Castrol India Limited, part of the bp group, is a leading lubricant company with a 115-year presence in India. Known for its innovation and high-performance products, Castrol offers trusted brands like Castrol CRB, Castrol GTX, Castrol Activ, Castrol MAGNATEC, Castrol EDGE, and Castrol POWER1.
Customer Service Representative
The Customer Service Representative role exists to provide first and second line of customer support to telephone and written enquiries via email/chat/social media from external Key Customers, internal Customers, other Consumers in accordance with agreed service levels. The position will ensure all facing queries are answered with the required speed, accuracy and with the maximum level of customer satisfaction.
This will be a 24/7 support role which would require a flexible schedule in terms of working hours & working days.
Customer Facing (CF) CSRs are required to have a broad understanding of all Customer Service processes to enable a high percentage of first contact resolution and will continually manage customer expectations through various contact channels. CF CSRs are the first point of contact for BP telephone-based enquiries for Key Customers.
Key Accountabilities-
Functional
Implement day to day customer service-related operational tasks to ensure delivery meets customer expectations and is consistent with set process performance indicators, applicable service level agreements and the customer service functions core values.
Leverage deep understanding of specific key account customers, processes / systems, and act as an issue point of contact for any verbal or written form of enquiries from external customers and consumers and internal customers from the BP Business and third parties. These customers will include retail fuelling sites, branded and unbranded customers, commercial and strategic accounts, and terminals.
Interact with customers in a professional, friendly, and efficient manner and bring up concerns about meeting service levels or deadlines.
Proactively resolve Key Account customer issues (working with other teams as appropriate):
- Take ownership and resolve intensified telephone and written customer issues.
- Advance activities that are not actioned by assignees.
Provide customer service via the internet, phone, fax and email to support activities including:
- Account set-up, allocation and delivery issues.
- Order processing and order fulfilment.
- Sales order tracking.
- Monitor supply outages and react accordingly for incoming and existing orders.
- Retail marketing programme information, policy and product fulfilment.
- Retail site experience complaints, fuel quality claims, site locator etc.
- Complaint resolution, identification and management of complaint root causes.
Log, assign and track progress of queries and customer requests from receipt to completion ensuring data is accurately entered and maintained in all customer service and data collection systems.
Support GBS activities through immediate triage, partner concern (high risk customer issues – financial, legal, reputation), resolution or logging and forwarding of customer inquiries / issues.
Service Management & Continuous Improvement
Manage and maintain customer expectations, referencing pre-established service level agreements where applicable.
Make recommendations on existing knowledge base documents and identify knowledge gaps.
Build and maintain strong relationships with both the customer and internal business partn6ers through the provision of timely, accurate and high-quality service.
Highlight process gaps and inefficiencies; proactively seek solutions to increase productivity and / or level of service provided.
Perform user acceptance testing in service centre technology and ERP systems to help ensure effective enhancement execution.
Key competencies-
- Educated to A Level standard or equivalent.
- Minimum of 12 months previous experience customer service skills in a telephone environment and or customer services environment preferred, ideally dealing with Key Account Customers
- Must demonstrate a solid understanding of customers’ needs / behaviours
- Excellent written/oral communication skills and ability to build effective working relationships
- Strong time management and organisation skills
- Strong problem solving skills
- Highly motivated
- Experience using SAP and/or Siebel and MS Office application
Travel Requirement
No travel is expected with this role
Relocation Assistance:
This role is not eligible for relocation
Remote Type:
This position is a hybrid of office/remote working
Skills:
Agility core practices, Agility core practices, Agreements and negotiations, Analytical Thinking, Commercial Acumen, Communication, Continued Learning, Continuous improvement, Creativity and Innovation, Customer centric thinking, Customer data knowledge, Data Analysis, Data visualization and interpretation, Decision Making, Digital Collaboration, Digital fluency, Industry knowledge and advocacy, Integrated pricing, Knowledge Sharing, Leading transformation, Negotiation planning and preparation, Offer and product knowledge, Offer execution and growth, Operational Excellence, Partner relationship management {+ 10 more}
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.
Area Manager B2B – Hubli
We’re seeking talented experts who share our passion for innovation and excellence. Bring your unique perspective, collaborative spirit, and challenge our thinking as we continue to lead the way in the lubricants’ market & build businesses beyond lubricants. This is your chance to learn, grow, and thrive in a dynamic and inclusive organization.
Apply now!
Castrol is a global leader in lubricants and part of the bp Group, one of the world’s largest energy companies. In India, Castrol is a publicly listed company, leading in the Automotive, Industrial, and Marine lubricant sectors. With iconic brands, relentless innovation, strong customer relationships, and a team of highly motivated employees, we have maintained our market leadership in India for over a century. Our robust manufacturing and distribution network in India helps us reach consumers through more than 135,000 outlets.
At Castrol, success knows no bounds. We offer a fast-paced learning environment where you can develop your career, whether in specialized functions or on a general management track. Castrol India has a proud legacy of nurturing top talent for leadership roles, both locally and globally.
We are currently looking for Area Manager B2B – Hubli and details mentioned below:
o Work with Key Account sales team and planning team to define a local area business plan including target workshops, coverage, sales target, activities etc.
o Understand Key Account sales contract terms, policy and agreed offer
o Support to prepare specific workshop value selling offer and sell to the target customer under mentorship.
• Workshop management:
o Understand and build relationship with customer in order to gain dedication for the activities proposed.
o Support to implement activities aligned to customer needs and company strategy to maintain the good relationship with existing customers.
o Support to defend and grow existing customer through needs based and effective use of our offer under mentorship.
o Holds regular meetings to agree and track KPIs with customers.
o Coordinate with Key Account team on workshop activation planning for responsible area
• Manage designated service provider for workshop activation if needed.
o Customer and market insights: manage an updated database and maintain close relationship locally.
o Understand competitor’s approach and provide feedback to company. Represent the company improve our approach.
Heavy Duty
o Maximize profitable growth of Castrol brands with a focus on premium products and HD strategic segments including both direct and indirect sales model.
o Work with Distributor sales force in assigned area to drive BP/Castrol business in Castrol’s HD focused segments.
o Accountable to maintain a robust pipeline of prospects
Experience in managing global or regional / trans-national key accounts
Ability to demonstrate gravitas and proven credibility as a sales professional.
Ability to operate at a senior level within customer organisations and manage stakeholders effectively.
Ability to think strategically and translate into opportunities and solutions for mutual benefit with the assigned accounts
Extensive knowledge and experience and Franchised dealer environment.
Intimate knowledge value chain and the global motor industry; this would include awareness of differing cultures and business ethics within the global automotive arena.
Education
• Bachelor’s degree, with major of sales & marketing related is preferred.
Experience
• 3+ years sales & marketing experience.
Skills & Competencies
• Good implementation capability and customer management capabilities
• A good communicator and team worker with the ability and willingness to work closely with others.
Travel Requirement
Up to 75% travel should be expected with this role
Relocation Assistance:
This role is eligible for relocation within country
Remote Type:
This position is not available for remote working
Skills:
Commercial Acumen, Commercial performance, Consultative selling skills, Customer Profitability, Customer value proposition, Digital fluency, Internal alignment, Listening, Managing strategic partnerships, Negotiation planning and preparation, Offer and product knowledge, Partner relationship management, Sector, market, customer and competitor understanding
GA Analyst
The GA, Analyst is responsible for ensuring accurate and timely recording, collection, and processing of end to end process in general accounting and reporting, fixed assets, accounts receivables, credit, accounts payable, costing, performance reporting, statutory accounting, and direct tax transactions while ensuring adherence to policies and procedures in the drive for outstanding customer service, operational excellence and compliance
Key Results / Accountabilities
Manage and coordinate the reconciliation of the respective systems to ensure they balance and that any discrepancies or variations are investigated and corrected.
Provide relevant advice and information to staff across GBS and its customers as and when required.
Regularly supervise and resolve outstanding general accounting and reporting issues that have been escalated, or further escalate to the required parties.
Proactively identify, propose and implement continuous improvement opportunities in existing processes within the team.
Liaise with senior stakeholders internally and externally.
Blackline Reconciliations
Ensure 100% accuracy and timeliness of group and statutory reports in accordance to agreed service levels.
Develop a good understanding of the customer organisation as well as the business in to be able to deliver high quality service.
Managing the day to day work activities of the team and ensuring the necessary skills and experience are available to meet the challenges of a demanding and complex workload.
High level of familiarity with the various systems used for the different functions (e.g. general accounting, reporting, direct tax, etc.) in order to maintain and reconcile the accounts receivable system to ensure it balances correctly.
Liaising with customers and colleagues in different geographical locations, time zones and potentially in different languages using different systems requiring rigorous coordination between teams.
Managing team members who are servicing different customers in various geographical locations and using different systems.
Any Other Relevant Information (Particular reference to planning (nature and impact), scope of impact (Team, BU, Segment, BP globally etc)
This covers Key Decisions and to what extent? Types of relationship internally and externally that the person required maintaining contact with.
This position’s primary interfaces are:
Internal
GBS teams
GBS business partners
External
Auditors
Qualification & Experience and Competencies
Education and Experience
- Bachelor’s Degree in Accounting.
- Recognised professional accounting qualification (e.g. MIA, ACCA, CPA, CIMA) preferable but not mandatory.
- Minimum of 5 – 6 years of experience in general and/or financial accounting.
Required Criteria
- English language competency.
- SAP system experience.
Preferred Criteria
- Shared service centre experience.
- Open to work in all time zones.
- Open to working on weekends, if requisite by business
Travel Requirement
Negligible travel should be expected with this role
Relocation Assistance:
This role is eligible for relocation within country
Remote Type:
This position is a hybrid of office/remote working
Skills:
Accounting for financial instruments, Accounting for financial instruments, Accounting policy, Accounting processes and financial systems, Agility core practices, Agility tools, Analytical Thinking, Analytics, Business process control, Business process improvement, Commercial Acumen, Commercial assurance for external reporting, Communication, Creativity and Innovation, Credit Management, Curiosity, Customer centric thinking, Data Analysis, Data visualization and interpretation, Decision Making, Digital Automation, Digital fluency, Financial Reporting, Influencing, Internal control and compliance {+ 4 more}
Senior Business ARC Analyst
The Senior Business ARC Analyst supervises a team comprising of professionals and is accountable for ensuring accurate and timely recording, collection, and processing of end to end process in general accounting and reporting, fixed assets, accounts receivables, credit, accounts payable, costing, performance reporting, statutory accounting, and direct tax transactions while ensuring adherence to policies and procedures in the drive for exceptional customer service, operational excellence and compliance.
Key Results / Accountabilities
Ensure the team’s accurate and timely delivery of end to end process in general accounting and reporting, fixed assets, accounts receivables, credit, accounts payable, costing, performance reporting, statutory accounting and direct tax services (i.e. journal postings, GL maintenance, system postings, report preparation, reconciliations, tax submissions, etc.) in accordance with SLAs.
Manage and coordinate the reconciliation of the respective systems to ensure they balance and that any discrepancies or variations are investigated and corrected.
Provide relevant advice and information to staff across GBS and its customers as and when required.
Regularly track and resolve outstanding general accounting and reporting issues that have been escalated, or further escalate to the necessary parties.
Develop the annual plans and budget for own team in support of the overall planning and budgeting for GBS Finance.
Proactively identify, propose and implement continuous improvement opportunities in existing processes within the team.
Liaise with senior stakeholders internally and externally
Leadership & Supervisory
Carry out people management responsibilities in accordance with the organisation’s policies and applicable laws, including:
Plan, assign and advise on work for team members.
Set goals and clarity expectations, provide regular feedback and conduct appraisals where required with direct reports.
Coach team members to address process gaps, identify inefficiencies and help to embed a continuous improvement culture in the organisation
Provide mentoring, guidance and feedback to team members to support long term career development and retention of key talent.
Identify and provide opportunities for learning and self-development to build capability of the teams and ensure competency in performing activities. Secure resources to support development efforts.
Continuously strive to build a culture of high-performance.
Assign work to team members and manage resource allocation for the team and people in support of GBS service, control and cost requirements. Ensure resource allocation strategy is flexible enough to respond to demand variations.
Key Challenges
Ensure 100% accuracy and timeliness of group and statutory reports in accordance to agreed service levels.
Develop a good understanding of the customer organisation as well as the business in order to be able to deliver high quality service.
Managing the day to day work activities of the team and ensuring the necessary skills and experience are available to meet the challenges of a demanding and complex workload.
High level of familiarity with the various systems used for the different functions (e.g. general accounting, reporting, direct tax, etc.) in order to maintain and reconcile the accounts receivable system to ensure it balances correctly.
Liaising with customers and colleagues in different geographical locations, time zones and potentially in different languages using different systems requiring rigorous coordination between teams.
Managing team members who are servicing different customers in various geographical locations and using different systems.
Any Other Relevant Information (Particular reference to planning (nature and impact), scope of impact
This covers Key Decisions and to what extent? Types of relationship internally and externally that the person required maintaining contact with.
This position’s primary interfaces are:
-Internal
GBS teams
GBS business partners
-External
Auditors
Qualification & Experience and Competencies
Education and Experience
Bachelor’s degree in commerce.
Recognised professional accounting qualification (e.g. MIA, ACCA, CPA, CIMA).
Minimum of 8 – 10 years of experience in general and/or financial accounting.
Minimum of 6 – 7 years’ experience in leading, developing and coaching teams.
Required Criteria
English language competency.
Preferred Criteria
Shared service centre experience.
JDE/SAP system experience.
Travel Requirement
Negligible travel should be expected with this role
Relocation Assistance:
This role is eligible for relocation within country
Remote Type:
This position is a hybrid of office/remote working
Skills:
Accounting for financial instruments, Accounting for financial instruments, Accounting policy, Accounting processes and financial systems, Agility core practices, Agility tools, Analytical Thinking, Analytics, Business process control, Business process improvement, Commercial Acumen, Commercial assurance for external reporting, Communication, Creativity and Innovation, Credit Management, Curiosity, Customer centric thinking, Data Analysis, Data visualization and interpretation, Decision Making, Digital Automation, Digital fluency, Financial Reporting, Influencing, Internal control and compliance {+ 4 more}