Customer Experience Representative

Job type: Full-time

Type of role: Hybrid

About Lubrizol
The Lubrizol Corporation, a Berkshire Hathaway company, is a specialty chemical company whose science delivers sustainable solutions to advance mobility, improve wellbeing and enhance modern life. Founded in 1928, Lubrizol owns and operates more than 100 manufacturing facilities, sales, and technical offices around the world and has about 8,000 employees. For more information, visit www.Lubrizol.com .

We value diversity in professional backgrounds and life experiences. By enabling a consistent, unbiased, and transparent recruitment process, Lubrizol seeks to create a positive experience for candidates so we can get to know them at their best. We recognize unique work and life situations and offer flexibility, ensuring our employees feel engaged and fulfilled in every aspect of life.

Join Our Thriving Team at Lubrizol as a Customer Experience Representative

Unleash Your Potential. At Lubrizol, we're transforming the chemical industry and looking for exceptional talent to join us on this journey. If you are ready to join an international company with talent around the world and want to make a real impact, we want you on our team.

What You'll Do:

As a Customer Experience Representative, youll be a pivotal point of contact for high-value customers, ensuring exceptional service and addressing complex issues. You'll collaborate with a diverse group of passionate individuals to deliver sustainable solutions to advance mobility, improve wellbeing and enhance modern life. As a Customer Experience Representative, your role will contribute to our mission to become the supplier of choice by driving customer-centric innovation and optimizing supply chain processes. This position is ideal for customer service professionals with a proven track record of excellence, leadership capabilities, and the ability to manage high-stakes customer relationships. You will help realize our vision of a skilled and engaged organization, characterized by best-in-class integrated business processes and result-driven ownership.

• Serve as the primary point of contact for high-value customers, managing their orders and inquiries.
• Ensure effective communication and maintain strong customer relationships.
• Proactively identify and address customer needs and concerns.
• Oversee the processing of customer orders in SAP, ensuring accurate and timely entry and communication of order status.

• Manage the entire order process, coordinating any necessary pricing adjustmentsincluding product pricing and additional feeswhile collaborating with the pricing administrator, commercial team, and other stakeholders as required.
• Collaborate with supervisors and managers to ensure customer requirements are met within the S&OE framework.
• Ensure compliance with regulatory requirements, as well as global policies and standards.
• Coordinate complex transport orders for various freight shipments, adhering to established policies.

• Issue and manage relevant documents for transportation, including shipping invoices and transport orders.

• Provide valuable customer feedback to optimize inventory management and enhance customer satisfaction within specialized programs.
• Assist in the execution of the S&OE process by providing accurate demand data and feedback from customers.

• Lead the resolution of customer complaints, ensuring prompt and effective responses.
• Identify opportunities for process improvements and implement changes to enhance customer service efficiency.

• Mentor and train customer service representatives, providing guidance and support.
• Foster a positive team environment and promote collaboration

Skills That Make a Difference:

• High School Diploma or GED

• Bachelors degree in a relevant field such as Business Administration, Supply Chain Management, or related discipline, OR equivalent relevant experience in customer service or sales support considered a plus.

• 5+ years of experience in customer service or supply chain within a manufacturing environment, with a focus on high-value customers.

• Expert proficiency in MS Office, including Excel and Outlook.
• In-depth knowledge of international trade techniques
• Extensive SAP and CRM knowledge
• Excellent communication skills, verbal and written.
• Fluency in English and additional languages relevant to the customer base is a plus
• Team player and effective interpersonal skills.
• Detail-oriented with excellent organizational skills.
• Ability to multitask and prioritize effectively in a fast-paced environment.
• Exceptional problem-solving abilities and initiative.
• Strong leadership and mentorship skills.
• Customer engagement expertise
• Understanding of financial impacts
• Deep product knowledge to effectively address customer inquiries and provide insightful solutions.
• Empathy to understand and address customer concerns, ensuring a positive customer experience

Perks and Rewards That Inspire:

• Competitive salary with performance-based bonus plans

• 401K Match plus Age Weighted Defined Contribution

• Competitive medical, dental & vision offerings

• Health Savings Account

• Paid Holidays, Vacation, Parental Leave

• Flexible work environment

Learn more at benefits.lubrizol.com !

Ready for your next career step? Apply today and let's shape the future together!

Its an exciting time to be part of Lubrizol. Lubrizol is not staying put. We are continually learning and evolving. Our passion delivers our success not only for Lubrizol but for those who count on us every day: our employees, customers and communities.

We work with a relentless commitment to operate safely and responsibly, keeping safety, sustainability, ethics, and compliance at the forefront of everything we do. The well-being of our employees, customers and communities is paramount to our culture and in the way we approach our work.

As a diverse, global team, we work together to solve some of the worlds most pressing challenges. We impact everyday lives through science only Lubrizol can deliver, and we never stop pushing to do it better.

One of the founding principles of The Lubrizol Corporation more than 90 years ago was treating every employee with dignity and respect. That same commitment is only stronger today.

More than that, we are committed to providing an environment where every employee can be the best they can be, no matter their race, color, religion, sex, national origin, sexual orientation, gender identity, disability, protected veteran status or any other characteristic.

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