Export Administrator

About the role

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 vital 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 Administrator 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 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 aligned 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. Functional 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 function core values. Leverage deep understanding of specific customers, processes/systems and act as an issue 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, haulers and governmental authorities (e.g. tax inspectors, customs agents, chamber of commerce, etc.) as well as 3rd parties. 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): Take ownership and resolve raised telephone and written customer issues Route issues to Lubricants where appropriate for investigation/resolution Raise activities that are not actioned by assignees Provide customer service via phone and email to support activities including: Order processing and order fulfilment Sales order tracking Supervise supply outages and react accordingly for incoming and existing orders Complaint resolution, identification and management of complaint root causes Log, assign and supervise 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 FBT activities through immediate triage, partner concern (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 p

Benefits

Additional Information

Entity: Finance Job Family Group: Business Support Group Job Description: Our purpose is to deliver energy to the world, today and tomorrow. For over 100 years, bp has focused on discovering, developing, and producing oil and gas in the nations where we operate. We are one of the few companies globally that can provide governments and customers with an integrated energy offering. Delivering our strategy sustainably is fundamental to achieving our ambition to be a net zero company by 2050 or sooner. 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.

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