Customers Operations Specialist – South Africa and SADC (Castrol)

Entity:

Customers & Products

Job Family Group:

Business Support Group

Job Description:

This is a role within the Castrol organization, and the successful candidate will become part of the Castrol ring-fence. If you are part of the ring-fence, it is expected that your employment will move with Castrol to new ownership.

It's more than just oil. It's liquid engineering. Castrol provides all the oils, fluids and lubricants the world needs, for every driver, every rider and every industry.

Castrol is here to serve every driver, every motorcyclist and every industry on earth. We do this through Liquid Engineering. That means crafting high performance oils, lubricants, fluids and greases for every application you can imagine. We also know that you need every part of your world to run efficiently, so we lubricate every part of the car or motorcycle you own, the escalators at your local shopping mall, the elevator at your office, and even the production line that made your refrigerator.

We are here for you in the world's mines and quarries, its cruise ships and airliners, its wind farms and wheat fields. Whatever you need, we help make it happen.

About the role

We are looking for a Customer Operations Specialist to support our South Africa and SADC markets, playing a critical role in enabling seamless sales operations and delivering an outstanding end-to-end customer experience.

In this role, you will act as the operational backbone of the business, ensuring effective execution of the Order-to-Cash (O2C) process while collaborating closely with cross-functional teams including Sales, Customer Service, and Supply Chain.

You will bring a strong customer-centric attitude, driving process excellence, digital enablement, and continuous improvement to improve both operational efficiency and customer satisfaction.

What you will deliver

• Enable seamless execution of end-to-end Order-to-Cash and Lead-to-Contract processes, ensuring high-quality customer experience
• Act as a key connector between Sales, Customer Service, Supply Chain, and customers, improving collaboration and efficiency
• Provide ongoing operational and commercial support to frontline Sales teams and customers
• Coordinate and implement digital initiatives (e.g. EDI, eCommerce platforms, automation tools) across the market
• Execute clear and effective customer communication strategies
• Support tenders, customer onboarding, and contract renewals
• Monitor and manage customer performance KPIs and SLAs, ensuring targets are met
• Resolve complex customer issues and manage escalations effectively
• Identify and implement continuous improvement and automation opportunities to improve operational performance
• Contribute to delivering innovative, customer-focused service offerings aligned with global frameworks

What you will need to be successful

• Proven experience in operations, customer service, or sales support, ideally within B2B and/or B2C environments
• Strong understanding of Order-to-Cash / Lead-to-Cash processes
• Familiarity with digital tools and systems such as SAP, Salesforce, or similar platforms
• Excellent stakeholder management and communication skills, with the ability to work across multiple functions
• A customer-first mindset with a passion for delivering exceptional service
• Strong problem-solving and analytical skills, with a continuous improvement mindset
• Ability to manage priorities in a fast-paced, complex environment
• High level of digital fluency and adaptability to new tools and processes
• Resilience, agility, and the ability to navigate ambiguity and change

Why join us?

At castrol, we support our people to grow in a diverse and exciting environment. We believe that our team is strengthened by diversity.

There are many aspects of our employees’ lives that are meaningful, so we offer benefits to enable your work to fit with your life. These benefits can include flexible working options, a generous paid parental leave policy, excellent retirement benefits, among others!

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

Reinvent your career as you help our business meet the challenges of the future. Apply now!

Travel Requirement

Up to 10% travel should be expected with this role

Relocation Assistance:

This role is not eligible for relocation

Remote Type:

This position is a hybrid of office/remote working

Skills:

Agility core practices, Analytical Thinking, Business process improvement, Commercial Acumen, Communication, Conflict Management, Creativity and Innovation, Customer centric thinking, Customer enquiries, Customer experience, Customer Service, Customer Support, Customer Value Proposition, Digital Fluency, Resilience, Self-Awareness, Sustainability awareness and action, Understanding Emotions, Workload Prioritization

Legal Disclaimer:

We are an equal opportunity employer. We do not discriminate on the basis of protected characteristics like race, religion, color, sex, national origin, sexual orientation, veteran status or disability status. Individuals with an accessibility need may request an adjustment/accommodation related to bp’s recruiting process (e.g., accessing the job application, completing required assessments, participating in telephone screenings or interviews, etc.). If you would like to request an adjustment/accommodation related to the recruitment process, please contact us.

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.