Entity:

Customers & Products

Job Family Group:

Business Support Group

Job Description:

Job Purpose

Role of Customer Service Manager at bp Castrol involves leading Customer Support Unit and Technical Support organizations to stably maintain the various services associated with supplying and trading products to customers, helping sales activities.
This role involves participating in customer service operations and processes, identifying challenges and issues from various perspectives, exploring opportunities to improve the quality and efficiency of the Order to Cash process, maintaining a higher level of customer service and experience, and realizing more efficient order management structures and systems.
As part of these role, it is including responsible for maintain and improve high-quality technical support role.

Key Accountabilities
1. Gain a detailed understanding of all customer order processes, regularly analyse customer-normal/specific ordering methods, order quantities, order processing time and processes, and seek ways to make ordering more efficient and convenient for customers.
2. Maintain current EDI customers order systems and explore the expansion of customers networks who can use EDI system, collaborate with global support team and I&E team in ordering system development with customers, lead various projects related to customer service operations. (include portal)
3. Gather information about customer complaints and customer satisfaction and seek for improvements in customer service qualities and capabilities.
4. Gather key information from the sales team, such as market information/intelligence, customer trends, promotional measures, to facilitate communication with the GSC Supply Planning team.
5. Oversee customer credit limits, sales contracts, and update customer data in Castrol's internal system.
6. Others (if applicable)
- Coordinate product inventory management with the supply team, ensuring prioritisation of orders
from major wholesalers or bulk orders from significant customers.
- Coordinate with international teams to address and resolve errors and issues arising from global systems as they occur daily
- Managing products in customer service areas, including launching new products, revising or discontinuing existing products, switching products, and controlling orders as needed.

Education
• A degree level education, ideally with a business focus.
• Further formal education in business, finance and/or marketing would be advantageous.

Experience
• Minimum of 5 years of sales and marketing, sales operations, order management or sales administration with skills and talent, ideally in consumer product area, or equal expertise.
• Experience working with cross functional teams, preferably in large matrix organizations

Skills & Competencies
• Highly PC skill (MS Access, Excel, power automate, Power BI, JDE/AS400, and other data management tools) and having IT knowledge.
• Proficient in English language skills, including both verbal and written communication.
• Be a strategic thinker, combined with a bias for action and practical operational skills.
• Strong communication skills, verbal and written.
• Strong stakeholder management and communication skills

• Business-level proficiency in English and Native-level fluency in Japanese

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 value proposition, Digital fluency, Resilience, Sustainability awareness and action, Understanding Emotions, Workload Prioritization

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 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.