Customer Service Order Manager - Refinery

Summary

GFL Environmental Services is seeking an experienced Customer Service Order Manager for its Oil Refinery Business. The role serves as a key liaison between external customers, refinery operations, sales, and logistics staff. Responsibilities include managing orders for refined products—primarily base oil and finished lubricants—shipped from two refineries to customers across North America. The objective is to ensure all customer orders are fulfilled to the customer’s satisfaction while maintaining clear, timely communication throughout the order cycle.

• Health, Vision, and Dental Insurance
• 401(k) with company matching
• Paid Holidays
• Three weeks of PTO annually
• Additional benefits

• Receive, confirm, and schedule customer orders.
• Balance requested ship dates with plant production and truck/railcar availability.
• Coordinate shipping schedules with plant production and logistics staff.
• Monitor inbound and outbound truck/railcar movements.
• Maintain and update the Order Book in coordination with other Customer Service Order Managers.
• Communicate order status and schedule updates directly to customers.
• Serve as the central communications point between multiple GFL departments and customer supply chain staff.
• Provide shipping documentation such as Bill of Lading, Certificate of Analysis, truck scale tickets, and railcar outage volumes.
• Respond to all customer order inquiries.
• Implement pricing updates with Sales and confirm accurate pricing on purchase orders.
• Support accurate customer invoicing with timely information.
• Prioritize customer orders with Sales during periods of limited supply.
• Escalate higher‑level customer issues to Sales.
• Analyze order patterns and engage customers or Sales when orders fall behind or ramp up.
• Handle minor volume discrepancies and invoice credit requests.
• Alert customers if GFL‑shipped trucks or railcars are not offloaded in a timely manner.
• Monitor customer credit limits and outstanding payments as notified by Accounts Receivable.
• Assist with late payment follow‑up with customer Purchasing and Accounts Payable departments.
• Share customer‑reported demand information with Sales to support monthly forecasts.
• Back up other Customer Service Order Managers during paid time off.

• Minimum 5–7 years of Customer Service experience, preferably in oil, lubricants, or energy industries.
• College undergraduate degree from an accredited university (associate degree considered with at least 10 years of work experience).
• Experience at a company with annual revenue of at least $250 million.
• Proven ability to interact effectively with external customers of various sizes and multi‑functional internal departments.
• Comfort and accuracy with numerical data.

• Excellent verbal and written communication skills.
• Exceptional phone and email communication abilities.
• Strong relationship building and active listening skills.
• High organizational aptitude.
• Proficiency in accurately recording details and compiling supporting documentation related to customer orders.
• Flexibility to juggle schedules in response to changing customer demands or operational constraints.
• Composure in handling complaints or timing pressures.
• Effective collaboration in multi‑functional planning meetings.
• Self‑motivated problem‑solving with minimal supervision.
• Proficiency with Microsoft Excel, Word, Outlook, and corporate systems.

GFL is committed to equal opportunity for all, without regard to race, religion, color, national origin, citizenship, sex, sexual orientation, gender identity, age, veteran status, disability, genetic information, or any other protected characteristic. GFL does not provide visa sponsorship for this position. Valid work authorization in the country where the job is located is required. Successful candidates will be required to provide valid documentation confirming their eligibility to work in the country where the job is located prior to their start date.