Lead Order Management Specialist CASTROL

Entity: Finance Job Family Group: Business Support Group Job Description: Role Synopsis: The Lead Order Management Specialist (“OM”) role serve as a Subject Matter Expert (SME) of the team/organization, also the issue and point of customer’s and key internal contact point when placing orders for International, Domestic Marine and Energy products and services. The role includes helping to manage the customer relationship on behalf of International, Domestic Marine and Energy, and, also to ensure standardization of the Order-to-Cash (O2C) process across the teams and regions. The Lead OM is expected to ensure customer order is aligned with brand offer before order placement, and keep customer appraised of the delivery progress (i.e. changes to vessel ETA and nominated port, product shortages, out of hours incidents, price enquiries etc). Therefore, the role requires: deep understanding of customer service processes, and demonstration of customer service and ownership attitude; understanding of complexities in the shipping, marine and energy market, and its global supply network; and, strong order management knowledge and task resource for the organization. Key Accountabilities: Act as the center of expertise for KL Customer Operations across ERP systems, including SAP, Salesforce, JDE, ORCA, DCOHUB etc., as well as related processes and satellite system components through analysis, coaching and continuous support. Serve as the single point of contact and first level of issue for customers and internal stakecollaboratorsle supporting team motivation, capability development and stakcollaboratoragement. Represent Order Management in relevant forums and provide regular or ad-hoc reporting and analysis to support management decisions and strategic delivery. Manage complex working relationships between suppliers, customers and Sales Managers, acting as the primary customer contact and engaging professionally with purchasing teams, Chief Engineers, Sales Managers and Supply or Logistics teams globally, with strong communication skills and cultural awareness. Implement and oversee day-to-day customer service operations, including receiving and acknowledging customer enquiries and orders, ensuring all required information is captured, and validating that orders meet the GME Performance Unit offer or promise in line with compliance requirements such as ITR and credit limits. Proactively guide customers on suitable supply ports, challenge out-of-offer orders such as late-notice or small orders, optimize liftings for both the company and customer, and take corrective action for unforeseen issues including vessel ETA changes, product contamination, transport changes or product unavailability. Where required, advise customers on alternative port options and seek technical guidance before recommending substitute products. Provide regular feedback to Account Managers and Customer Service teams on technical and commercial issues raised by customers. Handle technical enquiries and resolve technical complaints within the role’s competency, ensuring that significant issues or complaints are raised to the Regional Technical Team where appropriate. Ensure all customer complaints are recorded accurately on the same day and drive timely closure of complaints (including investigation) across the teams and collaborators within seven working days from the date of complaint raised by the customer. This person is also accountable to ensure that customer receives the proper complaint response and investigation outcome latest within 10 working days from the date of complaint raised. Monitor Delivered Not Invoiced (DNI) performance for own portfolio and the wider team, including items pending with Order Managers and Sales, and drive timely follow-up to support resolution daily. Track IFOT performance for own portfolio and the team, to ensure that the IFOT reason codes are being updated correctly. For the ones link to technical issues, ensure that the tickets are raised and resolution is achieved within the same week. Drive stable benchmark performance across calls, cases and complaints, proactively identifying improvement opportunities and collaborating with the wider operations team to enhance service delivery. Lead onboarding activities for new joiners, including welcoming them to the team, coordinating access to required applications, shared drives and Teams sites, and delivering structured training before the knowledge transfer process begins. Act as the first point of contact in the absence of Team Leads and provide backup support to other Lead Order Managers within the KL Customer Service Team. Ensure invoice dispute cases are handled effectively and that required amendments or credit note requests are submitted within 48 hours from the date the issue is raised by the customer. Track all waivers, credit notes and invoice amendment requests to support root cause analysis and identify mitigation actions to improve control. Provide standby support and take ownership of customer portfolios when required due to unexpected resource constraints or business continuity needs. During crisis situations, ensure all Order Managers understand any adhoc process changes and are trained to complete requests in line with the revised processes. Participate in all UAT activities to understand new processes and ensure readiness before go-live. Essential Education: Bachelor’s degree or higher in Business, Computer / Information Technology, Engineering, or equivalent. Accredited as Lean Practitioner is desirable. Essential Experience and Job Requirements: Minimum 36 months/3 years’ of working experience in inside sales, customer service, in a telephony environment and/or Global Shared Services environment and/or Marine & Energy business. An excellent communicator in oral and written as well as sensitivity in cultural differences. Understanding of customers’ needs & requirements. Ability to work in a highly dynamic and fast-moving environment Ability to multi-tasks, evaluate impact in order to prioritize the criticality/urgency. Experience and ability to establishing and maintaining strong relationship with partners and customers. Attributes: Leadership, Fast-learner, Positive/Energetic, Resilience, Efficient, Versatile, and Self-Reliant. Strong in reporting and understanding of Order-to-Cash (O2C) process, experience in SAP and MS Office Desirable criteria: Able to prioritise, handle urgent issues and situations, following through to resolution in a timely manner and focusing efforts to deliver business values. Able to multi-tasks and work in a highly dynamic yet fast-moving environment. Posses leadership attributes, have experience in senior customer management. Deep experience of working in a customer focused environment. Good interpersonal, influential and decision-making skills in order to manage relationships with key collaborators and customers. At bp, we provide the following environment and benefits to you! A company culture where we respect our diverse and unified teams, where we are proud of our achievements and where fun and the attitude of giving back to our environment are highly valued Possibility to join our social communities and networks Learning opportunities and other development opportunities to craft your career path Life and health insurance, medical care package And many other benefits. We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status! Travel Requirement No travel is expected with this role Relocation Assistance: This role is not eligible for relocation Remote Type: This position is a hybrid of office/remote working Skills: . Legal Disclaimer: We are an equal opportunity employer. We do not discriminate on the basis of protected characteristics like race, religion, color, sex, national origin, sexual orientation, veteran status or disability status. Individuals with an accessibility need may request an adjustment/accommodation related to bp’s recruiting process (e.g., accessing the job application, completing required assessments, participating in telephone screenings or interviews, etc.). If you would like to request an adjustment/accommodation related to the recruitment process, please contact us . If you are selected for a position and depending upon your role, your employment may be contingent upon adherence to local policy. This may include pre-placement drug screening, medical review of physical fitness for the role, and background checks.