Customer Service Representative (Regional Key Account Management) - German speaking

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

As a Regional Key Account Management Customer Service Representative (RKAM CSR), you will be a key point of contact for Regional, Global and Strategic Accounts, providing first- and second-line support across a wide range of customer enquiries and operational activities.
This is a highly collaborative, customer-facing role where you will work closely with external customers and internal stakeholders across Sales, Supply Chain, Finance, Operations, Demand Planning, Customer Credit and Tax to ensure orders are processed accurately, deliveries happen on time and customer expectations are consistently met. You will manage enquiries across multiple channels, resolve complex issues and escalations, and proactively monitor customer accounts to identify and address potential issues before they impact the customer's operations.

About the team

Our Customer Service team is responsible for delivering efficient, high-quality and customer-focused support across day-to-day customer service and order management activities. The team works closely with customers, business partners, service providers and internal functions to ensure strong service delivery, effective issue resolution and continuous improvement across the customer journey.

Key tasks

• Act as a first and second-line point of contact for Regional, Global and Strategic Accounts, supporting buyers, planners, procurement teams and delivery locations across multiple channels.
• Manage end-to-end order processing and fulfilment, including order tracking, allocation, delivery issues and supply availability, ensuring customer expectations and service levels are met.
• Take ownership of customer enquiries, complaints and escalations, coordinating with internal stakeholders to drive timely and sustainable resolution.
• Proactively monitor key accounts to identify potential supply, operational, financial or service issues before they impact customer operations.
• Maintain accurate customer master data, account information and pricing, while supporting reconciliation, cash collection and transactional pricing activities with relevant teams.
• Partner with Global Account Managers and cross-functional stakeholders to support customer planning, tenders, forecasting and other strategic account activities.
• Identify root causes, process gaps and inefficiencies, contributing to continuous improvement, process optimisation and service excellence.
• Support quality, audit and risk-management activities, including user acceptance testing, reporting and escalation of high-risk customer issues.

Experience required

• Minimum 36 months of experience in customer service, a telephone-based customer environment, Business Service Centre or a similar operational role.
• Experience managing customer enquiries, orders, complaints or escalations, with demonstrated ownership from initial contact through to resolution.
• Working knowledge of end-to-end Order-to-Cash processes and customer order management.
• Strong problem-solving, organisational and time-management skills, with the ability to manage multiple priorities accurately.
• Excellent written and verbal communication skills and confidence working with customers and stakeholders in an international environment.
• Strong stakeholder management and relationship-building skills, with the ability to work effectively across multiple functions.
• Experience using SAP and/or Salesforce and Microsoft Office applications; strong digital confidence is expected.
• A proactive, self-reliant and solution-oriented mindset, with a strong focus on customer experience and continuous improvement.
• Languages English and German Proficieny (mandatory) / Hungarian is a strong plus

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.