CSS First Level Support Lubes

, Poland

Job Family Group:

Ungraded NTBE

Worker Type:

Regular

Posting Start Date:

May 30, 2025

Business unit:

Downstream and Renewables

Experience Level:

Experienced Professionals

Job Description:

Job Purpose

Customer Success Specialist (CSS) for First Level Support team is empowered to manage customer experience and satisfaction for specific and dedicated case scenarios of our customers. This job sits across the Deal Management and Order to Cash journeys forming a critical part of the Customer Fulfilment Cycle. It delivers dedicated customer support, for simple, regional processes that are language agnostic, and technology supported such as large language models (LLM), AI or automations (bots and macros). CSS provides Consistent, Adaptive, Reliable and Easy experiences to our customers and is responsible to hand over cases to level 2 support team if required and cannot be solved at level 1.

Principle Accountabilities

Key business serviced is GL Lubricants. These activities cover all customer levels except Global Key Accounts customers. The accountability of this role is to take ownership of individual cases, drive fast resolution, and communicate escalations to level 2 support teams. This means caring for our customers, being a single focal point of simple, regional activities that do not require local language skills as well as being in close collaboration with CSS level 2 teams and other internal stakeholder for specific purposes like approval requests.

The CSS is accountable for a certain case portfolio out of a selected range of activities that is operated at first level support teams (e.g. European price disputes, SMH live chat first contact, technical support and others) to drive fast resolution for their cases and escalate to level 2 without unnecessary delay. This is a key enabler to drive best-in-class CX and to ensure maximum customer-centricity. The CSS First Level Support will as well support large language model (LLM) and AI model training through observing & providing feedback.

This role may focus on some or all the accountabilities below, depending on the respective businesses size and complexity:

Deal Management

Order to Cash

Sales Support

• simple manual Pricing
• Master Data Set-up and Amend
• Enforcing company’s policy and contracts
• Ensuring compliance (Data privacy, trade compliance)
• Troubleshooting

• Nexus Order Management
• Technical Support (SMH/EDI/OCR)
• Price Dispute Management
• General Inquiries and Feedback
• Meeting and/or managing customer’s expectations
• Ensuring invoices are correct and paid on time.
• Getting as much information and notes as necessary to understand customer’s issues and to drive resolution

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Competencies
Comms & Influencing    K
Data Analytics & Insights    K
Digital Fluency    K
Customer Success    S
Customer Centric Design    K
Drive Continuous Value    K

Data Management & Compliance    K
Leader of the future    K
Value Chain Understanding    K

Commercial & Economic Acumen    K
Managing Customer Experience    S
Contract Management    K
 

*Please note this is a temporary role*

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