Customer Experience Representative (Deer Park, TX, US, 77536)

Lubrizol Corp•Deer Park, TX

37d•Hybrid

About The Position

Unleash Your Potential. At Lubrizol, we're transforming the chemical industry and looking for exceptional talent to join us on this journey. If you are ready to join an international company with talent around the world and want to make a real impact, we want you on our team. As a Customer Experience Representative, you'll be a pivotal point of contact for high-value customers, ensuring exceptional service and addressing complex issues. You'll collaborate with a diverse group of passionate individuals to deliver sustainable solutions to advance mobility, improve wellbeing and enhance modern life. As a Customer Experience Representative, your role will contribute to our mission to become the supplier of choice by driving customer-centric innovation and optimizing supply chain processes. This position is ideal for customer service professionals with a proven track record of excellence, leadership capabilities, and the ability to manage high-stakes customer relationships. You will help realize our vision of a skilled and engaged organization, characterized by best-in-class integrated business processes and result-driven ownership.

Requirements

High School Diploma or GED, equivalent. Associate's or Bachelor's Degree preferred
5+ years of experience in customer service or supply chain with a focus on high-value to customers, including within a manufacturing or industrial organization.
Experience in exports and domestic logistics; international trade is a plus.
Expert proficiency in MS Office, including Excel and Outlook.
Extensive SAP and CRM knowledge.
Excellent communication skills, verbal and written.
Fluency in English and additional languages relevant to the customer base is a plus
Team player and effective interpersonal skills.
Detail-oriented with excellent organizational skills.
Ability to multitask and prioritize effectively in a fast-paced environment.
Exceptional problem-solving abilities and initiative.
Strong leadership and mentorship skills.
Customer engagement expertise
Understanding of financial impacts
Deep product knowledge to effectively address customer inquiries and provide insightful solutions.
Empathy to understand and address customer concerns, ensuring a positive customer experience

Responsibilities

Serve as the primary point of contact for high-value customers, managing their orders and inquiries.
Ensure effective communication and maintain strong customer relationships.
Proactively identify and address customer needs and concerns.
Oversee the processing of customer orders in SAP, ensuring accurate and timely entry and communication of order status.
Manage the entire order process, coordinating any necessary pricing adjustments-including product pricing and additional fees-while collaborating with the pricing administrator, commercial team, and other stakeholders as required.
Collaborate with supervisors and managers to ensure customer requirements are met within the S&OE framework.
Ensure compliance with regulatory requirements, as well as global policies and standards.
Coordinate complex transport orders for various freight shipments, adhering to established policies.
Issue and manage relevant documents for transportation, including shipping invoices and transport orders.
Provide valuable customer feedback to optimize inventory management and enhance customer satisfaction within specialized programs.
Assist in the execution of the S&OE process by providing accurate demand data and feedback from customers.
Lead the resolution of customer complaints, ensuring prompt and effective responses.
Identify opportunities for process improvements and implement changes to enhance customer service efficiency.
Mentor and train customer service representatives, providing guidance and support.
Foster a positive team environment and promote collaboration