Lead Order Management Specialist - Spanish Speaking (Afternoon hours) CASTROL

We are seeking a Lead Order Management Specialist - Spanish Speaking (Afternoon hours) to join our team in Budapest. As a key member of our organisation, you will be responsible for managing complex relationships between suppliers, customers, and sales managers. Your primary focus will be on providing exceptional customer service, resolving technical complaints, and driving investigation and resolution of lost orders/enquiries.

Key responsibilities include:

• Being the centre of expertise for ERP systems (SAP, Salesforce, ISP, JDE, Manta), process and components of various Satellite systems through the process of analysis, investigation and coaching
• Being the first point of escalation for customers and internal collaborators
• Assisting in motivation and development of the team, representing order management in Service Review Forums
• Supporting the management decision to deliver strategy by preparing regular and ad-hoc reports and analysis
• Managing the complex relationship between supplier, customer and sales manager
• Completing day-to-day customer service related operational tasks, receiving enquiries and orders from customers ensuring all necessary information is collected and promptly acknowledged
• Proactively providing guidance to the customer on the most appropriate ports from which to get their supplies, challenging out of offer orders
• Taking timely corrective action to deal with unforeseen circumstances and if vital advising customer on alternate port options and seeking technical advice if appropriate before recommending alternate product
• Providing regular feedback on technical and commercial issues raised by customers to the account manager and other CS staff
• Handling technical enquiries and resolving technical complaints received within competency and ensuring that significant problems and complaints are flagged to the Regional Technical Team
• Recording and monitoring all complaints received from customers, driving investigation and keeping up to date administration of lost orders/enquiries

To be successful in this role, you will need:

• A high level of proficiency in English language
• Extensive working experience in order management, inside sales, customer service, or similar in a Global Shared Services environment
• Outstanding communication skills both oral and written as well as sensitivity in cultural differences. Understanding of customers' needs & requirements.
• Ability to work in a highly dynamic and fast-moving environment
• Ability to multi-task, evaluate impact in order to prioritise the criticality/urgency
• Experience and ability establishing and maintaining strong relationship with stakeholders and customers
• Proficiency in reporting and understanding of Order-to-Cash (O2C) process, experience in SAP and MS Office
• Willingness to work between 15:30-0:00
• Different bonus opportunities based on performance, wide range of cafeteria elements
• Life & health insurance, medical care package
• Flexible working schedule: home office up to 3 days / week, based on team agreement
• Opportunity to build up long term career path and develop your skills with wide range of learning options
• 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
• Assets like phone for private usage and company laptop are provided from the first day of employment with other equipment if requested