Customer Service Representative

Customer Service Representative position is an excellent opportunity for someone who enjoys a fast paced, dynamic environment. As the face of the company to our external customers, and a key supply chain contributor internally, this position is critical to our success. Teamwork, poise under pressure, and the drive to make a difference are required for success.

• Provides sales and customer support for assigned customers by acting as a contact for scheduling and service needs.
• Builds and maintains business relationships with clients by providing prompt and accurate service to promote customer loyalty.
• In addition to receiving and processing orders, serves as a customer advocate, responsible for ensuring that order quality, quantity, and scheduling meet the customer requirements.
• Serves as a contact for customers and/or products in relation to the placement and scheduling of orders and deliveries. Initiates and/or receives these orders via phone, email or eFax and updates forecasts and plans as information is received.
• Troubleshoots customer concerns and fields technical questions. Receives concerns and questions and resolves them directly or coordinates resolution with the department that can best handle the issue.
• Records any issue that affects the customer in the nonconformance database and drives top quartile customer satisfaction performance.
• Ensures that proper procedures for order confirmation, shipping documentation, and invoicing are followed.
• Follows up on any delays in shipments and keeps the status up to date in Oracle and all scheduling applications.
• Organizes paperwork from each shipment (load sheet, COA, bill of lading, etc.) and files following standard procedures.
• Based on order projections and actual orders, coordinates with offsite terminals handling inbound and outbound shipments as needed to assure order execution. Schedules shipments to terminals to support planned/actual orders.
• Supports change initiatives focused on supply chain improvement objectives.

• Associate degree from accredited university or institution (5+ years of experience will act as a substitute)
• 3+ years of experience in B2B (Business to Business) Customer Service
• 3+ years of experience with an Enterprise Resource Planning (ERP) system

• Bachelor’s degree from accredited university or institution
• Refining / Chemical / Petrochemical industry experience
• Oracle ERP systems experience