Customer Service Analyst

ONEOK • Tulsa, OK

6h • Onsite

About The Position

The Customer Service Representative is responsible for day-to-day system inventories and interfaces directly with customers to address inventories and shipments via internal and external inventory systems. The Customer Service Representative provides customer support for Refined Products shippers, carriers, suppliers, terminal personnel and logistics. This includes customer support for ticketing, overrides, product transfers and product availability. Strong communication and customer service orientation are required as well as the ability to manage high-volume and time-sensitive transactions. The ability to compile, examine and analyze information and provide resolutions to a diverse range of complex problems where an evaluation of several identifiable factors is regularly required. Must be able to exercise judgement and make independent decisions to obtain solutions.

Requirements

• Experience in use and function of office equipment including mainframe applications and microcomputers and applicable software
• Experience reading and interpreting applicable contracts, agreements, reports, correspondence, manuals, and printouts
• Experience interacting, advising, and communicating effectively
• Ability to solve complex problems, identify and execute the solution
• Ability to handle multiple issues
• Ability to communicate effectively orally and in writing in English
• Ability to communicate effectively with supervisors, co-workers, internal and external customers
• Ability to work in stressful and changing environmental conditions
• Ability to work under time pressure, tight deadlines and interruptions
• Ability to use a personal computer with the Windows® operating system to complete time sheets, send and receive e-mail, and access information posted on the Company’s intranet
• Ability to operate a multi-line phone system.
• Ability to follow instructions or standard procedures
• Ability to compile and/or examine information and select the best action from defined alternatives
• Ability to organize and/or analyze information and identify solutions from a range of alternatives
• Ability to deal with complex issues which require substantial analysis or independent judgment

Nice To Haves

• Industry experience preferred, but not required

Responsibilities

• Ability to work on cross functional teams to support customer transactions
• Fast paced work environment where after-hours work is sometimes required
• Provide assistance to internal customers on product movement to departments such as: accounting, credit, information technology (IT), and scheduling
• Conduct business within the confines of regulating entities such as Federal Energy Regulatory Commission (FERC) and state commissions
• Interact with customers, operators, producers, pipeline companies and others concerning nominations, allocations, billing, imbalances, daily flow and operational orders
• Provide customer support to shippers/customers using the PTS/ATLAS/Fuel Facs/TAS systems in conjunction with answering telephone/email inquiries regarding system problems, performing on-line checks to determine the source of the problem, and making on-line entries, if feasible to solve the problem
• Assist internal/external customers with ticketing pipeline movements, product transfer orders, product regrades
• Assist terminal operators with product loading issues related to terminal loading systems (Fuel Facs/TAS) and provide periodic training to field operators and other system users
• Resolve problems with bills of lading, including researching and explaining reasons for bills or credits to shippers and processing change of supplier information
• Assist customers with setting up all load authorizations, carrier set-ups, driver/trailer set-ups and assist with operational audits regarding all terminal related activities
• Maintain monthly contract/customer incentive programs used for monthly review meetings with management
• Evaluate additive systems to ensure costs are controlled, product quality is maintained, customer marketing programs are successful and compliance with rules and regulations are followed.
• Direct applicable ONEOK/Magellan business units to perform tasks to troubleshoot issues on additive system components – tanks, pumps, injectors, inventories; data transmission platforms – ATLAS, Falcon, TAS, Additive PLC, Accuload, Petrocount; and data services – custom product codes, Bill of Ladings.
• Select the applicable additive(s) and product(s) specific to a customer’s application or marketing effort, which involves ensuring the correct injection rates for each and ensuring all data entered in the data transmission platforms download properly to each applicable terminal and specific rack meter.
• Responsible for all ONEOK/Magellan base product “recipes” and more than 2,000 custom blend product recipes as they pertain to a customer’s marketing programs
• Maintain and resolve issues related to the PIDX (Petroleum Industry Data Exchange) tables on all data transmission platforms

Benefits

• ONEOK is committed to making our workplace accessible to individuals with disabilities and will provide reasonable accommodations, upon request, for individuals to participate in the application and hiring process.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level