Customer Service Coordinator II, Lubricants

Phillips 66 • Houston, TX

2d • $81,000 - $99,000

About The Position

The Customer Service Coordinator II, Lubricants is a key problem solver and strategic partner in the order to cash process for the Finished Lubricants Supply Chain organization. This role owns direct customer interface across product supply and delivery, order entry, pricing, issue resolution, invoicing, and projects.

Requirements

• Legally authorized to work in the United States
• Associate’s degree or higher
• 1 or more year(s) of customer facing work experience
• Intermediate or greater level of proficiency in Microsoft Office (Outlook, Excel, Word, PowerPoint)

Nice To Haves

• 3 or more years of customer facing experience, preferably in a B2B or industrial environment
• Bachelor’s degree or higher in Business, Marketing, or another related field
• Experience with SAP SD and SAP reporting tools
• Experience with Salesforce or other CRM platforms
• Knowledge of truck, rail, and waterborne transportation modes and Incoterms
• 1 or more years of experience developing, recommending, and implementing high impact process improvements

Responsibilities

• Serve as the central point of contact and subject matter expert for day to day management of customer operational issues.
• Own operational decisions to ensure orders are placed accurately, deliveries are error free, billing is prompt and correct, and customer requirements are clearly understood and met.
• Manage product shipments end to end, tracking orders and intervening proactively to ensure timely arrival at customer locations.
• Troubleshoot complex problems such as service disruptions, supply constraints, and delivery/invoicing issues with multiple stakeholders (plants, carriers, warehouses, sales, and customers).
• Respond promptly to advanced issue escalations, including providing or coordinating managerial approvals as required.
• Partner closely with Lubricants Management, Sales Representatives, Customer Service Account Specialists, Phillips 66 plants, Logistics, Transportation, Finance, and other key stakeholders to optimize the value chain and deliver a differentiated customer experience.
• Deliver prompt, clear, concise, multi mode communication (phone, email, virtual meetings) that adapts to the audience and situation to ensure customer feels heard, informed, and confident in our service and ability to meet their needs.
• Navigate difficult or sensitive conversations with customers and internal stakeholders in a way that builds trust and preserves strong relationships.
• Prioritize and manage multiple accounts, issues, and projects simultaneously, maintaining a high level of accuracy and follow through.
• Proactively identify, recommend, and implement process improvements that increase efficiency, reduce pain points, improve margin, and enhance customer satisfaction.
• Use customer relationship management tools (e.g., Salesforce) to document interactions to maintain a complete view of customer activity.
• Back up other Customer Service Center roles for vacation coverage and workload surges, contributing to a strong team environment.

Benefits

• Annual Variable Cash Incentive Program (VCIP) bonus
• 8% 401k company match
• Cash Balance Account pension
• Medical, Dental, and Vision benefits with an annual company contribution to a Health Savings Account for employees on HDHP
• Total well-being programs and incentives, including Employee Assistance Plan, well-being reimbursement, and backup family care services

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree
• Number of Employees: 5,001-10,000 employees