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DESCRIPTION
As a leading global energy company, we provide heat, light and mobility to customers worldwide. Across the bp landscape, we’re home to a range of brands across many areas of our industry. We’re investing in today’s energy system and helping build out tomorrow’s. So while we’re still in oil and gas, over the next decade we’ll become a different kind of energy company. We’re decarbonizing and diversifying our business, fundamentally transforming what we do so we can reach net zero by 2050 or sooner. We also have a strong mission to help the whole world reach net zero too – working across our industry to improve people’s lives.
It's an exciting time to join bp. Meeting the energy challenge requires many different approaches and solutions. And as part of Finance Business & Technology (FBT), you’ll be fully connected into the world of bp. You’ll play an increasingly important part within a network of like-minded colleagues partnering on strategic projects that stretch across the globe. And it starts with you. There’s a world of opportunities to build new skills, challenge yourself and grow a long-term career at bp. And no matter where you work, your role will have meaning, purpose and impact. So if you want to be part of a caring, supportive environment where you can realize your full potential, we’re with you.
Would you like to discover how our diverse, hardworking people are leading the way in making energy cleaner and better – and how you can play your part in our world-class team?
Join our Team and advance your career as an
Export administrator- French and English Speaking
Please be advised that this requisition is intended to build a talent pool for multiple vacancies with similar responsibilities and expectations.
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 Admin 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.
In this role You will:
- 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 functions core values.
- 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)
- Provide customer service via the internet, phone, fax and email to support activities
- 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 business activities through immediate triage, escalation (high risk customer issues - financial, legal, reputation), resolution or logging and forwarding of customer inquiries / issues.
- 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 inspire productivity and / or level of service provided.
- Perform user acceptance testing in service centre technology and ERP systems to help ensure effective enhancement execution.
REQUIREMENTS
What You will need to be successful:
- Relevant experience in export operations/management and customs (3 years +).
- Fluency in English AND French
- 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
- 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.
- 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
- Experience using SAP and/or Sales Force and MS Office application