Customer Service Representative

PETRONAS Lubricants International (PLI) è un produttore globale di lubrificanti, nonché ramo commerciale di PETRONAS, società petrolifera nazionale della Malesia.

Fondata nel 2008, PETRONAS Lubricants International produce e commercializza un'ampia gamma di prodotti di lubrificanti industriali e per il settore automobilistico di alta qualità in oltre 100 mercati.

Con sede a Kuala Lampur, PLI vanta oltre 30 uffici marketing in 28 Paesi, con uffici regionali a Kuala Lampur, Pechino, Torino, Belo Horizonte, Chicago e Durban.

PETRONAS Lubricants International è la risorsa técnica alla base della partnership técnica di PETRONAS con il team di Formula Uno MERCEDES AMG PETRONAS ed è responsabile del design, dello sviluppo e della consegna delle Fluid Technology Solutions, con combustibili, lubrificanti personalizzati e fluidi di trasmissione per le Frecce d'argento

Attualmente nella top 10, PLI sta seguendo un programma di crescita aziendale piuttosto aggressivo per solidificare la sua posizione di azienda di lubrificanti leader, all'avanguardia nel settore.

**Posizione**:
**Position Purpose**:
The Customer Service Representative position is responsible for daily execution of the following high level main CS processes:

- Order-To-Invoice processes;
- Claim management;
- Daily contact with customers, Operations team and Sales staff;
- Facilitation of shipments in collaboration with Logistics.

**Key Accountabilities**:

- Customer Service Representative is asked to process customer orders on time, track and manage delivery fulfilment, including invoicing, documentation, etc.; Provide pricing, availability, and schedule information within established guidelines and protocols, using full day the ERP system (SAP).
- Maintain solid customer relationships by handling questions and concerns on time and in the best way possible to solve problems and give them satisfaction.
- Be able to remain calm when customers are frustrated and keep a professional attire to resolve any conflict may arise with any of them, eventually escalating to the Team Leader more challenging situations.
- Work closely with the various PLI departments (e.g. Sales, S&OP, Finance, Supply Chain & Operations and Logistics team) to continuously improve the customer experience.
- Research and obtain resolution of a variety of complex customer complaints and issues; obtain support from Superiors when the resolution goes beyond their capacity to influence especially other PLI functions.
- Have a positive, empathetic, and professional attitude toward customers at all times.

**Requisiti**:
**Competencies/Skills**:

- Degree or Diploma in Marketing / Business Management / Engineering or related field.
- Proven working experience in whatever field of Customer Service.
- Strong Customer Centric attitude.
- Good level of problem-solving attitude.
- Strong customer-facing and communication skills.
- Good knowledge of English.
- Working knowledge of customer service software, databases, and tools (e.g. SAP S/4HANA) is a plus.

The role reports to the _Customer Service Centre Manager_