Overview
Sales & Customers Operations Specialist - France & Benelux at bp. Our purpose is to deliver energy to the world, today and tomorrow. bp focuses on discovering, developing, and producing oil and gas, and aims to be a net zero company by 2050 or sooner.
Responsibilities
* Assume operational responsibility for sales enablement in the execution of sales support activities that enable end-to-end customer management processes (Lead to Contract, Order-to-Cash, Aftersales, Customer Service Offer) across applicable market sales channels (workshops, industrial, retail, e-commerce, bikes, FF, CV).
* Collaborate with the market Lead-to-Contract Specialists to ensure a smooth end-to-end customer journey and enhance customer experience.
* Integrate cross-functional activities to provide a high-quality customer experience, improve sales force effectiveness, and enable efficient interfaces between sales, customer service, supply chain and the customer.
* Provide comprehensive support to the front-line market sales team; engage regularly with sales managers and customers to deliver the customer service offer.
* Develop local customer service offers aligned with global/regional frameworks and lead the coordination and implementation in the market.
* Coordinate digital projects in markets (e.g., Castrol Shop, Business Networks, EDI, Circularity) and other business/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 to ensure safe, reliable and compliant operations.
GBS and Continuous Improvement Accountabilities
* GBS performance management (SLAs) for the market and tracking of customer management KPIs defined annually.
* Manage escalations for complex customer issues raised via Sales/GBS Customer teams.
* Identify and implement continuous improvement initiatives in line with global/regional frameworks; drive automation opportunities in customer management to improve efficiency and reduce workload.
Education and Experience
* University degree or equivalent experience desirable.
* Operational business experience, ideally in B2B and B2C; experience in sales and customer management is desirable.
Skills & Competencies
* Good understanding of the Lead to Cash process and systems.
* Good understanding of digital tools and systems (e.g., SAP, Salesforce, Castrol Shop).
* Language skills as applicable for the market; fluent in English is essential for internal and external communication; fluent in French is essential to support customer operations in France and French-speaking regions.
* Excellent interpersonal skills; agility, analytical thinking, process improvement, commercial acumen, communication, conflict management, creativity and innovation, customer-centric thinking, digital fluency, resilience, sustainability awareness and action, workload prioritization.
Other Competencies
* Internal Functional Navigation in service of the customer – Skilful
* Deliver an effortless customer experience – Skilful
* Customer Promise Execution – Skilful
* Using Operational Tools to drive customer experience – Skilful
* Customer Relationship Management – Skilful
* Offer & Product knowledge – Skilful
Why join our team?
bp offers an excellent working environment and employee benefits, including an inclusive culture, work-life balance, learning and development opportunities, life and health insurance, medical care, and other benefits. We are committed to diversity and an inclusive workplace where everyone is respected and treated fairly. Benefits may include flexible working options and modern office collaboration spaces.
Travel and Other Details
Travel up to 25% is expected with this role. This role is not eligible for relocation. This position is a hybrid of office/remote working.
Legal Disclaimer
We are an equal opportunity employer and value diversity. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, socioeconomic status, neurodiversity, veteran status or disability status. Individuals with an accessibility need may request an adjustment related to bp’s recruiting process. If you are selected for a position, employment may be contingent upon adherence to local policy, including pre-placement drug screening, medical review, and background checks.
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