Grade IResponsible for coordinating the activities of a small team to provide quality customer service support to ensure maximum customer satisfaction, overseeing execution of standard and consistent processes and ensuring delivery of the commercial plan through having a good understanding of the customers needs and expectations.
Entity:
Customers & Products
Business Support Group
As bp transitions to a coordinated energy company, we must adapt to a changing world and maintain driven performance. bp s customers & products (C&P) business area is setting up a business and technology center (BTC) in Pune, India. This will support the delivery of an enhanced customer experience and drive innovation by building global capabilities at scale, using technology, and developing deep expertise
. The BTC will be a core and connected part of our business, bringing together colleagues who report into their respective part of C&P, working together with other functions across bp. This is an exciting time to join bp and the customers & products BTC.
The Customer Excellence Coordinator works within the Supply, Trading and Shipping (ST&S) and Mobility & Convenience (M&C) Sales team to implement the customer strategy! It is an interactive and fast-paced position with broad connectivity to various parts of the business. The position is vital in effectively contributing to the selling of branded and unbranded fuel by managing operational execution of existing customer-base, assisting in business development execution and support of new account generation!
Duties and Responsibilities:
Execution and coordination of Sales Manager deal negotiation analysis, account planning, account reviews, and gathering of customer and industry insights. Project manage the coordination of the customer set up requests in SAP and a terminal system with various cross functional teams; determine process, time management, data requirements, inputs, and outputs for a successful execution. Lead daily sales operational issues that arise in support of Sales Managers and customers. This includes problem solving to identify the root cause such as executing customer communications of key Sales or Supply related messages, nurturing customer operational needs such as escalation of customer loading and/or working with Supply to resolve supply issues. Manage customer contractual commitments, including tracking, monitoring, reporting, etc. Be the single point of contact and build on customer relationship management, with attention to Marketing programs, offer delivery, volume demand forecasting, and account-profile management. Ensure silent-running and compliance of processes by taking initiative on process improvement opportunities within Sales and in coordination with other parts of M&C/ST&S and its functions (Legal, Marketing, Finance, Supply, and Global Business Service (GBS)). This includes ensuring accurate documentation is available and being applied. Responsible for ensuring processes and delegations are followed in accordance with internal control policies while maintaining compliancy with established data policies and governance processes. Support incident management issues impacting our customers that may include off hour support for supply, weather, fuel product quality and/or various incidents.
Education & Qualifications:
- Bachelor s degree
- 3+ years of experience with roles supporting Sales, Supply, Marketing and/or finance organizations.
- Advanced Microsoft Office skills, specifically Excel and PowerPoint.
- Consistent record of project management and/or coordination experience.
- Experience with SAP and Salesforce is a plus.
- Knowledge of Power BI and Big Data Analytics a plus.
- Proficient in understanding US commercial and contractual terms a plus
- Mastery in written and verbal communication - English
- Customer and account relationship management
- Proven critical thinking skills
- Foundational knowledge of accounting principles
- Risk mitigation
- Base knowledge in US Fuels and convenience (i.e. consumer experience)
- Knowledge of US geography
Travel Requirement
Negligible travel should be expected with this role
Relocation Assistance:
This role is eligible for relocation within country
Remote Type:
This position is a hybrid of office/remote working
Skills:
Analytical Thinking, Chat Support, Communication, Customer Service, Customer Service Communication, Customer-Support, Inbound Calls, International Sales, Marketing, Outbound Calls, Project Management, Relationship Management, Sales Account Management, Sales Coordination
