Entity:
Finance
Job Family Group:
Job Description:
The purpose of the role is to assure the export deliveries to the countries in scope for packed goods.
Focus is mainly on primary distribution (IUS) and third party export customers (secondary
distribution). This covers order entry and order processing in SAP, availability checks and allocation
in coordination with Planning and Demand Managers, delivery planning and scheduling , freight forwarders and customers after the shipment.
Further the preparation of the necessary export documents, invoicing and all correspondence
with the customer.
KEY ACCOUNTABILITIES
Coordinate transportation and S & H daily operations taking into account capacity constraints and business priorities.
Ensure and follow up BP HSSE rules and policies are complied with for all S & H and transportation activities
Provide excellent Customer Service in order to continuously improve relationships with customers.
Support Distribution/Logistics Manager in auditing activities as required.
Work closely with logistics providers and customers to manage logistics queries and complaints
Maintain freight costing data in SAP in order to ensure a correct estimation of logistics providers invoices
Functional
Complete day to day customer service related operational tasks to ensure delivery meets customer expectations and is consistent with set process performance indicators, applicable service level agreements and the customer service functions core values.
Leverage deep understanding of specific customers, processes / systems and act as a point of contact for any verbal or written form of enquiries from external customers and internal customers from the BP Business and third parties. These customers will include local operations, hauliers and governmental authorities (e.g. tax inspectors, customs agents, chamber of commerce, etc.) as well as 3rd parties.
Interact with customers in a professional, friendly and efficient manner about meeting service levels or deadlines.
Proactively resolve customer issues (working with other teams as appropriate):
Take ownership and resolve telephone and written customer issues
Route issues to Lubricants where appropriate for investigation/resolution.
Escalate activities that are not actioned by assignees.
Provide customer service via the internet, phone, fax and email to support activities including:
Order processing and order fulfilment.
Sales order tracking.
Monitor supply outages and react accordingly for incoming and existing orders.
Complaint resolution, identification and management of complaint root causes.
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 GBS activities through immediate triage, high risk customer issues - financial, legal, reputation), resolution or logging and forwarding of customer inquiries / issues.
Service Management & Continuous Improvement
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 and / or level of service provided.
Perform user acceptance testing in service centre technology and ERP systems to help ensure effective enhancement execution
PREVIOUS EXPERIENCE
Relevant educational background or equivalent experience
Relevant experience in export operations/management and customs (2years +).
Excellent knowledge of Incoterms.
Extensive knowledge of all documents related to International Trade (B/L, EUR1, COO, customs documents).
Legal knowledge of customs, ADR and Excise goods.
Base knowledge of P2P and Freight Costing processes.
Intermediate level of the English language, both oral and written. Fluent in local language.
Active listening skills.
Able to meet deadlines through good time management and allocation of priorities.
Good balance of general customer service skills and knowledge of the distribution industry.
Strong service orientation - demonstrating the ability to set and maintain high standards of customer service, actively looking for ways to satisfy the customer.
Excellent team member encouraging and respecting the contribution of others and proactively sharing information and ideas.
Strong interpersonal skills with an awareness of different cultures within the customer base, team and organization
Must demonstrate a strong understanding of customers’ needs / behaviourr
At bp, we provide the following environment and benefits to you:
A company culture where we respect our diverse and unified teams, where we are proud of our achievements and where fun and the attitude of giving back to our environment are highly valued
Possibility to join our social communities and networks
Learning opportunities and other development opportunities to craft your career path
Life and health insurance, medical care package
And many other benefits.
We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
Travel Requirement
Relocation Assistance:
Remote Type:
Skills:
Legal Disclaimer:
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, socioeconomic status, neurodiversity/neurocognitive functioning, 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 .
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.