SEA Customer Experience & Operations Lead

Lubrizol Southeast Asia Pte Ltd; Singapore; On-site; SGD 55,000 - 85,000; Full time

Job summary

Lubrizol Southeast Asia Pte Ltd is seeking a Customer Experience Representative (CER) for SEA to coordinate orders, manage key accounts, and drive regional CX initiatives. The role integrates customer service with supply chain coordination and regional digital transformation across SEA.

You will work with Supply Chain, Logistics, Sales, and regional teams to optimize fulfillment, monitor complaints, and support Polaris-related activities as a SME and super user. Fluency in English is required.

Qualifications

• Diploma qualification or equivalent.
• Minimum 5 years in a customer-focused supply chain, customer service, logistics, or order management environment.
• Experience managing customer relationships and resolving operational issues.
• Exposure to regional or multinational business environments is advantageous.

Responsibilities

• Manage customer orders and ensure accurate, timely order fulfillment.
• Coordinate with Supply Chain, Logistics, Manufacturing, Sales, and other internal stakeholders to meet customer expectations.
• Monitor order status and proactively communicate updates to customers.
• Resolve customer inquiries related to order processing, deliveries, product availability, and documentation.
• Maintain accurate customer and order information within company systems.
• Drive continuous improvement in customer experience processes and service delivery.
• Lead Customer Experience support for designated SEA Key Accounts.
• Coordinate end-to-end supply chain activities to ensure service excellence and business continuity.
• Work closely with Sales, Supply Chain, and customers to optimize inventory, demand planning, and order fulfillment processes.
• Support strategic growth initiatives for key markets, including Indonesia, Vietnam, and Thailand within the HGR business.
• Develop strong customer relationships and act as a trusted operational partner for key accounts.
• Serve as the focal point for Quality System (QS) complaint management across SEA, Korea, and Australia.
• Coordinate and monitor all customer quality complaints to ensure timely investigation and resolution.
• Maintain a consolidated regional overview of complaint activities and status.
• Analyze complaint trends, identify root causes, and recommend corrective actions.
• Drive consistent KPI monitoring, reporting, and follow-up on action plans with relevant stakeholders.
• Ensure all complaints are accurately documented and maintained within Lubrizol's CRM system.
• Promote standardization and best practices in complaint management across the region.
• Develop expertise as the SEA Polaris Super User and Subject Matter Expert.
• Act as the regional focal point for Polaris implementation, testing, training, and go-live support activities.
• Provide first-level support for Polaris-related inquiries within the Customer Experience team.
• Collaborate with global project teams to communicate SEA-specific requirements, business needs, and user feedback.
• Support adoption and continuous improvement of system capabilities across the region.
• Support regional digitization and standardization initiatives for order management processes.
• Assist with the implementation and adoption of digital order management tools across Asia Pacific.
• Identify opportunities to streamline, automate, and improve order entry and customer service processes.
• Participate in continuous improvement projects to enhance operational efficiency and customer experience.
• Support change management and user adoption activities for new digital solutions.

Skills

Customer Focus

Supply Chain Knowledge

Communication

Problem Solving

Process Improvement

Attention to Detail

Project Coordination

Team Collaboration

Adaptability

Continuous Learning

Education

Diploma qualification

Tools

Excel

SAP

CRM

Digital Order Management

Job description

Lubrizol Southeast Asia Pte Ltd is seeking a Customer Experience Representative (CER) for SEA to coordinate orders, manage key accounts, and drive regional CX initiatives. The role integrates customer service with supply chain coordination and regional digital transformation across SEA.

You will work with Supply Chain, Logistics, Sales, and regional teams to optimize fulfillment, monitor complaints, and support Polaris-related activities as a SME and super user. Fluency in English is required.