Lead Order Management Specialist - GME CASTROL - Japanese Speaker

Entity:

Finance

Job Family Group:

Operations Group

Job Description:

As a leading global energy company, we provide heat, light and mobility to customers worldwide. Across the bp landscape, we’re home to a range of brands across many areas of our industry.  We’re investing in today’s energy system and helping build out tomorrow’s. So while we’re still in oil and gas, over the next decade we’ll become a different kind of energy company. We’re decarbonizing and diversifying our business, fundamentally transforming what we do so we can reach net zero by 2050 or sooner. We also have a strong mission to help the whole world reach net zero too – working across our industry to improve people’s lives.

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 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 FBT Malaysia. 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 Finance team and advance your career as an Lead Order Management Specialist - GME CASTROL - Japanese Speaker.

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

• Be the centre of expertise for GBS KL Customer in our ERP systems (SAP, Salesforce, ISP, JDE, Manta), process and components of various Satellite systems through the process of analysis, investigation and coaching.

• Act as a SPOC, be the first point of escalation for the customers and internal collaborators; assist in motivation and development of the team; represent order management in various forum and conversation with collaborators; support the management decision to deliver strategy by preparing regular and ad-hoc reports and analysis.

• Manage the complex relationship between supplier, customer and sales manager, be the primary point of contact for customers, communicate with Customer purchase staff, Chief Engineers, Sales Managers and Supply / Logistics staff anywhere in the world with excellent communication skills and cultural awareness.

• Complete day-to-day customer service related operational tasks including receiving enquiries and orders from customers by email, ensuring all necessary information is collected and promptly acknowledged and that the order meets the PU offer / promise in line with compliance requirements (ITR, credit limits, etc.). Proactively provide guidance to the customer on the most appropriate ports from which to get their supplies, challenging out of offer orders e.g. late notice, building small orders etc. and generally optimising lifting’s to suit both the company and the customer.  Take prompt corrective action to deal with unforeseen circumstances, e.g. change in ship’s ETA, product contamination, change in delivery transport or unavailability of product. If necessary advise customer on alternate port options and seek technical advice if appropriate before recommending alternate product.

• Provide regular feedback on technical and commercial issues raised by customers to the account manager and other CS staff. Handle technical enquiries and resolve technical complaints received within competency and ensure issue of significant problems and complaints to the Regional Technical Team where appropriate.

• Record all complaints received from customers, drive investigation and keep up to date administration of lost orders /enquiries. Efficient monitoring of their Delivered Not invoiced statistics. Take responsibility for tracking IFOT (In full On Time) service performance

• Own the responsibility in driving stable KPI performances (calls, cases, complaint) and proactively seeking improvement opportunities with the wider operation team.

Essential Experience and Job Requirements:

• Bachelor’s degree or higher in Business, Computer / Information Technology, Engineering, or equivalent.

• Accredited as Lean Practitioner is desirable.

• 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 collaborators and customers.

• Attributes: Leadership, Fast-learner, Positive/Energetic, Resillience, Efficient, Versatile, and Self-Reliant.

• Strong in reporting and understanding of Order-to-Cash (O2C) process, experience in SAP and MS Office

• 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 stakeholder 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.