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Customer Operations Coordinator - Iberia

Customer Operations Coordinator - Iberia

  • Location Spain - Central - Madrid
  • Travel required Yes - up to 10%
  • Job category Business Support Group
  • Relocation available No
  • Job type Professionals
  • Job code 136874BR
  • Experience level Intermediate
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Job summary

Responsible for managing the effective integration of cross-functional activities which impact our ability to provide a high quality customer experience to our customers, improving sales force effectiveness and efficiency, enabling an efficient interface between sales, customer service, supply chain and the customer.

Key Accountabilitites

  • Manage the effective integration of cross-functional activities which impact our ability to provide a high quality customer experience to our customers
  • Provide operational support for Business Development, Lead Generation and Validation (L2C)
  • Operational delivery of key customer management processes – Lead to contract(L2C), Order to Cash (O2C), Rebates management, Offer and Contract management, Customer Service Agreement
  • Customer setup – including ensuring E-Ordering (portal, EDI) is set up correctly and functioning at all times
  • Customer projects implementation in the market - including implementation of trade programs and customer offers
  • Tracking performance against the key operational metrics (CSA metrics) & drive continuous improvement
  • Customer communications execution in the market
  • Support tender/offer preparation for new customers and customer renewals for the market / channel
  • Work with other cross-functional teams to complete sales & customer support activities.
  • Manage escalations for complex customer issues raised via Customer Service in GBS
  • Support any internal/external audits relevant as required along with the rest of the customer operations team to ensure safe, reliable and compliant operation.
Skills & Competencies
  • Good understanding of the Order to Cash process and systems
  • Good understanding of our systems, in particular Salesforce, LCF, EDI Setups and E-Ordering Portal
  • Very good knowledge of SAP
  • Relevant language skills as applicable for the market
  • Internal Functional Navigation in service of the customer - Skilful
  • Deliver an effortless customer experience - Skilful
  • Customer Promise Execution - Skilful
  • Using Operational Tools to drive customer experience - Skilful
  • Sector Market & Competitor Understanding - Skilful
  • Customer Relationship Management - Skilful
  • Offer & Product knowledge (Strong understanding of our Customer & Product Portfolio) - Skilful
Education
  • University degree OR equivalent desirable
Experience
  • Operational business experience, ideally in B2B and B2C businesses.
  • Experience in Sales and Customer management is desirable

Customer Service Representative

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