Entity:

Finance

Job Family Group:

Business Support Group

Job Description:

In this role you will ensure maximum customer satisfaction by providing exceptional customer service support, while maintaining an acute understanding of the customer’s needs and expectations. The Customer Service Group receives, coordinates and processes all sales orders and provides proof of delivery and invoices to customers in accordance with Mexican Laws.

Key Accountabilities:

• Receives, coordinates and processes sales orders based on Customer’s requests and collect and manage proof of delivery documentation with accuracy and speed.
• Ensures account profile information is up to date.
• Entry of invoice dates and responsible for invoice reports and POD reconciliation.
• Processing of customer invoices in compliance with Mexico Electronic Invoice requirements.
• Works with Supply Chain to notify appropriate sales personnel and customers as necessary of short shipments, voided orders, and problems related to assigned account shipment.
• Processes credits related to customer orders and off-invoice promotional programs.
• Analyse volume and orders information to ensure adequate level of service.
• Provide up to date product information and respond to technical inquiries to meet customer requirements.
• Resolve a wide variety of complex issues including the process of resolving deductions, particularly those related to pricing and shipment discrepancies and initiating customer complaint documents for corrective actions.
• Continuous follow the accurate implementation of CODEX and its 6 elements: Customer Order, Order Confirmation, Delivery, Invoicing, Payments & Credit, Customer Support, in compliance with OMS 7.4.

Summary Decision Rights:

• Strong following in order to cash flow of its customers, ensuring adequate levels of customer satisfaction.
• Monitoring compliance with the agreed service levels with customers.
• Give solution through responsible persons to all customer complaints, and efficient handling of complaints management system.
• Ensuring the Order to Cash processes coordinating and Supply chain and finance department as one team.

Education:

• Graduate in Administrative / Business areas.

Experience:

• Minimum of years: 3 years of customer service related work.
• Working knowledge on: order to cash processes.
• SAP experience is desired.
• Deep knowledge in Consumer goods or manufacturing / distribution is desirable.
• Expert in interaction with costumers.

Skills & Competencies:

• Products & Service knowledge
• Customer Technical needs
• Customer Relationship Management.

Why 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 ( https://exploreyourbenefits.com/landing.html) to enable your work to fit with your life. These benefits can include flexible working options, a generous paid parental leave policy, and excellent retirement benefits, among others!

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

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.