Logistics & Customer Experience Specialist

**About Lubrizol**
The Lubrizol Corporation, a Berkshire Hathaway company, is committed to enabling a sustainable future. Our unmatched science unlocks immense possibilities at the molecular level, driving sustainable and measurable results to help the world Move Cleaner, Create Smarter and Live Better. Our solutions are used by people every day, improving billions of lives around the world.

**PURPOSE**:

- To ensure the delivery of our products to customers is in a cost effective and reliable manner.
- To be the focal point for a designated group of customers, and ensure effective communication to the customer, to the commercial organization and between supporting departments.

**RESPONSIBILITIES / ACCOUNTABILITIES**:
**Logistics**:

- Responsible for all logistics operations in AU from warehouse (WH) management, road transport, import and export operations including but not limited to finished goods, raw material, packaging, sample etc. for both divisions.
- Manage vendors’ performance to ensure the reliable services provided to business divisions. Closely monitor the work capacity and efficiency on customs clearance, container & ISO tank loading and unloading to avoid demurrage and detention charges.
- Manage and optimize processes for all logistics related activities in SAP.
- Verify the logistics service bills incl rates and factual verification to ensure the cost is being charged accurately before receiving into SAP for payment processing.
- Supervise and monitor the performance of WH service providers to ensure all WH activities are carried out properly and safely with all HSES regulations and guidelines strictly followed.
- Ensure that the 3PL operation manuals are up-to-date, controlled, revised according to business needs.
- Owns the logistics performance metrics in the responsible area. Investigate, analyze the deviations, and identify actions / measures to close the gap and make the continuous improvement.
- Set up and implement vendor management programs in terms of standards, KPIs and escalation process etc. Engage 3PLs from issue resolving to systematic win-win solutions.
- Service provider screening and evaluation based on Lubrizol requirements and standards. Ensure the logistics operation (all modes) is fully compliant with global & local, external and internal applicable regulations.
- Continuously improve logistics process efficiency and resiliency through logistics automation and digitization. Actively involve in the regional/global supply chain and logistics projects.

**Customer Experience**:

- Collect and process customer orders in the Lubrizol order management system (mostly SAP). Keep track of order status and communicate progress adequately to both internal and external customers.
- Control of product prices and increments and proactively co-ordinate the internal price records with the responsible pricing administrator.
- Comply with SOX requirements such as to ensure all goods shipped in a given month are invoiced in the same month.
- Coordinate transport orders towards LZ selected supplier for road, air, ocean freight related shipments following established processes, policies and tools.
- Issue relevant documents to facilitate the physical transportation of goods: Transport orders, shipping invoice, other required documents upon Customer Queries.
- Handle the coordination and response to all inquiries following established policies, processes and tools.
- Handle all customer complaints received directly from our customers or through other internal departments. The complaints will be for sales orders invoiced by Lubrizol and shall be handled within established expected response times and following established policies, processes, and tools.
- Commercial Samples: Process requests for free of charge commercial product samples with appropriate approvals and following established policies, procedures, and tools.

**REQUIREMENTS (Education, experience, and specific job requirements)**:

- Bachelor’s degree or above
- A min 3 years of hands-on logistics working experience
- Skilled on the SAP and office software.
- Experience in data analysis and project management
- Experience in supply chain organizations with customer focus is preferred
- Knowledge of international trade techniques is preferred
- Experience on chemistry industry is preferred

**COMPETENCIES**:

- Processing Details
- Evaluating Problems
- Structuring Tasks
- Creating Innovation

**#LI-KS1**

**Job Segment**:Logistics, Supply Chain, ERP, SAP, Supply, Operations, Technology