Customer Service Representative (Regional Key Account Management) CASTROL - German speaking (Fixed-term until 2027 August)

Entity: Finance

Job Family Group: Business Support Group

Job Description: This is a role within the Castrol organisation and the successful candidate will become part of the Castrol ring-fence. If you are part of the ring-fence, it is expected that your employment will move with Castrol to new ownership.

Our purpose is to deliver energy to the world, today and tomorrow. For over 100 years, bp has focused on discovering, developing, and producing oil and gas in the nations where we operate. We are one of the few companies globally that can provide governments and customers with an integrated energy offering. Delivering our strategy sustainably is fundamental to achieving our ambition to be a net zero company by 2050 or sooner.

It's an exciting time to join bp. Meeting the energy challenge requires many different approaches and solutions. And as part of Finance Business & Technology (FBT), you’ll be fully connected into the world of bp. You’ll play an increasingly important part within a network of like-minded colleagues partnering on strategic projects that stretch across the globe. And it starts with you. There’s a world of opportunities to build new skills, challenge yourself and grow a long-term career at bp. And no matter where you work, your role will have meaning, purpose and impact. So if you want to be part of a caring, supportive environment where you can realize your full potential, we’re with you.

Join our Customer Service Key Account Management Team and advance your career as a Customer Service Representative (Regional Key Account Management) CASTROL - German speaking!

This role is a fixed-term contract until 2027 August! 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 in the aftersales business (OEM) in accordance with agreed service levels. The position will ensure all customer queries are answered with the required speed, accuracy and with the maximum level of customer satisfaction.

In this role You will:

• Take ownership and resolve advanced telephone and written customer issues.

• Proactively monitors, controls the Regional, Global and Strategic Accounts and investigates any potential issue to ensure operational excellence

• Raise activities that are not actioned by assignee

• Account set-up, allocation and delivery issues

• Order processing and order fulfilment

• Sales order tracking

• Resolve technical queries, issues with e-ordering (web portal, customer portal, EDI)

• Monitor supply outages and react accordingly for incoming and existing orders

• Complaint resolution, identification and management of complaint root causes

• Support the implementation of Quality Management Standards included OMS and 8D reports

• Contribution to the internal – and external (customer) audits

• Participate in the LBM Process (Lubes Business Management), sales planning and annual budget forecast

• Understand, track and apply in the daily work the customer specific requirements (CSR)

• Ensure right customer master data with the responsible O2C teams and with Accenture

• Effective cash collection and monitoring of customer accounts

• Support attending customer’s tenders with preparing all supporting materials

• Dealing with customers’ accounts and active contribution to keep these fully reconciled (work closely with internal O2C teams and with Accenture)

• Transactional Pricing with applying various pricing models

What You will need to be successful:

• Bachelor’s degree or equivalent experience of minimum 36 months in customer services, in a telephone environment and/or Business Service Center environment is requirement

• Must demonstrate excellent understanding of customers’ needs / behaviors and customer specific requirements

• Fluent German and Fluent English language knowledge

• 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, organization and solving skills

• Highly motivated, self-reliant and proactive attitude

• Experience using SAP and/or Siebel and MS Office application

• Senior partner management skills

At bp, we provide the following environment & benefits to you:

• Different bonus opportunities based on performance, wide range of cafeteria elements

• Life & health insurance, medical care package

• Hybrid working arrangement aligned with team arrangements and business needs

• Opportunity to build up long term career path and develop your skills with wide range of learning options

• Celebrate in bp’s success. You may be eligible to join bp’s Global ShareMatch plan. This non-contractual benefit lets employees buy bp shares and receive matching shares, in line with plan rules

• Family friendly workplace e.g.: Extended parental leave, Mother-baby room

• Employees’ wellbeing programs e.g.: Employee Assistance Program, Company Recognition Program

• Possibility to join our social communities and networks

• Chill-out and collaboration spaces in our beautiful Budapest Agora and Szeged offices e.g.: Play Zones, Office massage, Sport and music equipment

bp Hungary won the Most Attractive Employer 2024 Award (SSC / BSC sector) fourth time in a row at PwC's annual employer research. Come and join us!

At bp, we support our people to learn and grow in a diverse and ambitious environment. We believe that our team is strengthened by diversity. We are committed to fostering an inclusive environment in which everyone is respected and treated fairly. There are many aspects of our employees’ lives that are meaningful, so we offer benefits to enable your work to fit with your life.

Disclaimer: Please note that, according to Hungarian law (2012/I. 113. §), mothers or single parents caring for a child under three years of age cannot be employed in night shift positions.

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: Agility core practices, Analytical Thinking, Business process improvement, Commercial Acumen, Communication, Conflict Management, Creativity and Innovation, Customer centric thinking, Customer enquiries, Customer experience, Customer Service, Customer Support, Customer Value Proposition, Digital Fluency, Resilience, Self-Awareness, Sustainability awareness and action, Understanding Emotions, Workload Prioritization

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.