Customer Support Specialist II
About The Position
We are seeking a highly motivated and energetic individual to join our team as a Customer Support Specialist II. As a Customer Support Specialist, you will be responsible for providing exceptional customer service to our fuel and lubricant customer base that spans across the Pacific Northwest. If you enjoy working in a fast-paced environment and creating long lasting relationships with customers drop in your application today! Wilcox + Flegel is a match for you if… You are looking for an employer that provides not only the basics…but SO MUCH MORE. We provide competitive pay and industry leading benefits that allow you to take care of yourself and the ones that mean the most to you. Our schedules allow you to spend time with those that mean the most to you, doing the things that you enjoy. We also offer development opportunities that line up with your professional goals. You are looking for a STABLE and professional work environment that offers opportunity for advancement across departments. Wilcox + Flegel has been a family-owned fuel and lubricant distributor since 1952. Some of our 400+ team members have decades of tenure because we truly value our team members and invest in their learning and development. You are looking for an employer that values a TEAM ENVIRONMENT. At Wilcox + Flegel, we all have a common purpose and commitment. Each of our roles is critical and contributes to the success of our organization. As a member of the team, you will be recognized and valued for your contributions, and you’ll have your teammates cheering you on and supporting you along the way!
Requirements
- High school diploma or equivalent required
- 2-3 years of office and financial experience
- Excellent interpersonal skills as well as verbal and written communication skills
- Highly organized with strong ability to multi-task.
- Able to assess competing demands and determine appropriate direction.
- Proven ability to learn quickly and adapt to changing environment; agile, flexible, and resilient.
- Continuously pursuing knowledge growth around Fuel, lubricants, Antifreeze, and the services that Wilcox + Flegel offers our valued customers.
- Ability to maintain confidentiality.
- DM2-Sage or other ERP systems.
- Highly Experienced in Salesforce/CRM Software systems.
- Highly Proficient using Microsoft Office Suite (Word, Excel, Outlook, PowerPoint).
Nice To Haves
- Associate degree in applicable field or equivalent combination of education and experience.
- Knowledge of Account Management principles, methods, and practices.
- Advanced lubricant product knowledge (training provided).
Responsibilities
- Representing Wilcox and Flegel with professional communication and treating our customers courteously and respectfully.
- Building relationships and rapport with customers from inside the business.
- Monitoring and maintaining Salesforce case queue.
- Continuously growing and/or learning product knowledge.
- Entering orders into accounting and web-based software.
- Managing customer orders and back orders using established tracking/reporting methods.
- Supporting business growth initiatives by providing quotes and reports to established customers.
- Supporting the sales team with price inquiries and inventory availability.
- Generating reports as needed, internal and external.
- Proactively managing order collection using various methods such as phone, email, and web-based applications.
- Scheduling customers' deliveries and providing updated ETA on orders.
- Setting up customer admin to ensure their experience with W+F is as effortless as possible. This includes: Monitoring tank monitors, Filing and updating customer delivery instructions, Resale certificates, Providing customer reports, Tracking customer orders.
- Updating customer account information as needed.
- Ordering/Maintaining office supply inventory.
- Acting as a liaison for our customers between sales/procurement and or operations to ensure the highest level of customer satisfaction.
- Supporting all lines of business with their inquiries and requests.
- Creating instruction form for customer deliveries.
- Generating reports for our Cardlock, Fuel and Lubricant customers.
- Showing accountability for daily performance expectations.
- Troubleshooting, researching, and recommending solutions for complex customer resolutions.
- Leading and/or participating in weekly site meetings.
- Training and assisting new Customer Support Team Members.
Benefits
- Medical, Dental, Vision, RX, Optional FSA
- Optional Medical Waive Bonus
- Company paid Life Insurance, Short Term & Long-Term Disability, and AD&D
- 401(k) with generous company match
- Paid Time off, 120 Hours Per Year
- 7 Paid Holidays
- Working Holiday Pay
- Volunteer Employee Program - get paid to volunteer!
- Employee Fuel Discount Account
- Wellness Program Incentives
- Recognition & Reward Program
- Team Member Referral Bonus
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
