Customer Service Specialist Jobs

• Pension Plan
• On-site Cafeteria (select locations)
• Paid Vacation Time
• On-site Credit Union and ATM (Corporate office only)
• Parental Leave
• Educational Assistance Plan
• Company-Paid Sick Leave and Long-Term Disability
• On-site Health Clinic
• Company-Paid Life Insurance for Active Employees
• Dependent Children Scholarships
• On-site Fitness Center (select locations)
• 9/80 Work Schedule Option (where applicable)
• Excellent 401(k) Match
• Options are department and/or location specific
• Remote Work options available for eligible positions
• Annual Vacation Incentive (40-120 hours of additional pay) for Eligible Employees
• Company-Paid Holidays
• Service Awards Program
• Healthy Rewards Program
• Employee Discount Programs
• Reimbursement for Gym Membership
• Medical, Dental, & Vision Plans; FSA and HSA options

PLEASE NOTE ALL JOBS DO NOT QUALIFY FOR ALL PERKS

Relocation Benefits are not available for this position.

Employer will not sponsor visas for position

Develop a positive customer experience journey that enhances the business to business relationship, fosters continued patronage, and encourages supplier advocacy. Manage lubricant customer orders from receipt of order to invoice, by utilizing various software applications including SAP, MarketNet, Customer Web portals, transportation portals (customers and CITGO), Salesforce and L.I.S. Interface with transportation, credit, pricing, tax, operations and master data departments (material and customer master) as needed to process an order as expected by the customer. Assure that all holds have been resolved within 24 hours in order to prevent the customer from having an extended lead time.

Degree

• College Degree (Bachelors Level) is preferred.

The minimum number of years of job related experience required by this job is

• 5 years minimun of job related experience OR 7 years without a degree.

List any specialized training or unique skills required

• Demonstrate problem solving and decision making proficiency.
• Analyze, evaluate and process lubricant customer orders from order to invoice, including revisions, expedited orders, plant and transportation scheduling/bookings, invoicing via customer portals, by utilizing various software applications including SAP, MarketNet, Internet, Customer Web portals, transportation portals (customers and CITGO) and Salesforce. Manage on-hold reports to ensure timely release of orders to plant and review previous day’s orders for accuracy. Interface with transportation, credit, pricing, tax, operations and master data departments (material and customer master). Use working knowledge of product information such as weight and dimension to assist with the calculation needed to ensure all orders are processed within the guidelines of the transportation protocol.
• Utilize third party logistics (3PL) site to get transportation rates/quotes for customer orders and input LTL (less than truckload rates) in SAP in order to properly invoice the customer. Provide LTL quote to Pricing to assist with determining the selling price of a product for a customer requesting delivered pricing.
• Ability to balance multiple responsibilities.
• A valid driver’s license is required.
• SAP experience preferred or other ERP system.
• Evaluates information within SAP and other software tools to seek, find and eliminate waste through enhanced efficiency by creation, change and/or elimination of obsolete processes. Evaluates on an ongoing basis to continue maximum efficiency in an ever changing business environment.
• Engage CITGO Lubricant customers in a positive business relationship that moves beyond a transactional interface and one that establishes a layered in repository resource. Develop and use innovative methods to insure best in class service standards by analyzing investigating, and directing corrective actions to resolve customer problems to customer’s satisfaction and the protection of CITGO’s interest. Anticipate and research customer problems, implement preventative measures, and resolve customer complaints. Communicate to the appropriate internal groups any situations that adversely affect lead-times and existing expectations and customer satisfaction.
• Facilitate and participate in Salesforce, the tracking of sales history, short shipments, late shipments, and expedited orders to determine on-hand inventory, minimum order quantities, plant availability, recommend new stocking levels, and initiate the set-up of temporary products to meet customer’s expectations.
• Adapt to change effectively.
• Ability to manage workloads and meet deadlines.
• Strong decision making skills.
• Outstanding communication & interpersonal skills.
• Excel.