Reference #: 1325771000
Basic Function
Reporting to the Customer Service Manager and based in Plymouth Meeting, Pennsylvania, the Customer Service Specialist is accountable for order management and customer service excellence. This role is responsible for customer communication from order to fulfillment while working with Sales and Global Supply Chain to fulfill customer orders. The Customer Service Specialist is the primary point of contact for customers. This role is progressive in nature where new employees will start learning fundamental skills and eventually develop the more complex expertise required to offer superior customer experience, more robust responsibilities and personal development opportunities.
Job Duties
Provides exceptional customer service for all customers
Receives, expedites and accurately processes to completion all sales orders in SAP and customer portals to meet customer expectations
Validates orders are meeting established shipping guidelines
Coordinates, confirms and communicates all orders, change orders, cancellations and deliveries to the customers and internal departments
Works with customers, credit, sales representatives, sales processing, terminals, and refinery production and distribution to effectively fulfill customer requirements including completion of all appropriate documentation and special instructions
Runs/reviews daily and weekly reports to ensure that all open orders and invoices are accurately processed to completion
Handles post sale inquiries resolving order, paperwork and delivery inquiries in coordination with other stakeholders in a timely manner
Provides customers with technical data sheets, promotional materials and safety data sheets
Promotes and enforces internal quality procedures and policies
Makes appropriate product and packaging recommendations based on customer queries
Manages accounts with special requirements to ensure strong customer experience
Provides peer training and onboarding of new team members through shadowing and coaching
Completes month-end reporting responsibilities
Ensures compliance with our required training, training documentation, certifications and programs
Understands and follows the Pillars of Customer Service & Sales Support
Ensures all price requests follow established approval processes
Supports IT enhancements and projects through user acceptance testing as required
Supports export business, processes customer service-related debits/credits, missing freight conditions
Offers subject matter knowledge of customer service systems like SAP, Salesforce, etc. to ensure we are compliant
Fulfills on-call rotation for after-hour emergency requests
Special assignments or tasks assigned to the employee by their supervisor, as determined from time to time in their sole and complete discretion.
Experience
Two or more years of experience in a customer service-related role preferred
Experience in end-to-end order management role preferred
Education
A Bachelor's Degree in Business, Marketing or applicable field is preferred. Post-secondary education and/or work experience will be considered.
Required Skills
Excellent time management and organizational skills to manage a workload in a fast paced, high-volume environment
Strong communication and interpersonal 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
Adheres to process and strives for operational efficiency
Collaborates and solves problems effectively with external and internal partners
Process improvement mindset
Works well under pressure and in a fast-paced environment
Knowledge of lubricant product applications preferred, not required
Proficient with MS Office products and applicable mainframe applications preferred, not required
Knowledge/experience with SAP beneficial, not required
Supervisory/Managerial Responsibility
This position has no supervisory responsibility.
Work Conditions
This is an office-based role that may require some travel (5% or less).
Benefits
HF Sinclair offers a comprehensive benefits package designed to support the well-being of our employees and their families. Our benefits include, but are not limited to, the following:
Medical Insurance
Vision Insurance
Dental Insurance
Paid Time-Off
401(k) Retirement Plan with match
Educational Reimbursement
Parental Bonding Time
Employee Discounts
We are committed to fostering a supportive and inclusive work environment, ensuring our employees have the resources needed to thrive professionally and personally. Benefit eligibility is governed by official plan documents, for more details visitTotal Rewards.
Physical Requirements
Job conditions require sitting, talking or hearing, making visual inspections, making precise finger and hand movements, reaching or grasping, perceiving color differences. Job conditions may require standing, walking twisting, stooping, crouching, kneeling, lifting and/or carrying up to 10lbs, pushing and/or pulling up to 10lbs, and climbing up to 3ft
Our One HF Sinclair Culture:
At HF Sinclair, we are united through our One HF Sinclair Culture, which is underpinned by our five core values of Safety, Integrity, Teamwork, Ownership and Inclusion. Developed to empower our people, our five core cultural values are at the heart of everything we do and extend to how we engage our stakeholders. These values influence our decisions, shape our behaviors and keep us connected across the entire organization. We maintain a true Safety culture for our employees, communities, environments and customers. Our goal is to make sure everyone returns home safely each day. We have a long-standing commitment to Integrity and ethical behavior and do what is right for our employees, investors, communities and the environment. We encourage employees to Step Up and Stand Out by championing a culture of Teamwork and Ownership. We foster a culture of Inclusion by encouraging diversity of experiences, viewpoints and backgrounds. What makes each of us different, together makes us stronger.
About HF Sinclair Corporation
HF Sinclair Corporation, headquartered in Dallas, Texas, is an independent energy company that produces and markets high-value light products such as gasoline, diesel fuel, jet fuel, renewable diesel and other specialty products. HF Sinclair owns and operates refineries located in Kansas, Oklahoma, New Mexico, Wyoming, Washington and Utah and markets its refined products principally in the Southwest U.S., the Rocky Mountains extending into the Pacific Northwest and in other neighboring Plains states. HF Sinclair supplies high-quality fuels to more than 1,500 branded stations and licenses the use of the Sinclair brand at more than 300 additional locations throughout the country. In addition, subsidiaries of HF Sinclair produce and market base oils and other specialized lubricants in the U.S., Canada and the Netherlands, and export products to more than 80 countries. Through its subsidiaries, HF Sinclair produces renewable diesel at two of its facilities in Wyoming and also at its facility in Artesia, New Mexico. HF Sinclair provides petroleum product and crude oil transportation, terminalling, storage and throug
