Customer Service Specialist

Basic Function

Petro-Canada Lubricants Inc. (PCLI), an HF Sinclair company is seeking a full-time Customer Service Specialist. Reporting to the Team Lead Customer Service, the Customer Service Specialist is accountable for order management and customer service excellence and is responsible for customer communication from order to fulfillment while working with Sales and Global Supply Chain to fulfill customer orders. The Specialist is the primary point of contact for customers.

The Customer Service role is progressive in nature where new employees will start learning more fundamental skills and eventually develop the more complex expertise required to offer a superior customer experience and personal development opportunities.

Job Duties

Act as the primary point of contact, providing strong service for key accounts and distributors

Receive, expedite and accurately process to completion all sales orders in SAP or iBuy to meet customer expectations

Coordinate, confirm and communicate all deliveries to the customers

Work with customers, sales representatives, production and distribution to effectively fulfill customer requirements including completion of all appropriate documentation

Run daily open order reports along with monthly billing due list processing to ensure we are capturing all pending order and invoices

Resolve order and delivery problems often with return coordination on behalf of the customer in a professional and timely manner

Provide customers with technical information, technical data sheets, promotional materials and material safety data sheets as necessary

Promote and enforce internal quality procedures and policies

Make appropriate product and packaging recommendations based on customer queries

Manage accounts with special requirements to ensure a strong customer experience

Provide peer training and onboarding of new team members through shadowing and coaching

Offer subject matter knowledge of Customer Service Systems like iBuy, SAP, Salesforce to ensure we are compliant and fully adopted

Month end Reporting responsibilities for certain desks

Ensure compliance in our training documentation and programs

Special assignments or tasks assigned to the employee by their supervisor, as determined from time to time in their sole and complete discretion

Experience

Two or more years of experience in a customer service related role

Experience in end-to-end order management role is preferred

Education Level

Post-secondary education however, a combination of education and work related experience will be considered

Required Skills

Excellent time management and organizational skills to manage a workload in a fast paced, high volume environment

Strong communication skills, both verbally (for over the phone communication) and written (for email communication)

Exceptionally strong customer service focus, with an ability to translate customer requests into actionable results

You adhere to process and strive for operational efficiency

You collaborate and solve problems effectively with external and internal partners

Process improvement mindset

Work well under pressure and in a fast pace environment

Knowledge of lubricant product applications, such as Active Learner, is an asset

Work Conditions

This is an office based role based out of the Lubricants Corporate office at 2310 Lakeshore Road West, Mississauga

In office Monday through Thursday with a work from home option on Fridays

Our hiring process incorporates AI tools to assist with the recruitment process

This job posting is to fill an existing vacancy within our organization

The salary range for this position is $60,000 - $65,000 annually, based on experience and qualifications

Physical Requirements

Job conditions require standing, walking, sitting, twisting, stooping, crouching, kneeling, talking or hearing, making precise hand and finger movements, reaching or grasping. Job conditions may require making visual inspections, lifting and/or carrying up to 25lbs, pushing and/or pulling up to 25lbs, climbing up to 3ft, ability to operate and drive all assigned company vehicles at company standard insurance rates, with valid state drivers license and proof of insurance, working in confined spaces, and perceiving color differences.