Export administrator- German speaking

Job description

Role synopsis

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) 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 Admin role.

Export administrators are required to have a broad understanding of Customer Service processes to enable a high percentage of first contact resolution and will continually manage customer expectations through various contact channels.

Req ID

79755BR
Location

Hungary - Central - Budapest
Is this a part time position?

No
Relocation available

No
Travel required

No
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
Maintain freight costing data in SAP in order to ensure a correct estimation of logistics providers invoices

Functional

Execute 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 functions core values.

Leverage deep understanding of specific customers, processes / systems and act as an escalation 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, hauliers and governmental authorities (e.g. tax inspectors, customs agents, chamber of commerce, etc.) as well as 3 rd parties.

Interact with customers in a professional, friendly and efficient manner and escalate concerns about meeting service levels or deadlines.

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

·  Take ownership and resolve escalated telephone and written customer issues
·  Route issues to Lubricants where appropriate for investigation/resolution.
·  Escalate activities that are not actioned by assignees.
Provide customer service via the internet, phone, fax 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 GBS activities through immediate triage, escalation (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 centre technology and ERP systems to help ensure effective enhancement execution.

About BP

Our business is the exploration, production, refining, trading and distribution of energy. This is what we do, and we do it on a truly global scale. BP operates with business activities and customers in more than 80 countries across six continents. Every day, we serve millions of customers around the world. We are continually looking for talented, committed and ambitious people to help us shape the face of energy for the future.
Application close date

06-Sep-2017
Sub-category

Customer Services
Job category

Customer Services
Countries (State/Region)

Hungary
Essential experience and job requirements

Excellent knowledge of Incoterms.

Comprehensive knowledge of all documents related to International Trade (B/L, EUR1, COO, customs documents).

Legal knowledge of customs, ADR and Excise goods.

Base knowledge of P2P and Freight Costing processes.

Knowledge of Atlas is an advantage.

Intermediate level of the English language, both oral and written. Fluent in local language.

Active listening skills.

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 Siebel and MS Office application

Other Requirements (eg Travel, Location)

Following Trainings are required

BP Code of Conduct
Anti Bribery and Corruption (ABC)
International Trade Regulations (ITR)
Anti Money Laundering (AML)
Data Privacy – Initial training
Conflicts of Interest (CoI)

Basic understanding of tax and legal logistics regulations

Basic understanding of financials andcommercial acumen – understanding the impact of decisions on transport costs, such as mode of transport, capacity utilisation.

Ensures standard document control policy and procedures are adhered to in handling and managing all inbound documentation

Drives export order management and fulfilment process to ensure products are delivered to the customers with proper documentation in a timely manner

Regularly tracks and resolves outstanding issues and introduces continuous improvements measures

Uses customer knowledge to anticipate and follow up on potential and existing customer concerns and finds solutions to proactively resolve/prevent them

Drives cross-functional collaboration to ensure consistent and high quality customer service at all times

Is aware of the compliance requirements associated with various types of non-financial risks and applies within own area of work

Uses preventive risk assessment and analysis procedures to track and report potential risks/non-compliance

Desired profile

Essential Education

n/a
Desirable criteria and qualifications

Fluency in German and intermediate in English