Entity:

Customers & Products

Job Family Group:

Business Support Group

Job Description:

Are you ready to join a team that’s driving the future of lubricants & beyond and setting new industry standards? Discover how our diverse and passionate people at Castrol are shaping the industry – and how you can be part of this journey.

We’re seeking versatile experts who share our passion for innovation and excellence. Bring your outstanding perspective, collaborative spirit, and challenge our thinking as we continue to lead the way in the lubricants' market & build businesses beyond lubricants. This is your chance to learn, grow, and thrive in a dynamic and inclusive organization.

Apply now!

Castrol is a global leader in lubricants and part of the bp Group, one of the world’s largest energy companies. In India, Castrol is a publicly listed company, leading in the Automotive, Industrial, and Marine lubricant sectors. With iconic brands, steadfast innovation, strong customer relationships, and a team of highly motivated employees, we have maintained our market leadership in India for over a century. Our robust manufacturing and distribution network in India helps us reach consumers through more than 135,000 outlets.

At Castrol, success knows no bounds. We offer a fast-paced learning environment where you can develop your career, whether in specialized functions or on a general management track. Castrol India has a proud legacy of championing top talent for leadership roles, both locally and globally.

We are currently looking for Customer Operations Specialist – India based at Mumbai with details mentioned below.

Let me tell you about the role!

The role is responsible for driving operational excellence and customer satisfaction for all of Castrol India Limited through a variety of responsibilities, including order management, customer master management, customized offer management, special price management, and ownership of other critical sales operation processes. A major focus is on handling digital products like Yukti, the Castrol India Chatbot, which supports both customers and internal teams. The role defines and drives Yukti’s product strategy to align with business goals and deliver measurable value. Close collaboration with the sales team is crucial to ensure Yukti meets sales objectives and enhances customer engagement. The position also provides backend support and data-driven insights to help the sales team make informed decisions. Strong digital and analytical skills are required to ensure Yukti’s platform is scalable, robust, and well-integrated with other systems.

Excellent communication and cross-functional coordination are key, especially when working with sales, supply chain, and finance teams. The role is instrumental in driving the adoption of digital tools like Yukti and self-service portals among customers and stakeholders. By enabling digital transformation, this position supports the sales team in achieving business growth and delivering superior customer service. Ultimately, the role serves as a liaison technology and sales, ensuring seamless operations and a customer-centric approach.

What you will deliver

Order Processing

• Handling the call center order processing team
• Handle all order processing systems for Castrol (B2B, B2C, Ecom, Industrial segments)
• Coordination and interaction with finance, control, sales, supply chain & marketing teams
• Designing and implementing new ordering processing and portals for all channels
• Working on implementing new technologies like Robotic order processing system etc for ordering system.
• Handle Internal/External Audit for ordering, trade & channel initiatives along with CSM
• Promote and support customer migration to the self-service order portal.

Communications & query management

• Provide timely dispatch confirmations and delivery updates via Keris Portal.
• Address customer queries related to order status, delivery timelines, and discrepancies.
• Drive adoption of TMS portal
• Coordinate with warehouse and logistics teams to resolve order punching-related issues.
• Analyze top reasons for disputes and returns and take corrective action

JDE Customer Master Management

• Handling Customer master updating in keris for internal and external stakeholders in system (Keris/JDE)
• Handling customer setup and mapping for new codes/revisions in keris
• Updating Special prices in keris to ensure smooth billing as per agreements with customer and business.

IWS WBC central calculations

• Claims management - ensure claims are cleared on time and within budgets for claim management of all B2C and B2B claims from distributors, modern trade etc.
• Ensure smooth functioning of all systems which help in claims management and ordering systems.
• Responsible for timely updating of claim tracking systems & visibility to stakeholders.
• Sales support resources back-end management.
• Support Customer Services Manager in data analysis & decision making.

Digital product management – Yukti, Castrol Chatbot

• Handle Castrol India Chat bot end to end
• Strategic Vision & Roadmap: Define and implement product strategy aligned with business goals.
• Customer-Centric Design: Deliver intuitive, personalized experiences for diverse user segments.
• Technical & Data Competence: Ensure platform scalability, integration.
• Stakeholder Collaboration: Drive cross-functional alignment and handle scope changes effectively.
• Agility & Innovation: Adapt quickly to market trends and continuously enhance product features.

What will make you successful

Education

• University degree or equivalent experience essential
• A post graduate degree would be value added

Experience

• 7-8 years of proven experience across sales, marketing and operations
• Experience of working in a matrix & geographically dispersed organization and proven leadership capability to drive effective integration of cross functional activities
• Deep understanding of the business processes, customers' expectations and current & future company strategy
• Strong knowledge of order management systems (e.g., JDE).
• Strong leaning agility to learn digital ways of working
• Excellent communication and customer service skills.
• Ability to handle multiple priorities and meet tight deadlines.
• Proficiency in coordinating with cross-functional teams.
• Analytical approach with a focus on process optimization

You will work with

The incumbent will need to work with a range of customers to deliver outcomes. Some of the critical stakeholders are called out below:

• External: Customers and a range of consultants and suppliers.
• Internal(local): Sales, Marketing, Finance, Supply chain, , Legal and Compliance.

Culture

bp believes in creating a culture that allows you to live our purpose, play to win while caring for others - and there is a huge focus on diversity equity and inclusion. We are a very open and respectful organization, where there is a lot of respect given to listening to all perspectives and hence people are encouraged to speak up, chip in at all levels irrespective of level or department.

The marketing team is a bunch of young and passionate individuals from varied backgrounds, and we thrive on being able to learn from each other as well as a lot of external orientation from the best in the industry. We deeply value partnerships especially with our sales colleagues and strongly believe in the power of igniting one team to be able to break barriers, challenge status quo and create new achievements.

Why join our team?

We support our people to learn and grow in a diverse and exciting 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.

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

Travel Requirement

No travel is expected with this role

Relocation Assistance:

This role is eligible for relocation within country

Remote Type:

This position is not available for 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 Service, Customer-Support, Customer Value Proposition, Digital Fluency, Resilience, Self-Awareness, 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.