Job Description

DESCRIPTION

As part of the Finished Lubricants, Supply Chain Organization, the Account Coordinator is responsible for managing direct customer interface in the order-to-cash process including product supply and delivery, order entry, pricing, customer issues, invoicing, and projects. This involves partnering with Lubricants Management, Sales Representatives, Customer Service Account Specialists and others to optimize the order to cash process. Manages communications with other departments, inside and outside of Lubricants, to make decisions that impact order fulfillment processes, customer satisfaction and optimization of Lubricants value chain efficiencies. Balances daily responsibilities with project/process improvement identification and implementation in a team environment.

Responsibilities May Include

Act as central point of contact and subject expert for management of customer operational issues.

Accountable for managing operational decisions to ensure orders are placed accurately, delivery is error- free, billing is prompt and accurate, and customer needs are met.

Manage product shipments and follow through to ensure they arrive at customer’s location on time.

Engage with Sales and Logistics to find alternative means of supply for customer orders in the event of a product shortage or stockout.

Be the resolution focal point for conversations with customers regarding order issues and complaints.

Proactively identify and execute process improvements to improve margin and customer service levels.

Analyze order and operational data to identify trends and key performance indicators.

Develop close partnership with Sales Representatives in order to independently manage customer queries within the scope of Customer Service.

Manage communications with internal partners to resolve value chain issues, including P66 plants, Product Management, Sales, Logistics, Transportation, and Finance.

Provide subject matter expertise to sales personnel to assist in new business development.

Develop the ability to back-up other Customer Service Center roles for vacation relief or workload surges.

POSITION REQUIREMENTS

Basic/Required:

Legally authorized to work in the job posting country

Bachelor’s Degree

Proficient with Microsoft Office and SAP

Knowledgeable of Truck, Rail, and waterborne modes of transportation and INCO Terms

3 or more years of customer facing experience

Preferred:

1 or more years of experience in developing, recommending and implementing high-impact process improvements

Experience with SAP SD and SAP reporting tools

Demonstrated experience using analytics tools such as Tableau and Alteryx to drive business improvement

Communication skills: Advanced level, verbal and written

Experience managing multiple priorities/issues simultaneously while driving results and delivering real business improvements