Order Manager

30 Oct 2016
20 Dec 2016
Oil and Gas
Contract Type
Full Time
Role synopsis
The post-holder is accountable for providing the customer's key point of contact when placing orders for International, Domestic Marine and Energy products and services. Helping to manage the customer relationship on behalf of International, Domestic Marine and Energy, and managing the entire order to invoice process are the key activities.

In its simplest form the OM is expected to ensure a customer order is compliant with the brand offer before placing the order and subsequently keeping the customer appraised of delivery progress. In practice the customer requires advice and assistance in placing an order and the complexities of the shipping , Marine and Energy market dictate an ever changing set of circumstances to contend with i.e. changes to vessel ETA and nominated port, product shortages, out of hours incidents, spot price enquiries etc. The customer facing role and the expertise of the incumbent plays a vital role in overall customer relationships and the retention of business .The tasks cannot be performed without an expert understanding of customer contracts/pricing, optimal lifting patterns, the Global Supply network and Marine and Energy products.

This role sits in our Castrol business, a part of the BP Group. Join Castrol and you'll get all of the benefits of a company steeped in family spirit and history, coupled with the security and opportunities a big corporation can offer.

Key accountabilities
• Managing the complex relationship between supplier, customer and sales manager, often being the primary point of contact for customers, hence requiring the Order Manager to give a very professional first impression to the customer. Each Order Manager will service a number of BP or Castrol dedicated customers and Sales staff. Both must be kept aware of all key issues relating to live orders.
• As part of the CS team provide 24/7 accessibility to customers and be qualified to make wise decisions when working outside of office hours.
• Note Order Managers are required to communicate with Customer purchase staff, Chief Engineers, Sales Managers and Supply / Logistics staff anywhere in the world. This requires excellent communication skills and cultural awareness.
• Receiving enquiries and orders from customers by phone, email and fax, ensuring that all necessary information is collected and promptly acknowledging the order from the customer. Interpreting the order and ensuring it meets the PU offer/promise Proactively providing advice and guidance to the customer on the most appropriate ports from which to get their supplies, challenging out of offer orders e.g. late notice, building small orders etc. and generally optimising liftings to suit both the company and the customer
• Making decisions independently regarding priorities and the timeframe within which tasks can be achieved
• Taking prompt corrective action to deal with unforeseen circumstances, e.g. change in ship's ETA, product contamination, change in delivery transport or unavailability of product. If necessary advising customer on alternate port options and seeking technical advice if appropriate before recommending alternate product. Alternate product may be the BP/Castrol equivalent or in emergencies requesting competitor assistance products.
• Checking that the order value maintains the customer within authorised credit limits and policies. Ensuring violations are progressed with Sales /Credit Management to a satisfactory conclusion and keeping customer advised as requested.
• Advising prices derived from the contract and advising an optimum delivery point as appropriate. Issuing delivery instructions to the appropriate supply hub. Issuing an order confirmation or other order related advice as requested by the customer
• Take responsibility for tracking our IFOT (In full On Time) service performance. The Order Manager is required to support our MI by monitoring IFOT successes and failures and proactively seeking to improve results. In parallel they will review customer historic liftings with a view to identifying sub optimal /uneconomic lifting patterns and to endeavour to reduce instances of rushed orders. The potholder will be required to attend face to face customer meetings to present and discuss service performance.
• In conjunction with the above an Order Manager will be required to operate our TLM (Total Lubes Management) service if required. This ultimately requires knowledge of ship trading patterns, tank capacities, consumption levels, etc. The OM must have the ability, knowledge and confidence to recommend vessel order point and quantities and the credibility to justify decisions to customer.
• Gathering market intelligence and seeking for additional volume and/or opportunities to introduce new products.
• Building up strong relationships with dedicated customers through joint visits with key account managers. Building up knowledge and competencies in the shipping industry. Help train the customer in the use of DMS/PSD.

Essential Education
Degree preferred, but A-Level or equivalent standard of education is essential (HBO+ level)

Essential experience and job requirements
• The Order Manager will continue to take responsibility for ensuring efficient use of Manta and JDE system for the production of correct invoices and will receive and answer customer queries. This will involve executing order amendments and also taking proactive action to ensure Finance have correctly cleared suspense and despatched invoices i.e. to ensure their customers are receiving prompt invoices.
• Efficient and up to date administration of lost orders /enquiries. Efficient monitoring of their Delivered Not invoiced statistics.
• Providing regular feedback on technical and commercial issues raised by customers to the account manager and other CS staff. Handling technical enquiries and resolving technical complaints received in the CSC, escalating significant problems and complaints to the Regional Technical Team where appropriate.
• Recording all complaints received from customers and non-conformances on a Continuous Improvement Notice (CIS).

At least 3 years' good relevant customer service experience.

• Strong service orientation - demonstrating the ability to set and maintain high standards of customer service, actively looking for ways to satisfy the customer
• Excellent teamwork encouraging and respecting the contribution of others and volunteering information and ideas
• Able to meet deadlines through good time management and allocation of priorities

Other Requirements (e.g. Travel, Location)

Desirable criteria & qualifications
Key Competencies
1 = Awareness
2 = Basic Application
3 = Skilful Application
4 = Expert

Customer Service Orientation 3
Customer Relationship Building 3
Customer Insights 3
Product / Service Knowledge 3
Negotiation Skills 2
Complaint Handling 3
Communication Skills 3

• Strong interpersonal understanding with an awareness of different cultures within the customer base, team and organisation
• Ability to work under pressure and to a deadline
• Attention to detail
• Pro-active attitude
• Computer literate
• Active listening and interpersonal skills
• Good command of the English language, both oral and written.
• Fluent in one other language relevant to the activities of the local CSC.
• Administration skills developed in an international sales environment.
• Good balance of General customer Service skills and knowledge of the shipping industry.

Relocation available

Travel required
Yes - up to 10%

Is this a part time position?

About BP
Our business is the exploration, production, refining, trading and distribution of energy. This is what we do, and we do it on a truly global scale. With a workforce of over 80,000 employees, BP operates with business activities and customers in more than 80 countries across six continents. Every day, we serve millions of customers around the world. We are continually looking for talented, committed and ambitious people to help us shape the face of energy for the future

BP has been operating in China since the early 1970s. With a total investment of US$4.7 billion at the end of 2009, BP is one of the leading foreign investors in China. BP's business activities include offshore gas production, chemical joint ventures, aviation fuel supply, LPG import and marketing, oil product and lubricant retailing, solar power installations and manufacturing, and the sales of chemicals technology.

In addition to these commercial projects, BP has been actively engaged in energy research activities, particularly clean energy and alternative energy R&D initiatives, aiming to develop clean, sustainable and local energy solutions to support the Chinese economic development. The projects we are involved in include

- Clean Energy Facing the Future - a 10-Year R&D initiative in partnership with Chinese Academy of Science
- Clean Energy Commercialization Centre, a research joint venture in Partnership with Chinese Academy of Science
- BP- Tsinghua Clean Energy Research and Education Centre
- BP-Sun Yat-Sen University Center for LNG Education, Training and Research

In parallel, BP has been working to invest in the community to help address the local issues. By the end of 2009, BP's total community investment in China exceeded US$12 million and BP's community practices have been recognized by "2007 Multinational Corporation with Utmost Core Competitiveness in China" Award jointly issued by UNEP and China International Institute of Multinational Corporations, and also "China's Best Corporate Citizenship Award" by 21st Century Business Herald and 21st Century Business Review for 5 consecutive years since 2004.


Closing Date
[ "19-Dec-2016" ]