Account Specialist; Customer Services & Order Management

Account Specialist (Customer Services & Order Management)

Lyondell Basell is a leader in the global chemical industry creating solutions for everyday sustainable living. With a nearly 70-year legacy that includes a Nobel Prize in Chemistry and our proprietary Mo Re Tec  recycling technology, LYB is enabling a more sustainable future for generations to come. LYB develops high-quality and innovative products for applications ranging from sustainable transportation and food safety to clean water and quality healthcare.

LYB places high priority on diversity, equity and inclusion and is Advancing Good with an emphasis on our planet, the communities where we operate and our future workforce. We're addressing the global challenges of ending plastic waste, taking climate action, and supporting a thriving society, while generating value for our customers, investors, and society.

Summary:

The Account Specialist manages the accurate and timely execution of the order fulfillment process for customers. The jobholder is the main point of contact for all customer related issues. This encompasses order receipt, customer stock forecasting, and coordination of product and transport availability, timely delivery, documentation, handling of customer complaints, and up to invoicing. Participates in interdepartmental projects and conducts the training for new customer service staff.

Note:

This is a one-year direct contract with LYB, renewable annually upon mutual agreement between the employer and employee.

• Deliver highest quality service to customers in AFME by handling customer requests in a timely and professional manner
• Act as primary interface with Planning, Sales, Business and Supply Chain in order to serve the customer in the most efficient and effective way
• Develops strong relationships with key stakeholders (customers, business, HR, SC, Finance, etc) and builds an effective network.
• Responsible and accountable for the resolution of order-to-cash process problems and effective communication to all involved parties
• Participate in projects. Bring in experience, address issues and challenge current practices
• Capable to serve strategic and important customers i.e. global accounts or distribution
• Monitor KPI dashboard for area of responsibility and take corrective actions in case of deviations
• Check accuracy of Customer Master Data in the SAP system in liaison with Master Data team
• Become a Subject matter Expert in a specific area
• Respects all policies and procedures and proactively "lives" them.
• Actively working on process improvements by sharing best practices with other offices
• Follow the company policy about Product risk management as well as directives and procedures from Lyondellbasell Product Stewardship Manager AP & AFMEI. Follow up of claims in guidance with the policy for product risk management.

Education:

University / college degree preferred or equivalent experience

IT capabilities (SAP, MS Office)

Work Experience:

Minimum of 5 years in Customer Service or similar role with customer contact

Competencies:

• Instills Trust & Exemplifies Integrity:
  Gaining the confidence & Trust of others through honesty, integrity & authenticity.
• Demonstrates Courage:
  Stepping up to address difficult issues, saying what needs to be said, acting with integrity, doing what is right.
• Builds effective teams:
  Building strong-identity teams that apply their diverse skills and perspectives to achieve common goals.
• Ensures Accountability:
  Holding self & others accountable to meet commitments.
• Drives Results:
  Consistently achieving results even under tough circumstances.
• Collaborates:
  Building partnerships and working collaboratively with others to meet shared objectives within and across functions.
• Cultivates Innovation:
  Creating new and better ways for the organization to be successful. Uses lateral thinking. Questioning the status quo.
• Customer Focus:
  Building strong customer relationships and delivering customer-centric solutions. Focuses on internal & external customers.

• 'Order to Cash' process – Understands the process in general and in particular the differences…