Entity:

Customers & Products

Job Family Group:

Business Support Group

Job Description:

This role is part of the BP organization supporting the Castrol Lubricants business for the Global Marine and Energy sectors (GME).

The Customer Operations team is responsible for delivering an exceptional customer experience by coordinating day-to-day service delivery, sales execution, and operational processes. This role serves as a key relationship manager between Sales, Marketing, Global Supply Chain (GSC), Customer Service (CS) and other support functions, ensuring uninterrupted service by resolving complex order and delivery issues called out from other teams. It requires effective collaboration across countries, regions, and functions to maintain seamless operations.

The role supports the business managing a diversity of operational scenarios and performance through:

• Project management lead and participation supporting local or global driven initiatives.
• Performance and data analysis to identify and implement continuous improvement initiatives.
• Incident management.
• Problem solving.
• Standardization.

Job Summary

• Evaluates the level of services offered to the customers, identifying areas of concern and recommending the right actions using the performance indicators from the supporting operational areas and processes.
• Represents the Business Operations function on the country or region assigned in scope. Communicates with sales (Marine and Energy) and GSC, being the focal point for dispute resolution. Networks issues within Customer Operations, trying to achieve consensus among the team and elevates, where appropriate.
• Reports and interfaces on a regular basis with the Regional Operations Manager. Ensures that the GME strategic directions are implemented on a local level, proposing ways of adapting the strategy to the country/area business environment. Works closely with FBT (Customer Service and supporting functions) ensuring that OM team capabilities are aligned with the strategy requirements. Acts as a first point of reference in case of local issues, offering support to resolve them and decides on critical issue. Resolves technical issues in order management prior to customer concern.
• Based on pre-agreed processes and frequency, works closely with FBT to set relevant KPI’s for the OM teams, and reviews OM performance and compliance.
• Builds up strong relationships with key customers through joint visits with account managers.
• Ensure the team delivers as per our customer service agreement in all respects and take prompt corrective action to deal with unforeseen circumstances, e.g., product contamination, change in delivery transport or unavailability of product when consulted by the OMs.
• Support the demand to supply planning for the channels working with the GSC demand planning team optimizing the sophisticated and conflicting relationship between delivering the customer offer whilst optimizing logistics and working capital costs.
• Support Sales with timely events input and recommendation to build the robust assumption for sales forecasting.
• Support the GSC demand planning team with timely sales events input to maintain the correct stock levels to meet customer’s needs, as measured by IFOT, while developing mitigation plans to reduce working capital and avoid slow moving and obsolete stock (SLOB).
• Together with FBT, accountable for KPIs that track customer satisfaction within the Order to Cash process.
• Responsible in ensuring uninterrupted customer service by managing complex orders/deliveries that are referred to the team for resolution. Ensure that relevant processes & procedures are updated and implemented in the area, as appropriate.
• Lead in ad hoc projects and provide advice on project feasibility, time and resources required to complete project workload from operations coordination lens.
• Act as a focal point for all the areas for the development and implementation of key processes and procedures, aiming to optimize customer service and operating practices, costs and services offered to customers. Supporting the business and customer needs through the Competitor Assist program to procure and supply products from outside when not available in-house.
• Facilitate airfreight requests to ensure that we are meeting customer requirements while looking to challenge the need for airfreight through process improvements and better coordination with GSC where relevant.
• Investigate all customer complaints or non-conformances logged in the customer complaint system & their timely resolution. Identify recurring trends and work with GSC to implement effective corrective actions.
• Lead initiatives on analysis, control, and reduction of logistics costs (e.g., rushed orders reduction, port optimization etc.).
• Coordinate all aspects of implementation, together with GSC, for changes to GME customer offers, ranging from new product launches and deployment to delivery, lead times, sourcing and other logistic related changes.
• Act as response team member for crisis / continuity management, with accountabilities consistent with relevant response plans and as assigned by the response team leader.
• Lead initiatives on analysis, control, and reduction of logistics costs (e.g., rushed orders reduction, port optimization etc.).
• Coordinate all aspects of implementation, together with GSC, for changes to GME customer offers, ranging from new product launches to delivery lead time changes etc.
• Identify and resolve operational issues, making informed decisions, and escalating issues as appropriate.
• Work in collaboration with the Marketing team to update and maintain the GME offer (DMS) for the region in scope.

Qualifications

Education

Minimum Graduate level qualification in International Business Administration, Supply Chain Operations, Industrial Engineering or other relevant to the job description and requirements.

Experience required

• At least 6-8 years in global or regional supply operations, demand processes and direct or indirect customer service experience.
• Project management and process optimization experience is required.
• Understanding of international shipping, logistics, customer operations in global oil & gas markets and global dynamics, Trends, and regulatory environment desirable. Lubricants or Fuels business for the Marine and or Energy industry experience is preferable.
• Trends and regulatory environment knowledge for the Marine and Energy sectors desirable. · Supervisory role experience desirable.

Skills & Competencies

• Excellent proficiency in English and Spanish is required. (Reading, Writing, Speaking).
• Uses resources and own networks to achieve goals and objectives.
• Proven abilities of dealing with and influencing multiple internal and external partners both within and outside the organization is essential for success in this role.
• High analytical and data interpretation skills
• Proficiency in Microsoft office and Power BI applications.

Work location & Shift pattern

Santa Fe offices - 7:00am to 3:00pm - Flexibility in working hours

Hybrid, 2 days remote and 3 days in the office (Tu/We/Th)

Why 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 ( https://exploreyourbenefits.com/landing.html) to enable your work to fit with your life. These benefits can include flexible working options, a generous paid parental leave policy, and excellent retirement benefits, among others!

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

Travel Requirement

Up to 10% travel should be 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, Agility tools, Business Acumen, Business Operations, Business process architecture, Business process control, Business process improvement, Communication, Data Management, Data visualization and interpretation, Decision Making, Demand Management, Design Thinking, Goal Setting, Influencing, Lean Practices, Managing change, Managing Performance, Project and programme management, Stakeholder Engagement, Stakeholder Management, Strategic Thinking, 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.