Customer Service Specialist - Thermal Management

Entity:

Customers & Products

Job Family Group:

Sales Group

Job Description:

Our purpose is to deliver energy to the world, today and tomorrow. For over 100 years, bp has focused on discovering, developing, and producing oil and gas in the nations where we operate. We are one of the few companies globally that can provide governments and customers with an integrated energy offering. Delivering our strategy sustainably is fundamental to achieving our ambition to be a net zero company by 2050 or sooner.

It's an exciting time to join bp. Meeting the energy challenge requires many different approaches and solutions. And as part of Finance Business & Technology (FBT), you’ll be fully connected into the world of bp. You’ll play an increasingly important part within a network of like-minded colleagues partnering on strategic projects that stretch across the globe. And it starts with you. There’s a world of opportunities to build new skills, challenge yourself and grow a long-term career at bp. And no matter where you work, your role will have meaning, purpose and impact. So if you want to be part of a caring, supportive environment where you can realize your full potential, we’re with you.

About the role

Data Center cooling is a strategically important, fast-growing business area for Castrol!

With our sophisticated liquid cooling fluid technology, we strive to transform the industry by driving the adoption of liquid cooling as a pathway to balanced data center operation aligned with bp’s Net Zero ambitions.

US Customer Service Specialist – The US is the largest data center market in the world. As Castrol grows, literally millions of gallons of fluids will be delivered to hundreds of locations around the country. Ensuring successful deliveries will be a key aspect of customer service and business growth. The role will be responsible for working with US logistics and other internal functions to support order fulfillment.

In this role You will

Functional Responsibilities

Complete day-to-day customer service and order management tasks to ensure delivery meets customer expectations, aligns with established service level agreements (SLAs), and reflects core customer service values.

Act as the first and second point of contact for verbal and written enquiries from external and internal customers, including retail sites, commercial accounts, and business partners. Provide support via phone, email, and online platforms.

Manage the full order lifecycle, including:

Order processing, tracking, and fulfilment

Maintaining accurate and up-to-date documentation of all orders, shipments, and deliveries

Supervising supply issues and proactively managing disruptions

Coordinating with logistics to ensure accurate and timely delivery of products

Engage with customers to capture and confirm delivery details such as address, on-site contacts, and any non-standard requirements (e.g. special loading conditions). Maintain and update customer “ship-to” records in systems such as Salesforce.

Act as a key liaison between customers, logistics, and internal partners to manage delivery changes, resolve issues, and ensure a smooth customer experience.

Handle a wide range of customer service activities, including:

Account setup and maintenance

Delivery and allocation issues

Complaint handling and resolution, including root cause analysis

Retail programme support and product-related queries

Log, assign, and supervise all customer queries and requests from receipt to resolution, ensuring accurate data entry across all systems.

Support service operations through effective triage, partner concern of high-risk issues (financial, legal, reputational), and timely resolution or routing of enquiries.

Service Management & Continuous Improvement

Manage and maintain customer expectations in line with SLAs and business standards.

Build strong relationships with customers and internal partners (Sales, Marketing, Logistics, etc.) to deliver a high-quality service experience and support overall customer satisfaction.

Identify process gaps and inefficiencies, proactively suggesting improvements to enhance productivity and service levels.

Contribute to knowledge base development by identifying gaps and recommending updates.

Participate in user acceptance testing (UAT) for customer service and ERP systems to support successful system enhancements.

What You will need to be successful

Educated to A-Level standard or equivalent.

Experience in a customer service environment (telephone-based experience preferred).

Strong understanding of customer needs and behaviours, with a customer-focused attitude.

Excellent written and verbal communication skills, with the ability to build effective working relationships across teams and with external partners.

Proven track record to maintain highly organized and accurate documentation.

Strong time management and organisational skills, with the ability to prioritise tasks effectively.

Highly motivated, proactive, and solution-oriented.

Digital literacy with solid knowledge of MS Office applications.

Experience with Salesforce and SAP is required.

Experience in logistics, supply chain, or a related field is highly desirable.

Flexibility to work afternoon shifts (14:00–23:00).

At bp, we provide the following environment & benefits to you

Different bonus opportunities based on performance, wide range of cafeteria elements

Life & health insurance, medical care package

Hybrid working arrangement aligned with team arrangements and business needs

Opportunity to build up long term career path and develop your skills with wide range of learning options

Celebrate in bp’s success. You may be eligible to join bp’s Global ShareMatch plan. This non-contractual benefit lets employees buy bp shares and receive matching shares, in line with plan rules

Family friendly workplace e.g.: Extended parental leave, Mother-baby room

Employees’ wellbeing programs e.g.: Employee Assistance Program, Company Recognition Program

Possibility to join our social communities and networks

Chill-out and collaboration spaces in our beautiful Budapest Agora and Szeged offices e.g.: Play Zones, Office massage, Sport and music equipment

bp Hungary won the Most Attractive Employer 2024 Award (SSC / BSC sector) fourth time in a row at PwC's annual employer research. Come and join us!

At bp, we support our people to learn and grow in a diverse and ambitious environment. We believe that our team is strengthened by diversity. We are committed to fostering an inclusive environment in which everyone is respected and treated fairly. There are many aspects of our employees’ lives that are meaningful, so we offer benefits to enable your work to fit with your life.

Disclaimer: Please note that, according to Hungarian law (2012/I. 113. §), mothers or single parents caring for a child under three years of age cannot be employed in night shift positions.

Travel Requirement

No travel is expected with this role