Customer Experience Representative

Job Posting

Shape the Future with Us. At Lubrizol, we’re transforming the specialty chemicals market through science, sustainability, and a culture of inclusion. As part of our global team, you’ll be empowered to make a real impact—on your career, your community, and the world around you.

General

Job Type: Full-time / On-site (4 days in office, 1 from home)

How You’ll Make an Impact

As a Customer

Experience

• Representative you'll be at the forefront of our innovation, driving specialty chemical solutions forward. You'll collaborate with a diverse group of passionate individuals to deliver sustainable solutions to advance mobility, improve wellbeing, and enhance modern life.

• As a Customer

Experience

• Representative, you are the interface between the customer and the business value chain partners, delivering exceptional service to our customers. You provide solutions to the customer while managing operational needs and collaborating closely with functional partners (manufacturing, marketing, supply chain, etc.) to meet company objectives.

In this role, you will:

Customer Engagement & Issue Resolution

• Respond to customer inquiries through designated channels in a timely, professional, and courteous manner
• Handle moderately complex customer inquiries and resolve escalated issues promptly, ensuring a positive experience.
• Support Account Managers by participating in select customer meetings and providing insights that align with long-term strategies.
• Gather and share customer feedback to improve inventory management and enhance satisfaction within assigned programs.
• Identify and resolve order or shipping exceptions, performing root cause analysis to prevent recurrence.

Order Management & Process Coordination

• Executes the order entry process and manage the order fulfillment process.
• Proactively communicate with customers to confirm details, resolve issues before escalation, and ensure timely delivery.
• Coordinate with cross-functional teams (logistics, procurement, operations, etc.) to resolve issues impacting customer satisfaction.
• Ensure adherence to company policies, trade compliance, and documentation standards.

Process Improvement & Collaboration

• Track and report on key metrics (order accuracy, complaint resolution, process efficiency), sharing insights to improve individual performance
• Participate in continuous improvement initiatives to enhance customer experience and operational efficiency.
• Contribute to process optimization projects, updating SOPs and suggesting enhancements.
• Participate in training sessions and cross-functional teams to broaden capabilities.

Required Qualifications that Enable Your Success

• Bachelor’s degree in a relevant field such as Business Administration, Supply Chain Management or related discipline, or equivalent relevant experience in customer service or sales support.
• 2+ years of customer service experience, preferably in supply chain or logistics.
• Strong communication skills and ability to manage complex cases.
• Proficiency in CRM systems, ERP platforms, and Microsoft Office Suite.
• Analytical mindset with ability to interpret data and recommend solutions.
• Demonstrated ability to work independently and lead by example.

Preferred Qualifications that Drive you Forward

• Experience with process improvement or continuous improvement methodologies (Lean, Six Sigma).
• Familiarity with advanced supply chain concepts and systems.
• Ability to manage multiple priorities and meet deadlines in a fast-paced environment.

Key Competencies

• Proactive customer advocacy
• Digital innovation and adoption
• Process improvement mindset
• Analytical thinking
• Mentorship and teamwork
• Adaptability and resilience

Functional

Skills

• Needed

• Building Customer Relationships - Proactively build and maintain strong relationships with high-priority customers by anticipating their needs and delivering tailored solutions. Take ownership of escalated issues, applying advanced interpersonal skills to restore confidence and ensure loyalty. Act as a trusted advisor by understanding customer business drivers and aligning support strategies to meet their objectives.

• Establishing Customer Value & Interaction Excellence - Deliver exceptional customer value by executing advanced service practices and leveraging feedback to continuously improve processes and experiences. Independently apply conflict resolution frameworks, such as the HEAT model, to resolve complex issues effectively. Proactively identify opportunities to enhance customer ROI through engagement and tailored solution recommendations, ensuring long-term satisfaction and partnership growth.

• Broadening Business Value - Expand business impact by uncovering underlying customer needs and identifying cross-functional solutions beyond immediate requests. Influence decision-making by clearly articulating value propositions and promoting strategic paths forward. Collaborate closely with sales and supply chain teams to maximize the effectiveness of customer interactions and drive meaningful business outcomes.

• Data Analysis and Interpretation - Independently extract, standardize, and analyze data from multiple sources such as SAP and CRM to identify trends and deliver actionable insights that enhance customer experience and operational efficiency. Prepare clear, data-driven reports and dashboards to support leadership decision-making and strategic planning.

• Supply Chain Management - Coordinate complex order fulfillment processes to ensure compliance and timely delivery, while managing documentation for international shipments and regulatory requirements. Collaborate with logistics and procurement teams to resolve supply chain disruptions and optimize workflow for seamless operations.

Your Work Environment

At Lubrizol, we’re committed to providing a safe, inclusive, and empowering environment where you can do your best work—whether