Entity:
Finance
Job Family Group:
Business Support Group
Job Description:
We are a global energy business involved in every aspect of the energy system. We are working towards delivering light, heat and mobility to millions of people, every day. We are one of the very few companies equipped to solve some of the big complex challenges that matter for the future. We have a real contribution to make to the world's ambition of a low carbon future. Join us, and be part of what we can accomplish together. You can participate in our new ambition to become a net zero company by 2050 or sooner, and to help the world get to net zero.
In Hungary, we operate bp’s Global Business Services organization which is an integrated part of bp. Our people want to play their part in solving the big complex challenges facing our world today and, guided by our bp values, are working to help meet the world’s need for more energy while lowering carbon emissions. In our offices in Budapest and Szeged, we work in customer service, finance, accounting, procurement, HR services and other enabling functions – providing solutions across all of bp. Join our team, and develop your career in an encouraging, forward-thinking environment!

Would you like to discover how our diverse, hardworking people are leading the way in making energy cleaner and better – and how you can play your part in our world-class team?

Join our Team and advance your career as a

Premium Account Customer Service Representative (Afternoon hours)

In this role You will:

Establish informed & engaged customer relationships to increase the customer experience across the Order Management Process and ensure delivery of Premium Services.
Perform proactive account management through laid out operational that includes the review of daily reporting and prioritization through research and problem solving as required to ensure efficient and timely order management (i.e. Incomplete Log, Delivery Blocks, Credit Blocks, Billing Blocks, IDOC errors).
Influence customers to follow order management guidelines; in on-time, no changes after 24 hours and accurate order submission that enables efficient operational delivery of product within the RDD time.
Manage & effectively respond to Premium Account inquiries in accordance with current SLA /KPI and liaise with other areas of the business towards effective and informed responses.
Effectively manage and respond to customer order issues by working with key partners to get to a positive resolution. This includes performing root cause/investigate into the reason for missed premium service levels and work to recommend and implement a solution for preventative measures.
Assist and lead on issues related to order requirements, pricing, quantity or shipment discrepancies, etc. Initiate a formal customer complaint procedure if necessary, that identifies corrective actions with a root cause analysis.
Contribute to IFOT through the daily monitoring and utilization of the Electronic Back Order Report (EBOR) by performing proactive communications to customers to deliver effective order management and reduce issues.
Proactively review the Open Order Report for orders with an upcoming RDD within 2-5 days, ensuring ATP is complete with a delivery created and no blocks.
Present premium account portfolio status to the business as required and participate in business required meetings.
Demonstrate a performance culture by contributing to the Balanced Scorecard metrics and provide input to business insights on delivery achievements and gaps.

We have the following requirements:

High level of proficiency in English
Experience in Customer Service or in an other relevant customer facing role
Demonstrated excellence understanding of customers’ needs / behaviours and also customer specific requirements
Excellent written/oral communication skills and ability to build effective working relationships
Strong understanding of end to end order to cash process included customer specific requirements is good to have
Strong time management, organisation and solving skills
Highly motivated, self-reliant and proactive approach
Experience using SAP and/or Siebel and MS Office application
Senior customer management skills
Willingness to work an afternoon shift to cover US working hours

At bp, we provide the following environment & benefits to you:

Different bonus opportunities based on performance, wide range of cafeteria elements
Life & health insurance, medical care package
Flexible working schedule: home office up to 3 days / week, based on team agreement
Opportunity to build up long term career path and develop your skills with wide range of learning options
Family friendly workplace e.g.: Extended parental leave, Mother-baby room
Employees’ wellbeing programs e.g.: Employee Assistance Program, Company Recognition Program
Possibility to join our social communities and networks
Chill-out and collaboration spaces in our beautiful Budapest Agora and Szeged offices e.g.: Play Zones, Office massage, Sport and music equipment
Assets like phone for private usage and company laptop are provided from the first day of employment with other equipment if requested

bp Hungary won the Most Attractive Employer 2023 Award, based on the Pw C annual research. Come and join us!

Disclaimer: Please note that, according to Hungarian law (2012/I. 113. §), Mothers or single parents caring for a child under three years of age cannot be employed in night shift positions.

Travel Requirement
Some travel may be required with this role, this is negotiable
Relocation Assistance:
Relocation may be negotiable for this role
Remote Type:
This position is a hybrid of office/remote working
Skills:

Legal Disclaimer:

We are an equal opportunity employer and value diversity at our company. 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/neurocognitive functioning, veteran status or disability status. Individuals with an accessibility need may request an adjustment/accommodation related to bp’s recruiting process (e.g., accessing the job application, completing required assessments, participating in telephone screenings or interviews, etc.). If you would like to request an adjustment/accommodation related to the recruitment process, please contact us.

If you are selected for a position and depending upon your role, your employment may be contingent upon adherence to local policy. This may include pre-placement drug screening, medical review of physical fitness for the role, and background checks.