Premium Account CSR (Afternoon Shift)

at  BP

JOB DESCRIPTION:

Job Description
We are a global energy business involved in every aspect of the energy system. We are working towards delivering light, heat and mobility to millions of people, every day. We are one of the very few companies equipped to solve some of the big complex challenges that matter for the future. We have a real contribution to make to the world’s ambition of a low carbon future. Join us, and be part of what we can accomplish together. You can participate in our new ambition to become a net zero company by 2050 or sooner, and to help the world get to net zero.
In Hungary, we operate bp’s Global Business Services organization which is an integrated part of bp. Our people want to play their part in solving the big complex challenges facing our world today and, guided by our bp values, are working to help meet the world’s need for more energy while lowering carbon emissions. In our offices in Budapest and Szeged, we work in customer service, finance, accounting, procurement, HR services and other enabling functions – providing solutions across all of bp. Join our team, and develop your career in an encouraging, forward-thinking environment!

WE HAVE THE FOLLOWING REQUIREMENTS:

High level of proficiency in English
Experience in Customer Service or in an other relevant customer facing role
Demonstrated excellence understanding of customers’ needs / behaviours and also customer specific requirements
Excellent written/oral communication skills and ability to build effective working relationships
Strong understanding of end to end order to cash process included customer specific requirements is good to have
Strong time management, organisation and solving skills
Highly motivated, self-reliant and proactive approach
Experience using SAP and/or Siebel and MS Office application
Senior customer management skills
Willingness to work an afternoon shift to cover US working hours

Establish informed & engaged customer relationships to increase the customer experience across the Order Management Process and ensure delivery of Premium Services.
Perform proactive account management through laid out operational that includes the review of daily reporting and prioritization through research and problem solving as required to ensure efficient and timely order management (i.e. Incomplete Log, Delivery Blocks, Credit Blocks, Billing Blocks, IDOC errors).
Influence customers to follow order management guidelines; in on-time, no changes after 24 hours and accurate order submission that enables efficient operational delivery of product within the RDD time.
Manage & effectively respond to Premium Account inquiries in accordance with current SLA /KPI and liaise with other areas of the business towards effective and informed responses.
Effectively manage and respond to customer order issues by working with key partners to get to a positive resolution. This includes performing root cause/investigate into the reason for missed premium service levels and work to recommend and implement a solution for preventative measures.
Assist and lead on issues related to order requirements, pricing, quantity or shipment discrepancies, etc. Initiate a formal customer complaint procedure if necessary, that identifies corrective actions with a root cause analysis.
Contribute to IFOT through the daily monitoring and utilization of the Electronic Back Order Report (EBOR) by performing proactive communications to customers to deliver effective order management and reduce issues.
Proactively review the Open Order Report for orders with an upcoming RDD within 2-5 days, ensuring ATP is complete with a delivery created and no blocks.
Present premium account portfolio status to the business as required and participate in business required meetings.
Demonstrate a performance culture by contributing to the Balanced Scorecard metrics and provide input to business insights on delivery achievements and gaps.