Base Oils Customer Service Analyst

Base Oils Customer Service Analyst

At Motiva, our employees' energy, passion, and dedication to excellence are what make us who we are and what allows us to generate energy that makes a house a home, gets us from point A to point B, and enables our health and wellbeing. We invest in every aspect of our employees' lives because, at Motiva, our people matter.

Headquartered in Houston, Texas, Motiva refines, distributes and markets petroleum products throughout the Americas. The company's Port Arthur Manufacturing Complex in Port Arthur, TX, is comprised of North America's largest refinery with a total throughput of 720,000 barrels per day, the largest base oil plant in the western hemisphere, and an integrated chemical plant. Under exclusive long-term brand licenses with Shell and Phillips 66 (for the 76® brand), Motiva's commercial operations supply more than 12 billion gallons of fuel to customers annually. Motiva is wholly owned by Aramco, one of the world's largest integrated energy and chemicals companies.

Position Overview:

The Base Oils Customer Service Analyst will perform a variety of operational functions to support the setup and maintenance of customer accounts in Motiva's systems. This role will be responsible for ensuring that customer requests, inquiries, and setups are completed accurately and timely while maintaining a primary focus on Operational Excellence. The Base Oils Customer Service team also troubleshoots a variety of issues and works collaboratively with internal stakeholders to resolve disputes. There is a heavy emphasis on understanding various processes, systems, and their innerworkings within Motiva's E2E Supply chain with an expectation for continuous improvement. This is a developmental role for a person interested in understanding the complexity of maintaining customer accounts, Motiva's Marketing & Sales landscape, and troubleshooting in Motiva's Base Oils operations. The expectation is that the successful candidate will learn Motiva's Marketing & Sales business and become a focal point for all inquiries related to Base Oils customer accounts and processes. This role will allow the successful candidate to have a solid foundation to contribute to Motiva in the future.

Responsibilities:

• Create and maintain Base Oils customer accounts across multiple systems to facilitate E2E completion of setups
• Process customer orders in BASECAMP for domestic and international deals and provide timely status updates
• Amend customer orders in response to market or other changes in the supply chain
• Collaboration with multiple internal stakeholders to ensure export compliance accuracy and supply reliability for order placed through BASECAMP
• Works with Land Logistics Manager to receive freight rates
• Customer facing dispute resolution related to shipping, invoices, deal creation, order entry
• Support Base Oils Sales Team with back-office customer support
• Places order event date changes for orders in Right Angle
• Assist with system testing and technical updates
• Pricing curve request and creation as directed by Sales Manager
• Create and distribute pricing letters to customers
• Champion Sales Operational Excellence while ensuring policy, process, and authority compliance
• Consistently demonstrate a customer focus in all tasks by actively working to understand how we can best support our customers and their business needs
• Maintain adherence to prescribed controls by ensuring accurate and up-to-date completion of work
• Ability to effectively engage internal and external stakeholders to facilitate setups and troubleshoot customer setup issues
• Capacity to work in a dynamic environment, interacting with internal and external staff, and customers.
• Position needs to have capability to understand multiple processes and systems and how they are integrated
• Demonstrate leadership attributes and support of continuous improvement of processes through knowledge sharing with cross functional teams

Experience and Qualifications:

Required Education and Experience

• Bachelor's Degree required.
• Minimum two (2) years or more experience in business/marketing/information technology/or related field
• Candidate will be highly organized and able to work on multiple projects simultaneously, both in a team and individual atmosphere
• Position requires strong interpersonal skills and the ability to interact with external stakeholders
• Candidate should be comfortable working on complex issues in a team environment to achieve a resolution
• Demonstrates exceptional written and verbal communication skills
• Ability to collaborate to complete tasks and across various teams
• Ability to build rapport with internal and external stakeholders across various teams
• Multi-tasking and managing varying priorities
• High level of organizational skills required

We reserve the right to amend or withdraw Motiva jobs at any time, including prior to the closing date. Depending on qualifications, the successful candidate may be offered a position at a more appropriate level and/or grade.

Applicants for regular U.S. positions must be authorized to work in the United States for Motiva Enterprises LLC without the need for sponsorship of an immigration authorization or visa (for example, TN, H-1B, or other employment-based immigration authorization or visa).

Motiva participates in E-Verify.

All qualified applicants will receive consideration for employment without regard to race, color, sex, national origin, age, religion, disability, sexual orientation, gender identity, protected veteran status, citizenship, genetic information, or other protected status under federal, state, or local laws.