Customer Service Representative

American Refining Group Inc.•Bradford, PA

7d•Onsite

About The Position

This position communicates with customers by fax, phone, e-mail, and electronic data interface concerning orders, shipments, returns, product availability, terms, complaints, and other business-related matters. Receives and accurately enters orders from phone, fax, email, and EDI into database. The role involves performing basic order entry and data processing, scheduling freight, coordinating shipment activities, and completing DIFOT tracking and reporting. The representative will respond to routine customer inquiries, follow established procedures, and escalate non-routine issues. This is an entry-level position where the individual will work under regular supervision and coaching while developing job knowledge and proficiency. Key tasks include verifying customer pricing and responding to callouts during unscheduled work times as needed. The company, ARG, is the longest continuously operating refinery in North America, dating back to 1881, and prides itself on offering competitive pay, generous benefits, and a supportive culture of growth and learning.

Requirements

High school diploma or equivalent required; associate degree.
Zero to two years of experience in customer service or a related field.
Comprehensive knowledge of Microsoft Office Suite and advanced software packages.
Must possess and maintain a valid motor vehicle driver’s license.
Demonstrate basic problem-solving skills to resolve routine issues and identify when escalation is needed.
Practice active listening to effectively understand and respond to customer and internal stakeholder needs.
Collaborate effectively with team members and cross-functional departments.
Maintain basic proficiency in company software and standard business applications.
Apply fundamental organizational and time management skills to prioritize work and maintain accurate records.
Entry-level position with the ability to learn American Refining Group (ARG) systems, products, and business processes.
Basic understanding of the Quality Management System (QMS), company procedures, and standard work instructions.
Ability to perform work that meets established quality standards with only occasional non-critical errors.
Demonstrated ability to maintain accuracy and avoid recurring critical errors while following established procedures.
Meet deadlines, focus attention, work independently, independent judgments, work with a team, communicating, reading comprehension, critical thinking/troubleshooting.
Seeing, speaking, hearing, sitting, walk/climb, stand/reach, listen, writing, driving, keyboarding.
Push/pull/lift/carry 35 pounds.

Nice To Haves

Occasional travel may be required.

Responsibilities

Communicates with customers by fax, phone, e-mail, and electronic data interface concerning orders, shipments, returns, product availability, terms, complaints, and other business-related matters.
Receives and accurately enters orders from phone, fax, email, and EDI into database.
Perform basic order entry and data processing in company systems.
Schedule freight and coordinate routine shipment activities.
Complete DIFOT (Delivery in Full, On Time) tracking and reporting.
Respond to routine customer inquiries regarding order status and shipment updates.
Follow established procedures, work instructions, and communication guidelines.
Escalate non-routine issues or exceptions to the appropriate team member or supervisor.
Work under regular supervision and coaching while developing job knowledge and proficiency.
Ensure customer pricing is verified.
Respond to callouts during unscheduled work times to address customer service matter as needed.
Perform other duties assigned by supervisor/ manager.