DEPARTMENT:   Product Supply

JOB TITLE:       Fuels Customer Service Representative /

                                               Senior Fuels Customer Service Representative

UNIT:               Logistics

FUNCTION:       Domestic

ROLE: Provide optimum 24-hour, 7 day per week customer service to assure that all fuels customer orders are processed in a timely and cost effective manner.  Work assigned shift hours (day/evening/nights) as dictated by Company’s business model. 

RESPONSIBILITIES:

1.      Ensure 24-hour/7 day per week timely response to customer orders/phone calls for the Non-Traditional Fuels business.

2.      Be on call nights and holidays as dictated by the Company’s customer service model for the Fuels Treatment business.

3.      Work assigned shifts (day/evening/night) as applicable to support business designated to the Fuels Customer Service Team.

4.      Receive and enter product orders from customers to support all Fuels business.

5.       Monitor all orders through delivery to customer’s designated location. Interface with logistics service providers(LSP)  as needed to support order fulfillment.

6.      Perform timely billing of customer orders for an efficient Order-to-Cash cycle.

7.       Ensure accuracy of customer data elements such as address, bill to and ship to information and any other specific customer requirements.  Review and alter master file to reflect specific order requirements.

8.      Determine product source based on product type and location, product destination, and the most economical method of transportation to customer.  Monitor location of tank cars if necessary.

9.      Maintain proactive contact with customers regarding lead time, availability, product price increases and other issues that might affect delivery schedule or invoice amounts.

10.  Respond to customer complaints, resolve problems as appropriate or refer customer to appropriate contact.  Keep Sales, Marketing and Business Groups and Plant Schedulers advised of customer's special needs, requests, etc.

11.  As required, review customer’s inventory, product needs, forecast and usage for “Supplier-Managed” Inventory (X-CHANGE).  Place orders as appropriate to support customer’s needs.  Interface with Logistics Service Providers (LSP) to coordinate/validate order management process.

SAP SUPPORT

            These responsibilities may be assigned to the Fuels CSR Team as needed:

1.    Serve as primary contact for resolving day to day problems within the Fuels CSR Team

2.    Coordinate User Acceptance Testing (UAT) of SAP system changes to ensure smooth implementation.

CUSTOMER SERVICE REPRESENTATIVE

EDUCATION & EXPERIENCE MINIMUMS:

·         Bachelor's degree

·         Minimum 3 years relevant work experience

·         Customer Service experience preferred

·         Supply Chain/Logistics experience a plus

SKILLS/ABILITIES:

·         Able to work rotating/non-rotating shifts as needed to support business model

·         Effective oral and written communication skills

·         Able to focus on details

·         Able to think through problems logically and resolve them quickly

·         Able to set priorities, work to deadlines and function effectively under pressure

·         Demonstrate flexibility

·         Basic  knowledge of transportation modes

·         Demonstrate knowledge of bills of lading

·         Demonstrate knowledge of basic accounting procedures

·         Demonstrate the ability to work productively in a team situation

·         Able to demonstrate computer literacy with regard to company applications

·         Able to organize and prioritize work and projects effectively

·         Able to cope with stress and multiple work interruptions

·         Able to demonstrate customer service orientation with regard to customer

·         problems, concerns and changes, etc.