Sonia Orsucci discusses ExxonMobil’s dedication to customer service
Basestocks Global Expertise Showcase
Sonia Orsucci, Senior Customer Service Professional, ExxonMobil Basestocks & Specialties Export & Central Europe
ExxonMobil Basestocks has an expansive global network that is dedicated to its customers. Numerous men and women are working hard behind the scenes to bring “engineered fluids” to market. Meet one of our own, Sonia Orsucci, a Senior Customer Service Professional, based in Prague as she shares her perspective on how she supports the customer and why customer service is important her.
Tell us about your role at ExxonMobil. What’s your favorite part about your current position?
I work in the customer service department where our main task is order fulfilment, but really that’s only the beginning. Our team helps to ensure that the whole process – from scheduling and invoicing to account set up and customer connects – flows seamlessly. We work with ExxonMobil departments that span logistics, sales and supply. Really, our team is one piece of a large puzzle and we ensure everyone is connected and that our customers always remain top of mind.
I’m a real problem solver, and it’s something I love to do. In this role, ExxonMobil Basestocks customers come to me to talk through any obstacles, and we work through them together.
Working on a team that needs to serve multiple stakeholders while keeping internal parties connected can be quite complex. How do you ensure integration and satisfaction among all parties?
It is complex! It’s important to be an excellent team player, with our customers and internally. The best results are achieved when everyone works together and lines of communication remain open. Achieving this on an ongoing basis is the most rewarding part of my job, and something I strive for each day.
What’s something unique about the work you do that might surprise others?
For me, the most unique aspect of my role is that I have an opportunity to solve complex problems each and every day. When customers contact me to raise questions or notify the team of an obstacle, I am in a position to help them come up with a solution. I welcome the opportunity to offer new approaches and solutions, and our customers appreciate that. Often times these solutions can lead to new ways of working, and even new procedures that we’ll implement on an ongoing basis. I’m sure our customers learn a lot from me, but I also learn a great deal from them! Our customers are at the heart of everything we do here, and that two-way communication is essential.
For key insights into the industry, subscribe to our quarterly newsletter Taking Stock.