Customer Service Executive - Domestic

Shape the Future with Us.

At Lubrizol, we’re bringing to life the chemistry behind clean water, efficient transportation, reliable infrastructure, critical medicines, and the products people rely on every day through science, sustainability, and a culture of inclusion.

As part of our global team, you’ll be empowered to make a real impact - on your career, your community, and the world around you.

Responsibilities / Accountabilities

• Order & Transaction Processing
• Receive, review, and process customer purchase orders in SAP systems.
• Verify order details (pricing, incoterms, product codes, schedules).
• Coordinate with planning, warehouse, dispatch teams for timely execution.
• Track order status and provide timely updates to customers.
• Documentation Handling
• Manage invoices, delivery notes, CofA, and shipment-related documents.
• Ensure timely and accurate submission of system‑generated/manual documents.
• Maintain transaction records as per SOPs.
• Customer Communication & Support
• Act as the primary point of contact for order‑related queries.
• Communicate shipping timelines, delays, or exceptions.
• Resolve issues related to orders, dispatch, or documents.
• Coordination With Internal Teams
• Collaborate with planning, logistics, sales, QA, warehouse, and finance teams.
• Follow up on stock availability, dispatch planning, and document approvals.
• System & Report Management
• Maintain accurate entries in SAP.
• Generate daily, weekly, and monthly transaction reports.
• Provide data for MIS and internal reviews.
• Compliance & Process Adherence
• Follow SOPs, quality standards, and customer-specific requirements.
• Ensure compliance with internal and regulatory guidelines, Customer Terms & Conditions policy.
• Identify process improvement opportunities.
  
  

Key Performance Indicators (KPIs)

REQUIREMENTS (education, Experience And Competencies)

• Order Processing Accuracy
• Percentage of orders processed without errors
• Reduction in order correction cases
• On‑Time Order Entry
• Time taken to enter customer orders into SAP after receipt
• On‑Time Dispatch Communication
• Timely communication of dispatch confirmation and documents
• Document Submission Accuracy
• Accuracy of invoices, delivery notes, CofA, and supporting documents
• Customer Query Resolution
• Average resolution time for customer queries
• Percentage of queries resolved without escalation
• Internal Coordination Efficiency
• Number of delays or escalations caused by internal miscommunication
• System Compliance
• Timeliness of SAP updates
• Zero deviation from process and approval requirements
• Reporting & Data Quality
• Accuracy and timeliness of daily/weekly/monthly reports
• Customer Satisfaction
• Customer feedback score (internal or external)
• Improvement & Initiative
• Participation in process improvements, SOP updates, or digital initiatives
• Contribution to reducing errors or manual workload
  
  

Education / Certification:

• Graduate Degree (B.Com. / B.Sc.) or equivalent.
• Preferably holding Diploma in Supply Chain Management or Masters in Business Administration.
  
  

Experience And Skills

• 8 to 10 years’ experience in Order to Cash (OTC) module in SAP.
• Knowledge of export documentation, Incoterms, SAP systems, and international trade processes.
  
  

Competencies For The Role

• Effective communication & Collaboration
• Results orientation
• Innovative approach
• Finance acumen
  
  

Lubrizol: Imagined for Life. Enabled by Science. ™ Delivered by You. For nearly 100 years, The Lubrizol Corporation, a Berkshire Hathaway company, has been at the forefront of innovation to enhance everyday life, advance mobility, and make the modern world work better. Our specialty chemistry solutions—from engine oils, performance coatings, and skincare to medical devices and plumbing systems —are powered by the expertise, passion, and commitment of people like you. We tackle the world’s toughest challenges with science-based solutions, deeply understanding our customers to deliver innovative chemistry and differentiated value. Our inclusive culture, dedication to safety, and incredible global talent drive our success. Our solutions meet the evolving needs of the modern world—brought to life by science and, most importantly, delivered by you. Whether you're in the lab, on the production floor, or in the office, you'll be part of a team around the world that empowers you to think boldly, drive results, and contribute to solutions that shape a better, more sustainable future.  We win because of you. Let’s build the future together.