Customer Support Representative

Customer Support Representative

In this role, you will coordinate export shipment processes from order receipt through final delivery, ensuring all necessary documentation and payment verifications are completed accurately and on time. You'll maintain essential operational data, handle customer inquiries and resolve issues as they arise, and work closely with internal teams to streamline workflows and deliver reliable, service-oriented support for our export operations.

You'll be joining a collaborative, customer-focused team at FHR México Energía, S. de R.L. de C.V. We work closely with customs, treasury, accounting, marketing, and operations to ensure our customers receive reliable service and timely deliveries. Our team values clear communication, problem-solving, and a proactive approach to supporting our partners, while following all applicable laws and regulations.

Flint Hills Resources (FHR) is a leading refining company with operations primarily in the U.S. Midwest, owning and operating over 4,000 miles of pipelines that transport crude oil and refined petroleum products. As a Koch Industries business, FHR specializes in high-value liquid fuels, asphalt and specialty chemicals, all delivered through a steadfast commitment to operational excellence, innovation and sustainable practices.

What You Will Do

• Prepare, review and process all customs-related documentation ensuring accuracy and full compliance with U.S. Customs & Border Protection and global trade regulations; coordinate with customs brokers, freight forwarders and internal stakeholders to resolve discrepancies
• Address and resolve customer inquiries, complaints, and issues in a timely and effective manner by partnering cross-functionally with other departments
• Anticipate customer needs, identify potential issues, and develop solutions to improve service levels
• Troubleshoot and resolve customer service issues
• Oversee the processing of customer orders, manage changes and adjustments to ensure accurate and timely delivery
• Partner with the sales team to identify opportunities for improvement throughout the process
• Monitor customer satisfaction levels, key performance indicators, and service level agreements to ensure that targets are met
• Address customer concerns and escalate where appropriate

Who You Are (Basic Qualifications)

• Customer service experience and experience with administrative processes
• Availability to work from 11 AM to 7 PM or from 12 PM to 8 PM
• Conversational English
• Service-oriented attitude and strong organizational skills
• Attention to detail

What Will Put You Ahead

• Experience in customer service
• Experience in work relating to customs/imports/exports
• Experience working in a global company

At Koch companies, we are entrepreneurs. This means we openly challenge the status quo, find new ways to create value and get rewarded for our individual contributions. Any compensation range provided for a role is an estimate determined by available market data. The actual amount may be higher or lower than the range provided considering each candidate's knowledge, skills, abilities, and geographic location. If you have questions, please speak to your recruiter about the flexibility and detail of our compensation philosophy.

As a Koch company, Flint Hills Resources is an industry-leading refining company making oil and transportation products that keep the world moving. We make a large supply of fuel for gas stations and airports in addition to transporting crude oil, natural gas liquids and refined products through 4,000+ miles of pipeline – delivering energy to farmers, manufacturers and families. Our team champions innovation and excellence to help power modern life.

At Koch, employees are empowered to do what they do best to make life better. Learn how our business philosophy helps employees unleash their potential while creating value for themselves and the company.