Customer Service Specialist IOU

HF Sinclair•Tulsa, OK

24d•Onsite

About The Position

Based on-site in Tulsa, Oklahoma, this position supports the IOU group as part of the Lubricants & Specialties division. Reporting to the Team Lead Customer Service, the Customer Service Representative is accountable for order management and customer service excellence. They are responsible for customer communication from order to fulfillment while working with Sales and Global Supply Chain to fulfill customer orders. They are 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.

Requirements

1-3 years of experience in a customer-facing role, account management, or project coordination.
Fluent verbal and written English
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
Ability to work independently and as part of a team, with a strong sense of urgency.
Adhere to process and strive for operational efficiency
Collaborate and solve problems effectively with external and internal partners
Process improvement mindset
Work well under pressure and in a fast-paced environment
H.S. Diploma or equivalent.

Nice To Haves

Experience in end-to-end order management role in a manufacturing business environment.
Post-secondary education preferred.
Knowledge of lubricant product applications is an asset.

Responsibilities

Act as the primary point of contact, providing strong service for key accounts.
Receive, expedite and accurately process to completion all sales orders in SAP or internal web-based ordering system to meet customer expectations.
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 orders and invoices.
Resolve order and delivery problems, including return coordination on behalf of the customer in a professional and timely manner.
Provide customers with technical information, technical data sheets, promotional materials and safety data sheets as necessary.
Promote and enforce internal quality policies and procedures, including reporting of issues into our internal tracking systems.
Make appropriate packaging recommendations based on customer queries.
Manage accounts with special requirements to ensure strong customer experience.
Provide peer training and onboarding of new team members through shadowing and coaching.
Provide training to external customers on our web-based ordering system.
Month end Reporting responsibilities for certain desks.
Ensure compliance in our training documentation and programs.
Support IT enhancements and projects through user acceptance testing as required.
Special assignments or tasks assigned to the employee by their supervisor, as determined from time to time in their sole and complete discretion.