Position Summary:
The Chevron Global Customer Service Center is a team of 400 Customer Service Center & Technology professionals, spread out in 17 countries across the globe which provides a cost-effective, effortless, and digitally enabled experience for our internal partners and external customers as they engage with Chevron across the globe.
Our Manila location is composed of 250 employees composed of supervisors, team leaders, subject matter experts and customer service representatives. We provide support to different regions where Chevron has a presence. Established in 2006 we pride ourselves in promoting the Chevron values of integrity, trust, diversity and inclusion, safety.
Key Responsibilities:
- Document all customers’ inquiries and update resolutions via Salesforce.com
- Perform high level of engagement to stakeholders through email communications and outbound calls for follow ups
- Full accountability and ownership of order tracking process / inquiries for Marketer Served Account (MSA) customers for North America Lubricants Business Unit
- Responsible for SAP order management system and Chevron Business Point (CBP) proficiency
- Collaborate effectively with all work teams based on customer workflow quality improvements (e.g., Direct Account Support, Customer Success, Ordering Journey, Marketer Accounts Support, and Pricing Team)
- Partners with Team Lead / Subject Matter Expert (SME) in Case Quality Review and provides feedback to other MSA Service Associates
- Act as critical processor as part of team’s business continuity process
- Analyzes customers’ problems related to order tracking concerns and offer potential resolutions
- Ensures all cases/issues are closed in a reasonable period as determined by service level agreement
- Initiates, leads, and participates in process improvement efforts (e.g., customer workflow improvement and process efficiencies) and other initiatives as per business requirements arise.
Required Education & Experience:
- Above average communication skills
- Experience in order management, supply chain, purchasing or procurement
- Bachelor’s Degree in Business or related course
- Experience in SAP system
- Can work with minimum supervision
- Highly reliable and team player
- Good eye for detail
- Willing to work on a night shift and holidays