Title: Customer Experience Support. Job Location: Pune, India

Type of role: Graduate Intern Job Type: Temporary

Job Grade: Graduate Intern To provide service and support to Customers and Commercial Division and be a link between Internal and external customers. To perform and support supply chain operations for fulfilment of customer requirements and cost optimization efforts.

Responsibilities:

1. Communication

To execute this area of responsibility, the role is expected to coordinate among internal & external stakeholders to provide quality service to customers. Some activities and areas where the incumbent needs to contribute:
- They will coordinate and facilitate communication between the different GBU's and provide a singular response to the customer.
- Providing effective response to Customer orders, enquiries, problems to ensure complete Customer Satisfaction
- Creating and maintaining customer, sales, and other departmental links to promote co-operation, professional communication and good customer service.
- Inform the manager of problems which could have impacts on the department, Customers or the Organization.
- Keep internal customers informed on all the developments for smooth running of business.
- Lead on continuously improving customer delight and value addition to Lubrizol.

1. Order Processing

To execute this area of responsibility, the role is expected to
- Receiving purchase orders from customers, processing local sales orders into the system. For import orders inform global counter parts as per sourcing location.
- Provide Order confirmation and material availability date to customers.
- Give necessary feedback on the progress to both internal and external customers.



Keep track of and when necessary expedite orders through the supply chain.
- Sending samples to customers as per request from commercial team
- Co-ordinate with the commercial team to maintain the inventory and work with plant /sample warehouse team to ensure timely delivery.
- Invoicing: Ensure all goods shipped in a given month are invoiced in the same month (Subject to change)

- Coordinate service providers activities
- Process orders as per SLA defined to satisfy customers and build credibility.
- Create and keep Customer/specific documentation and job aids up to date
- Create, check and send commercial documents (inspection documents, certificate of origin, packing lists, certificate of analysis)
- Analyze Letter of credit terms and coordinate documentation as required
- To coordinate with warehouse team to process sales return orders on need basis
- To coordinate with OTC team to process Credit/Debit note with necessary approvals on need basis
- Handling Non Technical Assistance request for providing various regulatory documents requested from customer.

1. Management Reporting

- Regular review of Open order report with commercial team
- Report monthly sales report to all stake holders
- Report customer complaint and its closure report

Requirements:

Education:

- Bachelor’s degree in a relevant field such as Business Administration, IT, Supply Chain Management, or related discipline, or equivalent relevant experience in customer service or sales support

Experience:

- Good written and verbal communication skills.

Skills, Competencies

- Customer Focus
- Collaboration
- Effective Communication
- Business process acumen
- Engage and influence

📌 Graduate Trainee-Customer Experience (Pune)
🏢 Lubrizol
📍 Pune