Entity:

Finance

Job Family Group:

Business Support Group

Job Description:

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 in is fundamental to achieving our ambition to be a net zero company by 2050 or sooner.

About the role

The purpose of the role is to assure the export deliveries to the countries in scope for packed goods.

Focus is mainly on primary distribution (IUS), direct customer (Secondary) and third-party export customers (secondary distribution). This covers order entry and order processing in SAP, availability checks and allocation in coordination with Planning and Demand Managers, delivery planning and scheduling with the warehouse, freight forwarders and customers after the shipment. Further the preparation of the necessary export documents, invoicing and all correspondence with the customer.

Solving daily logistic issues (e.g. claims, customer requirements) with the warehouse, forwarders and plant is part of the Export Administrator role. Export Administrators are required to have a broad understanding of Customer Service, Customs and Supply Planning processes to enable a high percentage of first contact resolution and will continually manage customer expectations through various contact channels.

Key Accountabilities

• Coordinate transportation and S&H daily operations taking into account capacity constraints and business priorities.
• Ensure and follow-up bp HSSE rules and policies are complied with for all S&H and transportation activities
• Provide excellent Customer Service in order to continuously improve relationships with customers.
• Support Distribution/Logistics Manager in auditing activities as required.
• Work closely with logistics providers and customers to manage logistics queries and complaints.

Functional

• Complete day to day customer service-related operational tasks to ensure delivery meets customer expectations and is consistent with set process performance indicators, applicable service level agreements and the customer service function core values.
• Leverage deep understanding of specific customers, processes/systems and act as an issue point of contact for any verbal or written form of enquiries from external customers and internal customers from the bp Business and third parties. These customers will include local operations, haulers and governmental authorities (e.g. tax inspectors, customs agents, chamber of commerce, etc.) as well as 3rd parties.
• Interact with customers in a professional, friendly and efficient manner and raise concerns about meeting service levels or deadlines.

Proactively resolve customer issues (working with other teams as appropriate):

• Take ownership and resolve raised telephone and written customer issues
• Route issues to Lubricants where appropriate for investigation/resolution
• Raise activities that are not actioned by assignees

Provide customer service via phone and email to support activities including:

• Order processing and order fulfilment
• Sales order tracking
• Monitor supply outages and react accordingly for incoming and existing orders
• Complaint resolution, identification and management of complaint root causes

Log, assign and track progress of queries and customer requests from receipt to completion ensuring data is accurately entered and maintained in all customer service and data collection systems.

Support FBT activities through immediate triage, partner concern (high risk customer issues - financial, legal, reputation), resolution or logging and forwarding of customer inquiries / issues.

Service Management & Continuous Improvement

• Manage and maintain customer expectations, referencing pre-established service level agreements where applicable.
• Make recommendations on existing knowledge base documents and identify knowledge gaps.
• Build and maintain strong relationships with both the customer and internal business partners through the provision of timely, accurate and high quality service.
• Highlight process gaps and inefficiencies; proactively seek solutions to increase productivity and / or level of service provided.
• Perform user acceptance testing in service center technology and ERP systems to help ensure effective enhancement execution.

Requirements

• College or University Degree in Logistics, Supply Chain, or equivalent.
• Relevant educational background or equivalent experience
• Proven experience in export operations/management and customs (3 years+)
• Excellent knowledge of Incoterms
• Extensive knowledge of all documents related to International Trade (B/L, EUR1, COO, customs documents)
• Legal knowledge of customs, ADR and Excise goods
• Advanced level of the English language, both oral and written
• Able to meet deadlines through good time management and allocation of priorities
• Good balance of general customer service skills and knowledge of the distribution industry
• Strong service orientation - demonstrating the ability to set and maintain high standards of customer service, actively looking for ways to satisfy the customer
• Excellent team member encouraging and respecting the contribution of others and proactively sharing information and ideas
• Strong interpersonal skills with an awareness of different cultures within the customer base, team and organization
• Must demonstrate a strong understanding of customers’ needs / behaviours
• Excellent written/oral communication skills and ability to build effective working relationships
• Strong problem-solving skills
• Highly motivated
• Experience using SAP and/or Sales Force and MS Office application

Why join our Team?

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 crafting an inclusive environment in which everyone is respected and treated fairly.

Reinvent your career as you help our business meet the challenges of the future. Apply now!

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, Commercial Acumen, Communication, Creativity and Innovation, Data Analysis, Decision Making, Digital Fluency, Integration, Managing strategic partnerships, Research and insights, Risk Management, Stakeholder Engagement, Stakeholder Management, Sustainability awareness and action

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.