About the Role:

Grade Level (for internal use):

09

S&P Global Commodity Insights

The Role: Associate Client Services Manager
           

The Impact: The Specialist provides the best possible frontline service experience in support of customers and prospects. Working in a high performance client services department, the Specialist acts as an escalation point for queries that cannot be solved by the first level within a certain timeframe. This position serves and supports the Platts customer to ensure that the client receives maximum value and benefit.  The position is also responsible for serving as a knowledgeable resource to other business associates and customer in the areas of industry, best practices, and product usage. He/She helps to identify and escalate problems affecting a number of customers or influencing the timely resolution of one customer’s enquiry. This would include escalations to the team leader and other Regional support, Sales or other resolver groups as appropriate

The Team/The Business: Platts is a leading global energy, petrochemicals, metals and agriculture information provider, and a premier source of benchmark price references. Platts has a highly diverse workforce, a global perspective, and a “business casual” culture.

Responsibilities:

• Provide proactive and reactive support to customers through all possible interaction methods.  These include telephone, e-mail, chat and others.

• Assist clients with resolutions to questions concerning products, billing, technical, delivery issues, account/contract status, change of address, cancellation requests, refund requests, and all pertinent queries

• Spearheads special projects and participates in a global process improvement project

• 100% adherence to Salesforce.com and adoption of all service procedures that provides Platts and the business partners with comprehensive and actionable solutions-oriented metrics.

• Meet or exceed business SLA’s and business process requirements through effective prioritization and timely problem resolution.

• Coordinate regularly with Regional CS team to stay up-to-date with any changes that impact customers and end-users.

• Proactively maintain a high level of knowledge about product (s) and market(s) through self-study, research, and analysis.

• Exchange information and share knowledge with the team to maximize knowledge and the effectiveness of the specialist group as a whole.

• Support and champion knowledge development  and process improvements within the Platts CS

• Run series of trainings or teach-backs for staff to raise the overall knowledge and skill levels of designated products or process.

• Manage and drive conclusions with next level resolver groups, in order to bring closure for escalated issues and meet customer demands for problem resolution.

• Build relationships internally and externally to core stakeholders of specialist product area(s).

• Ensure the upkeep of the Knowledge databases on designated products to maintain its relevance and pertinence.

Requirements:

• Basic project management skills.

• The ability to develop share knowledge and develop skills in others.

• Ability to communicate effectively both verbally and in writing in English and any other designated languages with customers and colleagues

• Proven experience in supporting product specialty area(s) to which the role relates. Exceptional understanding of Platts products and proven experience working independently, demonstrating strong problem solving skills, work prioritization and escalation skills.

The Schedule: Rotational Schedule on APAC, EMEA and AMER

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About S&P Global Commodity Insights
At S&P Global Commodity Insights, our complete view of global energy and commodities markets enables our customers to make decisions with conviction and create long-term, sustainable value.

We’re a trusted connector that brings together thought leaders, market participants, governments, and regulators to co-create solutions that lead to progress. Vital to navigating Energy Transition, S&P Global Commodity Insights’ coverage includes oil and gas, power, chemicals, metals, agriculture and shipping.

S&P Global Commodity Insights is a division of S&P Global (NYSE: SPGI). S&P Global is the world’s foremost provider of credit ratings, benchmarks, analytics and workflow solutions in the global capital, commodity and automotive markets. With every one of our offerings, we help many of the world’s leading organizations navigate the economic landscape so they can plan for tomorrow, today.

For more information, visit http://www.spglobal.com/commodity-insights.

What’s In It For You?

Our Purpose:

Progress is not a self-starter. It requires a catalyst to be set in motion. Information, imagination, people, technology–the right combination can unlock possibility and change the world.

Our world is in transition and getting more complex by the day. We push past expected observations and seek out new levels of understanding so that we can help companies, governments and individuals make an impact on tomorrow. At S&P Global we transform data into Essential Intelligence®, pinpointing risks and opening possibilities. We Accelerate Progress.

Our People:

We're more than 35,000 strong worldwide—so we're able to understand nuances while having a broad perspective. Our team is driven by curiosity and a shared belief that Essential Intelligence can help build a more prosperous future for us all.

From finding new ways to measure sustainability to analyzing energy transition across the supply chain to building workflow solutions that make it easy to tap into insight and apply it. We are changing the way people see things and empowering them to make an impact on the world we live in. We’re committed to a more equitable future and to helping our customers find new, sustainable ways of doing business. We’re constantly seeking new solutions that have progress in mind. Join us and help create the critical insights that truly make a difference.

Our Values:
 

Integrity, Discovery, Partnership

At S&P Global, we focus on Powering Global Markets. Throughout our history, the world's leading organizations have relied on us for the Essential Intelligence they need to make confident decisions about the road ahead. We start with a foundation of integrity in all we do, bring a spirit of discovery to our work, and collaborate in close partnership with each other and our customers to achieve shared goals.

Benefits:

We take care of you, so you can take care of business. We care about our people. That’s why we provide everything you—and your career—need to thrive at S&P Global.

Our benefits include: 

• Health & Wellness: Health care coverage designed for the mind and body.

• Flexible Downtime: Generous time off helps keep you energized for your time on.

• Continuous Learning: Access a wealth of resources to grow your career and learn valuable new skills.

• Invest in Your Future: Secure your financial future through competitive pay, retirement planning, a continuing education program with a company-matched student loan contribution, and financial wellness programs.

• Family Friendly Perks: It’s not just about you. S&P Global has perks for your partners and little ones, too, with some best-in class benefits for families.

• Beyond the Basics: From retail discounts to referral incentive awards—small perks can make a big difference.

For more information on benefits by country visit: https://spgbenefits.com/benefit-summaries

Global Hiring and Opportunity at S&P Global:

At S&P Global, we are committed to fostering a connected and engaged workplace where all individuals have access to opportunities based on their skills, experience, and contributions. Our hiring practices emphasize fairness, transparency, and merit, ensuring that we attract and retain top talent. By valuing different perspectives and promoting a culture of respect and collaboration, we drive innovation and power global markets.

20 - Professional (EEO-2 Job Categories-United States of America), SLSGRP202.1 - Middle Professional Tier I (EEO Job Group)