Account Specialist (Customer Services & Order Management)📣 Job Ad

About LyondellBasell and the Account Specialist Role

LyondellBasell is a global leader in the chemical industry, dedicated to creating solutions for everyday sustainable living. With a legacy spanning nearly 70 years, including a Nobel Prize in Chemistry and proprietary MoReTec recycling technology, the company is committed to enabling a more sustainable future. We are seeking a full-time Account Specialist (Customer Services & Order Management) to join our team in Jeddah or Makkah, Saudi Arabia. This role is crucial in ensuring seamless customer operations and upholding our commitment to service excellence.

Role Overview

The Account Specialist serves as the primary point of contact for all customer-related issues, managing the accurate and timely execution of the entire order fulfillment process. This encompasses everything from order receipt and customer stock forecasting to coordinating product and transport availability, ensuring timely delivery, managing documentation, handling customer complaints, and overseeing invoicing. The role also involves participation in interdepartmental projects and training for new customer service staff.

Key Responsibilities

• Deliver high-quality service to customers in AFME by handling requests professionally and promptly.
• Act as the primary interface with Planning, Sales, Business, and Supply Chain to ensure efficient customer service.
• Develop strong relationships and an effective network with key stakeholders including customers, business, HR, SC, and Finance.
• Be responsible and accountable for resolving order-to-cash process problems and communicating effectively with all involved parties.
• Participate in projects, contributing experience, addressing issues, and challenging current practices.
• Serve strategic and important customers, including global accounts or distribution partners.
• Monitor KPI dashboards for the area of responsibility and implement corrective actions for deviations.
• Check the accuracy of Customer Master Data in the SAP system in liaison with the Master Data team.
• Become a Subject Matter Expert in a specific area.
• Adhere to all company policies and procedures.
• Actively contribute to process improvements by sharing best practices across offices.
• Follow the company policy on Product Risk Management, as well as directives and procedures from the LyondellBasell Product Stewardship Manager AP & AFMEI.
• Follow up on claims in accordance with the policy for product risk management.

Qualifications and Experience

• Education: University / College Degree preferred, or equivalent experience.
• Work Experience: Minimum of 5 years in Customer Service or a similar role with direct customer contact.

Required Competencies and Skills

Candidates should demonstrate strong interpersonal and professional skills, alongside specific functional expertise:

• Professional Competencies: Instills Trust & Exemplifies Integrity, Demonstrates Courage, Builds Effective Teams, Ensures Accountability, Drives Results, Collaborates, Cultivates Innovation, Customer Focus.
• Functional Skills:
  • 'Order to Cash' Process: Comprehensive understanding of the process, including differences between business units from forecast to billing, strong network with stakeholders, and good knowledge of SAP.
  • Quality Management: Solid knowledge of Quality Management Systems and the Quality Notification process; ability to handle, resolve, and monitor customer complaints professionally; participation in audits.
  • Problem Solving: Ability to analyze problems, detect root causes, and implement/monitor resolution tools.
  • Master Data: Understanding of SAP master data setup under responsibility and ensuring accuracy in collaboration with the Master Data team.
  • Credit: Understanding of customer-related financial coherences, liaison with FSS, credit, and tax, and informing Account Managers of issues.
  • Change Management: Adaptability to change, ability to facilitate and support new circumstances constructively, and capability to lead smaller projects.

Work Environment and Company Culture

LyondellBasell fosters a collaborative environment that prioritizes diversity, equity, and inclusion. We are committed to advancing good by focusing on our planet, the communities where we operate, and our future workforce. Join a team dedicated to addressing global challenges while generating value for customers, investors, and society.