Entity:

Finance

Job Family Group:

Business Support Group

Job Description:

Bp Castrol is now looking for Customer Service Representative TUCA.

About bp Castrol:

It's more than just oil. It's liquid engineering. Castrol provides all the oils, fluids and lubricants the world needs, for every driver, every rider and every industry.

Castrol is here to serve every driver, every motorcyclist and every industry on earth. We do this through Liquid Engineering. That means creating high performance oils, lubricants, fluids and greases for every application you can imagine. We also know that you need every part of your world to run smoothly, so we lubricate every part of the car or motorcycle you own, the escalators at your local shopping mall, the elevator at your office, and even the production line that made your refrigerator.

We are here for you in the world's mines and quarries, its cruise ships and airliners, its wind farms and wheat fields. Whatever you need, we help make it happen.

Key Accountabilities:

Order Processing & Management

• Enter customer orders received from distributors and direct sales into the system accurately and on time.
• Follow up on entered orders via the Portal and ensure smooth order flow.
• Monitor daily pending orders and flow reports to resolve shipment priorities.
• Perform all order-related activities, including order acknowledgment, confirmation, and coordination with relevant customers.

Customer Credit & Offer Management

• Collaborate with the Finance team to resolve credit-related issues and ensure timely shipment of orders.
• Monitor and coordinate customer risks while reporting related KPIs.
• Track urgently required or out-of-stock products and communicate effectively with Customer Service Representatives, the Product Demand Manager, and the Logistics Planning Manager.

Delivery & Invoicing

• Manage invoicing for direct segment customers and perform manual invoicing when required.
• Coordinate with 3PL providers for special delivery requirements.
• Handle customer pickups and coordinate delivery-related processes.
• Troubleshoot and resolve any issues in the GİB system.
• Support month-end processes related to delivery and invoicing.
• Handle the FORD central invoicing process and ensure compliance.

Customer Service & Complaint Management

• Address and resolve customer complaints and inquiries in line with SLAs defined in the Customer Service Agreement (CSA).
• Investigate complaint root causes, including lubricant quality claims, retail site issues, and delivery-related problems.
• Maintain proactive communication with customers to ensure high satisfaction levels.

Sales & Cross-Functional Support

• Act as a liaison between customers and the Sales team, supporting customer-related matters and business objectives.
• Support retail marketing programs, policy implementation, and product fulfillment.
• Collaborate with internal teams, including planning, logistics, and finance, to resolve issues and improve customer experience.

Data Management & Process Improvement

• Utilize available tools and systems to gather and integrate data from multiple sources to identify and resolve issues.
• Ensure data accuracy by proactively updating and correcting incorrect or incomplete records.
• Maintain a strong understanding of system capabilities, limitations, and best practices to improve efficiency.

Compliance & Audit Support

• Ensure adherence to Castrol’s CSA framework, internal sales policies, and BP’s control policies.
• Support internal and external audits as required, ensuring safe, reliable, and compliant operations.

Education:

• Bachelor’s degree or equivalent in business economics, Supply Chain or similar

Experience:

• Minimum 12 months of prior experience in a customer service role, preferably in a telephone-based environment or a customer services setting.
• Experience in managing and supporting Key Account Customers is desirable.

Skills and competencies:

• Good understanding of customer needs and behaviors
• Excellent written and verbal communication skills
• Ability to understand and handle business correspondence in English
• Capable of managing challenging situations and saying “no” when necessary
• Strong relationship-building and problem-solving skills
• Effective time management and organizational abilities
• Comfortable multitasking and working under pressure
• Highly motivated and resilient
• Familiarity with SAP and Salesforce (nice to have)
• Proficiency in Microsoft Excel is a plus, especially Pivot Tables

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 value proposition, Digital fluency, Resilience, Sustainability awareness and action, Understanding Emotions, Workload Prioritization

Legal Disclaimer:

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, socioeconomic status, neurodiversity/neurocognitive functioning, 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.