Customer Experience Representative

Summary of the Role:

To provide service and support to Customers and Commercial Division and be a link between Internal and external customers. To perform and support supply chain operations for fulfilment of customer requirements and cost optimization efforts. 

Responsibilities / Accountabilities:  

1. Communication

To execute this area of responsibility, the role is expected to coordinate among internal & external stakeholders to provide quality service to customers.  Some activities and areas where the incumbent needs to contribute:

• Lead on all issues around service quality of products shipped from any of the Lubrizol facility to the regional customers. They will coordinate and facilitate communication between the different GBUs and provide a singular response to the customer.
• Providing efficient response to Customer orders, enquiries, problems to ensure complete Customer Satisfaction
• Creating and maintaining customer, sales, and other departmental links to promote co-operation, professional communication and good customer service.
• Support proactively Commercial Division and customers in a consistent manner
• Inform the manager of problems which could have impacts on the department, Customers or the Organization.
• Keep external & internal customers informed on all the developments for smooth running of business.
• Lead on continuously improving customer delight and value addition to Lubrizol.

1. Order Processing

To execute this area of responsibility, the role is expected to

• Receiving purchase orders from customers, processing local sales orders into the system.  For import orders inform global counter parts as per sourcing location.
• Provide Order confirmation and material availability date to customers.
• Give necessary feedback on the progress to both internal and external customers. Keep track of and when necessary expedite orders through the supply chain. 

• Sending samples to customers as per request from commercial team
• Co-ordinate with the commercial team to maintain the inventory and work with plant /sample warehouse team to ensure timely delivery.
• Invoicing: Ensure all goods shipped in a given month are invoiced in the same month (Subject to change)
• Coordinate service providers activities
• Process orders as per SLA defined to satisfy customers and build credibility.
• Create and keep Customer/specific documentation and job aids up to date
• Create, check and send commercial documents (inspection documents, certificate of origin, packing lists, certificate of analysis)
• Analyze Letter of credit terms and coordinate documentation as required
• Strengthen customer intimacy by developing relationships, understanding customer needs,and colleting market intelligence required for order fulfilment to achieve OTIF / Delivered as Requested.
• To coordinate with warehouse team to process sales return orders on need basis
• To coordinate with OTC team to process Credit/Debit note with necessary approvals on need basis

3. Import/Export processing

To execute this area of responsibility, The role is expected to be a focal point of contact for Import/Export shipment customs clearance process, To make good coordination between internal and external stakeholders for shipment clearance activities, Have a good understanding of import/export processes, documentation and compliance requirements. To maintain documents as per compliance. Activities include,

• To lead on import/Export shipment clearance activity
• To be a focal point of contact for various stakeholders to execute the process in an efficient manner
• To generate and provide various documents required as and when necessary
• To ensure legal and customs compliance of entire process and documentation
• To remain updated on various compliance requirement for import/export
• To lead and resolve various issues/problems which may arise in clearance of shipments.
• To be a point of contact for facing any internal/external audit in this regard

4. Management Reporting

• Regular review of Open order report with commercial team
• Report monthly sales report to all stake holders
• Report customer complaint and its closure report

Requirements (education, experience, competencies and specific job requirements):

Education / Certification:

• Graduate Degree from reputed University / Institution (Science - Chemistry Degree is preferred)
• Minimum 6 to 8 years of experience in core supply chain function
• Formal learning/degree/certificate course in Supply chain Management/Material management/Import export

Experience and Skills:  

• Experience in handling Supply chain activities including customer service, Import/export clearance etc.
• Knowledge and experience of working on E-Commerce platform.
• Working knowledge of SAP

• Good written and verbal communication skills.

Competencies for the Role:

• Customer Focus
• Collaboration
• Effective Communication
• Business process acumen
• Engage and influence

Lubrizol: Imagined for Life. Enabled by Science. ™ Delivered by You. For nearly 100 years, The Lubrizol Corporation, a Berkshire Hathaway company, has been at the forefront of innovation to enhance everyday life, advance mobility, and make the modern world work better. Our specialty chemistry solutions—from engine oils, performance coatings, and skincare to medical devices and plumbing systems —are powered by the expertise, passion, and commitment of people like you. We tackle the world’s toughest challenges with science-based solutions, deeply understanding our customers to deliver innovative chemistry and differentiated value. Our inclusive culture, dedication to safety, and incredible global talent drive our success. Our solutions meet the evolving needs of the modern world—brought to life by science and, most importantly, delivered by you. Whether youre in the lab, on the production floor, or in the office, youll be part of a team around the world that empowers you to think boldly, drive results, and contribute to solutions that shape a better, more sustainable future.  We win because of you. Let’s build the future together.