Customer Service Representative - Mandarin

• Partners with Marketing/Territory Managers and acts as the single point of contact for customers in the bid-to-contract process during annual bid season, acts as backup for negotiation of renewed and new business, resolves contractual issues that arise, and implements changes resulting from new tax, environmental, legal, and business requirements affecting Aviation customers
• Develops strong secondary customer relationships (primary being held by Marketing Managers) with the airline fuel procurement team and understands their structures and tender processes
• Acts as liaison for third-party affiliates on product supply and credit clearance and works with Operation Managers on contract/supply notifications and fuel releases.
• Serves as back up to Marketing/Territory Managers and Aviation Support team for customer communications during high level bid activities or absences
• Knows the customers, Aviation's products/programs and communicates their value, understands the Company's systems/processes/organizational structure, is empowered to resolve any questions/issues/requests, and is accountable for the successful resolution of airline customer inquiries
• Researches and resolves 2nd level customer inquiries, disputes, and identifies solutions from root cause analysis. Provides follow-up and resolves any issues that have been escalated and/or cannot be resolved by regional Marketing Service partners
• Manages and supports the Marketing programs by creating the necessary data within the core systems, documents the new processes and procedures, develops internal controls, and coordinates implementations with other impacted organizations and subsidiaries. Responsible for data integrity of analysis and outputs

• Performs reporting & trend analysis of customer, and customer-location profile/data for their respective Marketing Manager/Territory Managers. Provides respective Marketing/Territory Manager location and customer-based data analysis to Regional team lead for regionally consolidated reporting
• Accurately applies and understands outputs of globally standard processes and tools, including SALESFORCE (customer relationship management) for location and customer analysis/reporting. Uses SALESFORCE dashboards to track marketing activities.
• Maintains basic understanding of customer relationship's impact on the BU's objectives and customer/market drivers

• Bachelor's Degree in any field
• Candidate must be fluent in English and Mandarin to ensure that business operations with international customers are facilitated effectively
• Two years minimum work experience
• Experienced in managing customer expectations providing relevant advice including delivery locations and facilities
• Preferably experience of managing and facilitating short-notice orders or 'emergency' requirements
• Experience of working with credit departments ensuring clearance of orders
• Must be able to deal with a worldwide customer base and communicate with people for whom English is not their first language
• Excellent team working and capable of working to own initiative including confidence to make appropriate decisions
• Proven capability to work to deadlines, working under pressure and ensuring delivery of required service

• Relocation is not available for this position under Chevron guidelines.

• The selected candidate will work in the Philippines under the local payroll and benefits structure.

Everything we do at Chevron is guided by our values and our commitment to The Chevron Way ( https://www.chevron.com/about/the-chevron-way ) . At the heart of The Chevron Way is our vision to be the global energy company most admired for its people, partnership, and performance.

Participate in world-leading energy projects, advance your professional development and expand your career within an inclusive, collaborative and high-performing workplace.

• Competitive salary
• Allowances, medical and optical reimbursements
• Health care coverage for you and your eligible dependents
• Robust employee centered programs for health and wellness
• Time-off to promote healthy work-life balance or to care for your family
• Annual corporate incentive bonus when the company meets established goals
• Recognition & awards program
• Long-term savings plan
• Life insurance
• Career development opportunities to all employees through onboarding, training and development, mentoring, volunteering opportunities and employee networking groups
• Hybrid work model - work remotely from home several days a week

At Chevron, we are committed to fostering diversity and inclusion at all levels of our company and at all stages of the employee experience. We constantly strive to attract, develop and retain diverse Filipino talent. Globally, Chevron Corporation has achieved a rating of 100 percent in the Human Rights Campaign Equality Index for the past 17 years. The Index ranks American companies based on their commitment to equality in the workplace.

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