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

Physical Requirements

Our One HF Sinclair Culture:

About HF Sinclair Corporation

Equal Opportunity Employer

HF Sinclair Corporation is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status or any other prohibited ground of discrimination.