Overview
Join to apply for the Sales & Customers Operations Specialist - France & Benelux role at bp.
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 aim to be a net zero company by 2050 or sooner.
The role holder assumes operational responsibility for sales enablement in the execution of sales support activities in the market that enable operational delivery of key customer management processes end-to-end (Lead to Contract, Order-to-Cash, Aftersales, Customer Service Offer) across applicable market sales channels (workshops, industrial, retail, e-commerce, bikes, FF, CV). This role works closely with the market Lead-to-Contract Specialists to enable a smooth end-to-end customer journey and enhance our customer experience.
Responsibilities
* Manage the effective integration of cross-functional activities that impact the customer experience, improving sales force effectiveness and efficiency, and enabling an efficient cross-functional interface between sales, customer service, supply chain and the customer.
* Provide comprehensive support to the front-line market sales team, engaging regularly with sales managers and customers to deliver our customer service offer.
* Develop local customer service offers in line with global/regional frameworks, including coordinating and implementing global/regional service offer frameworks in the market.
* Coordinate digital projects in markets (e.g., Castrol Shop, Business Networks, EDI, Circularity) and other customer project implementations in clusters/markets.
* Execute customer communications in the market.
* Support tender/offer preparation for new customers and renewals for the market.
* Support internal/external audits relevant to ensure safe, reliable and compliant operations.
GBS Customer Relationship Accountabilities
* GBS performance management (SLAs) for the market.
* Performance tracking of customer management KPIs relevant to the market, as defined annually.
* Managing escalations for complex customer issues raised via Sales/GBS Customer teams.
Continuous Improvement Accountabilities
* Identify and implement continuous improvement initiatives in the market, aligned with global/regional frameworks and processes.
* Identify and drive automation opportunities in customer management activities to improve efficiency and reduce workload.
Education
* University degree or equivalent experience desirable.
Experience
* Operational business experience, ideally in B2B and B2C businesses.
* Experience in Sales and Customer management is desirable.
Skills & Competencies
* Good understanding of the Lead to Cash process and systems.
* Good understanding of our digital tools and systems (e.g., SAP, Salesforce, Castrol Shop).
* Relevant language skills as applicable for the market:
o Fluent in English is essential for internal and external communication.
o Fluent in French is essential to support customer operations and stakeholder engagement in France and French-speaking regions.
* Excellent interpersonal skills for effective internal and external interactions.
* Agility core practices, analytical thinking, business process improvement, commercial acumen, communication, conflict management, creativity and innovation, customer centric thinking, digital fluency, resilience, sustainability awareness and action.
Competencies
* Internal Functional Navigation in service of the customer – skilled.
* Deliver an effortless customer experience – skilled.
* Customer Promise Execution – skilled.
* Using Operational Tools to drive customer experience – skilled.
* Customer Relationship Management – skilled.
* Offer & Product knowledge (strong understanding of our Customer & Product Portfolio) – skilled.
Why join our team
At bp, we provide an excellent working environment and employee benefits, including an open and inclusive culture, great work-life balance, learning and development opportunities, life and health insurance, and a medical care package.
We support our people to learn and grow in a diverse and exciting environment. We are committed to crafting an inclusive environment where everyone is respected and treated fairly. We offer benefits to help work fit with life, including flexible working options and collaboration spaces in a modern office environment.
Apply now!
Seniorities and Employment
* Seniority level: Entry level
* Employment type: Full-time
* Job function: Sales and Business Development
* Industries: Oil and Gas
There are many aspects of our employees’ lives that are significant, so we offer benefits to enable your work to fit with your life.
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