
Relocation Assistance:
This role is not eligible for relocation
Remote Type:
This position is a hybrid of office/remote working
Skills:
Agility core practices, Analytical Thinking, Business process improvement, Commercial Acumen, Communication, Conflict Management, Creativity and Innovation, Customer centric thinking, Customer enquiries, Customer experience, Customer Service, Customer Support, Customer Value Proposition, Digital Fluency, Resilience, Self-Awareness, Sustainability awareness and action, Understanding Emotions, Workload Prioritization
Legal Disclaimer:
We are an equal opportunity employer. We do not discriminate on the basis of protected characteristics like race, religion, color, sex, national origin, sexual orientation, veteran status or disability status. Individuals with an accessibility need may request an adjustment/accommodation related to bp’s recruiting process (e.g., accessing the job application, completing required assessments, participating in telephone screenings or interviews, etc.). If you would like to request an adjustment/accommodation related to the recruitment process, please contact us.
If you are selected for a position and depending upon your role, your employment may be contingent upon adherence to local policy. This may include pre-placement drug screening, medical review of physical fitness for the role, and background checks.
