Customer Service Specialist

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, Market Net, 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 to prevent the customer from having an extended lead time.

Minimum Qualifications

Minimum years of job-related experience required: 5 years w/ degree or 7 years without a degree. High School Diploma required, Bachelors Degree preferred.

SAP experience preferred or other ERP system

Excel

Strong decision making skills

Ability to manage workloads and meet deadlines

Demonstrate problem solving and decision making proficiency

Adapt to change effectively

Outstanding communication & interpersonal skills

Ability to balance multiple responsibilities

Job Duties

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.

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, Market Net, 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

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.

Utilize third party logistics (3PL) site to get transportation rates/quotes for customer orders and input LTL (less than truckload rates) in SAP 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.

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.

Job Duties II

Job duties displayed above are not all-inclusive, site-specific responsibilities may be assigned.

Here are the incentives we offer:

Remote Work options available for eligible positions

Options are department and/or location specific

9/80 Work Schedule Option (where applicable)

Annual Vacation Incentive (40-120 hours of additional pay) for Eligible Employees

Paid Vacation Time

Company-Paid Holidays

Caregiver Leave

Excellent 401(k) Match

Pension Plan

Company-Paid Sick Leave and Long-Term Disability

Medical, Dental, & Vision Plans; FSA and HSA options

Company-Paid Life Insurance for Active Employees

Healthy Rewards Program

Service Awards Program

Educational Assistance Plan

Dependent Children Scholarships

Reimbursement for Gym Membership

Employee Discount Programs

On-site Health Clinic (select locations)

On-site Cafeteria (select locations)

On-site Credit Union and ATM (Corporate office only)

On-site Fitness Center (select locations)

PLEASE NOTE ALL JOBS DO NOT QUALIFY FOR ALL PERKS

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or disability.

Requisition ID - 1524