Job Description
The Regional Key Account Management - Customer Service Representative (RKAM CSR) role exists to provide first and second line of customer support to telephone and written enquiries of Regional, Global and Strategic Accounts on B2B level for First Fill and also in the aftersales business (OEM) in accordance with agreed service levels. The position will ensure all customer facing queries are answered with the required speed, accuracy and with the maximum level of customer satisfaction.
RKAM CSRs are required to have a deep understanding of all Customer Service processes to enable a high percentage of first contact resolution and will continually manage customer expectations through various contact channels. The RKAM CSRs are responsible to ensure smooth deliveries to the customer’s production when the engines are filled at the first time with BP lubricants. This also includes taking into consideration the different cost elements i.e. long term forecast and supporting the accurate demand planning process. RKAM CSRs are the first point of contact for BP telephone based enquiries for Regional, Global and Strategic Accounts (buyers, planners, procurement, delivery locations) and also for internal stakeholders (Global Account Managers, Supply Chain, Finance, OpEx, Business Integrators, Demand, Customer Credit and Tax).
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