Castrol is one of the world’s leading lubricant brands, serving customers and consumers in the automotive, marine, industrial and energy sectors. Castrol brands are recognised globally for their premium quality and high performance, shaped by the company’s commitment to innovation and cutting-edge technology. With products sold in more than 150 countries, Castrol has helped keep things moving on roads and racetracks, air, sea, and space for over 125 years.
Whether you're just starting out or ready for your next big move, you're in the right place to explore an exciting career with Castrol.
Job description
About the team
The Customer Service team is responsible for delivering high-quality, timely support to Castrol’s Key Customers, internal business partners and consumers across industrial and automotive markets. The team works closely with Sales, Supply Chain, Finance and other internal functions to resolve customer enquiries, manage orders and escalations, and deliver a seamless customer experience.
Key tasks
- Provide first and second-line support to Key Customers via telephone, email and digital channels, ensuring timely and accurate resolution.
- Manage customer orders, order tracking, backorders and supply-related enquiries, proactively communicating any potential impact.
- Take ownership of escalated customer issues and complaints, coordinating with relevant internal teams through to resolution.
- Manage customer expectations in line with agreed Service Level Agreements, processes and performance indicators.
- Build and maintain strong relationships with Key Account Customers and internal stakeholders through professional and responsive service.
- Accurately log, assign and track customer enquiries and requests through to completion across relevant systems.
- Identify process gaps, recurring issues and opportunities to improve customer experience and operational efficiency.
- Support Customer Service technology and ERP improvements, including User Acceptance Testing where required.
Experience required
- Previous experience in a Customer Service or customer-facing environment, ideally supporting Key Account Customers.
- Strong understanding of customer needs and the ability to manage expectations effectively.
- Excellent written and verbal communication skills with strong relationship-building abilities.
- Strong problem-solving, organisation and time-management skills.
- Experience using SAP and/or Salesforce, alongside Microsoft Office applications.
- Romanian language proficiency at C1 level, both written and spoken.
- English language proficiency at B2 level, both written and spoken.
- Education to A-Level standard or equivalent.
Privacy
The Castrol entity recruiting for this role is the data controller for the personal information you provide. We use it to assess your application and to manage the recruitment and onboarding process. We may share it with service providers who support our recruitment, and it may be transferred to other Castrol entities internationally under appropriate safeguards. We keep it only for as long as necessary. For details of how we use your information and your data protection rights, contact privacy.response@castrol.com.
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, socioeconomic status, neurodiversity/neurocognitive functioning, veteran status or disability status. Individuals with an accessibility need may request an adjustment/accommodation related to Castrol recruiting process (e.g., accessing the job application, completing required assessments, participating in telephone screenings or interviews, etc.).
If you are selected for a position and depending upon your role, your employment may be contingent upon adherence to local policy. This may include pre-placement drug screening, medical review of physical fitness for the role, and background checks.