Account Specialist - Customer Services & Order Management

About LyondellBasell

LyondellBasell is a global leader in the chemical industry committed to advancing sustainable living through innovative solutions. With a legacy spanning nearly 70 years, including a Nobel Prize in Chemistry and proprietary MoReTec recycling technology, they focus on products that enhance sustainable transportation, food safety, clean water, and healthcare quality. The company emphasizes diversity, equity, and inclusion, while actively addressing challenges such as plastic waste reduction, climate action, and societal wellbeing.

Role Overview

The Account Specialist is responsible for managing the efficient and accurate completion of the order fulfillment cycle for customers. This hands-on role acts as the primary contact for all customer interactions related to order receipt, stock forecasting, product and transport coordination, timely deliveries, documentation, complaint handling, and invoicing tasks. Additionally, the role supports interdepartmental initiatives and provides training to new customer service personnel.

Key Accountabilities

• Deliver exceptional service by addressing customer inquiries promptly and professionally, especially across the AFME region.
• Serve as the main liaison between Planning, Sales, Business, and Supply Chain to optimize customer service delivery.
• Build and maintain solid relationships with key stakeholders including customers, HR, Finance, and supply chain teams.
• Own and manage resolution of order-to-cash process challenges, ensuring clear communication with all parties involved.
• Engage in projects by leveraging experience to suggest improvements and challenge existing processes.
• Support strategic and global account customers as well as distribution channels.
• Monitor KPIs related to the role and take corrective measures when deviations occur.
• Verify Customer Master Data accuracy in SAP in collaboration with the Master Data team.
• Gain expertise in specific subject matter areas related to the role.
• Adhere strictly to company policies and procedures, actively demonstrating compliance.
• Promote continuous process enhancements through knowledge sharing across offices.
• Follow product risk management policies and collaborate with Product Stewardship Managers on claim follow-ups.

Qualifications and Experience

• University or College degree preferred, or equivalent practical experience.
• Proficiency with SAP and Microsoft Office applications.
• Minimum of five years in customer service or a related role with direct customer interaction.

Competencies Required

• Builds trust through honesty, integrity, and authenticity.
• Shows courage by addressing difficult issues transparently and acting ethically.
• Creates effective teams that leverage diverse skills towards common objectives.
• Takes accountability for personal and team commitments.
• Consistently delivers results under challenging conditions.
• Collaborates effectively across departments and functions.
• Innovates by questioning norms and applying lateral thinking.
• Focuses strongly on customer relationships and solutions.

Functional Skills

• Thorough understanding of the order-to-cash process, particularly differences across business units, including forecast, planning, allocation, shipping, and billing phases with SAP knowledge.
• Good grasp of Quality Management Systems and complaint resolution processes, including participation in audits.
• Strong problem-solving skills to analyze and resolve root causes of issues effectively.
• Knowledgeable about SAP master data setup and maintenance in collaboration with the Master Data team.
• Understanding of customer financial dynamics and coordination with finance, credit, and tax departments.
• Adaptable to change management and able to lead smaller projects facilitating transitions.

Additional Information

LyondellBasell values privacy and processes personal data in accordance with their Privacy Statement. Applicants should note their commitment to sustainability, community, and future workforce development throughout their operations.