Account Coordinator - French Speaking

Company information

BP Global Business Services Europe

Location

Budapest, Szeged

Overall score:

5.7

Organization introduction

The world has an ever-increasing demand for energy, and BP discovers, develops and delivers oil and gas across the globe. They are capturing existing sources while enhancing the potential of renewable and alternative energy. By making the most of our world-class assets and investing in new technologies. Global Business Services Europe is part of Global Business Services (GBS) – a 4,500-people organization within BP that supports the downstream operations. Core areas include finance, customer service, mid and back office support for procurement, HR services and other functional support for customers. They opened the centre in 2009 and currently employ over 900 staff of 28 different nationalities in the Haller Gardens Offices. Even though the official language in the BSC is English, the colleagues do business in 7 more European languages, in a dynamic, multinational environment.


Job information

Business area

CUSTOMER SERVICE

Profession

Customer Service Representative

Location

Budapest

Job title

Account Coordinator - French Speaking


Team / organisation unit description

The Customer Service Representative (CSR) role exists to provide first line of customer service to telephone and written enquiries of Strategic, Key, Base and Spot Customers on a B2B level from initial set-up through to invoice payment, all in accordance with agreed service levels and business processes. The position will ensure all customer facing queries are answered with the required speed, accuracy and with the maximum level of customer satisfaction. CSRs are required to have a deep understanding of all Customer Service processes to enable a high percentage of first contact, accuracy and resolution, and will continually manage customer expectations through various contact channels. The CSRs are responsible for managing the day to day relationship with customers, and is accountable for delivering the commercial plan, by managing the orders from forecast and order processing, through to accurate invoicing and cash collection. This also includes taking into consideration the different cost elements i.e. long term forecast and supporting the accurate demand planning process. CSRs are the first point of contact for BP telephone and email based enquiries for Strategic, Key, Base and Spot customers and also for internal stakeholders (Sales Managers, Supply Chain, Business Management, QSHE, Marketing , Manufacturing, Finance, Credit and Tax).


Tasks and activities

  • Managing the day to day interface between customers and the business. Is the key contact in the organisation for day to day contact with the customers, working in close collaboration with the Sales Managers and the Commercial Team. The CSR develops and maintains the customer relationship by phone/email or visits to customers, negotiates delivery dates, issue resolution and handles customer complaints.
  • Execute day to day customer service related operational tasks to proactively ensure that customer hold necessary stock for managing their production/operation smoothly, the delivery happens in time and meets customer expectations and it is consistent with set process performance indicators, applicable service level agreements and the customer service functions core values.
  • Leverage deep understanding of specific Strategic, Key, Base and Spot Customers, processes / systems and act as an escalation point of contact for any verbal or written form of enquiries from external customers.
  • Interact with customers in a professional, friendly and efficient manner and escalate concerns about meeting service levels or deadlines.
  • Resolve Account Management issues (working with other teams as appropriate): Take ownership and resolve escalated telephone and written customer issues.
  • Proactively monitors, controls their customers and investigates any potential issue to ensure operational excellence Provide customer service via phone, fax and email to support activities including: Customer Master set-up
  • Order processing and order fulfilment
  • Sales order tracking against forecast
  • Resolve technical queries, issues with accessing customer portaland B2B ordering
  • Monitor supply outages and react accordingly for incoming and existing orders
  • Complaint resolution, identification and management of complaint root causes and close out of corrective actions
  • Support the implementation Quality Management Standards
  • Contribution to the internal – and external (customer) audits
  • Partcipate in sales planning and annual budget forecast
  • Understand, track and apply in the daily work the customer specific requirements (CSR)
  • Ensure right customer master data is maintained Effective cash collection and monitoring of customers’ account, including identification and management of root causes and close out of corrective actions
  • Support attending customer’s tenders with preparing all supporting materials
  • Managing customers inventory via Vendor Managed Inventory system in order to maintain continuous supply for Strategic and/or Key accounts
  • Monitoring / managing stock in BP storage tanks locations in order to ensure availability of product
  • A key source of competitor and customer insights
  • Maintaining and encouraging high level of safety awareness with customers, Logistics Service Providers (LSP’s) and colleagues via the Good Spot system
  • Transactional Pricing and Retrobilling with applying various pricing models, including invoicing customers for Supply Chain extra costs Credit request for release
  • Planning and management of road transport deliveries with the Logistics Service Providers (LSP’s)
  • Facilitating stock management and planning of collections / deliveries with 3rd party terminals and ensuring that bulk deliveries to storage locations are dealt with in a timely manner and that analytical services are provided accordingly
  • Providing information to LSP’s/Supply Chain team that is obtained from customers to allow correct level of supply and availability in storage locations
  • Responsible for running month–end processes in order to ensure accurate invoicing and correct stock reporting. Log, assign and track progress of queries and customer requests from receipt to completion ensuring data is accurately entered and maintained in all customer service and data collection systems. Support GBS activities through immediate triage, escalation (high risk customer issues - financial, legal, reputation), resolution or logging and forwarding of customer inquiries / issues. Service Management & Continuous Improvement Manage and maintain customer expectations, referencing pre-established service level agreements where applicable. Make recommendations on existing knowledge base documents and identify knowledge gaps. Build and maintain strong relationships with both the customer and internal business partners through the provision of timely, accurate and high quality service and understand their responsibility to deliver the commercial plan. Highlight process gaps and inefficiencies; proactively seek solutions to increase productivity and / or level of service provided. Perform user acceptance testing in service centre technology and ERP systems to help ensure effective enhancement execution

Requirements

Language 1:

French

Level

Professional


Language 2:

English

Level

Professional


Qualification:

BSC diploma


Experience in this profession

3-5 years


Additional requirements (certifications, special knowledge, software etc.)

  • PREVIOUS EXPERIENCE
  • Bachelors degree or equivalent experience of minimum 36 months in customer services, in a telephone environment and/or Business Service Center environment is requirement
  • Experience with Key Account Management is an advantage
  • REQUIRED SKILLS/EXPERTISE
  • Must demonstrate an excellent understanding of customers’ needs / behaviours and also customer specific requriements
  • 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
  • Strong time management, organisation and solving skills
  • Highly motivated, self-reliant and proactive mindset
  • Experience using SAP and/or Siebel and MS Office application
  • Senior stakeholder management skills
  • Knowledge of Italian and Spanish language is an advantage

What we offer

  • A truly multinational team
  • Cafeteria
  • Easily accessible workplace
  • High-quality office environment
  • Long-term opportunities
  • Opportunity to develop your professional skills in a multinational company
  • Working in an international, young and dynamic team
  • Competitive salary plus benefits
  • Competitive compensation package

Additional information

Normal

Junior team member

Full-time

Permanent employee for indefinite time


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