Customer Service Specialist

Our Favorite CITGO Perks are:: •Remote Work options available for eligible positions • Options are department and/or location specific •9/80 Work Schedule Option (where applicable) •Annual Vacation Incentive (40-120 hours of additional pay) for Eligible Employees •Paid Vacation Time •Company-Paid Holidays •Parental Leave •Excellent 401(k) Match •Pension Plan •Company-Paid Sick Leave and Long-Term Disability •Medical, Dental, & Vision Plans; FSA and HSA options •Company-Paid Life Insurance for Active Employees •Healthy Rewards Program •Service Awards Program •Educational Assistance Plan •Dependent Children Scholarships •Reimbursement for Gym Membership •Employee Discount Programs •On-site Health Clinic •On-site Cafeteria (select locations) •On-site Credit Union and ATM (Corporate office only) •On-site Fitness Center (select locations) PLEASE NOTE ALL JOBS DO NOT QUALIFY FOR ALL PERKS Relocation: Relocation Benefits are not available for this position. Note: Employer will not sponsor visas for position Job Summary: Minimum Qualifications:

• College Degree (Bachelors Level) is preferred.

• 5 years minimun of job related experience OR 7 years without a degree.

• SAP experience preferred or other ERP system.
• Excel.
• Strong decision making skills.
• Ability to manage workloads and meet deadlines.
• Demonstrate problem solving and decision making proficiency.
• Adapt to change effectively.
• Outstanding communication & interpersonal skills.
• Ability to balance multiple responsibilities.
• A valid driver’s license is required.

Job Duties:

• Engage CITGO Lubricant customers in a positive business relationship that moves beyond a transactional interface and one that establishes a layered in repository resource. Develop and use innovative methods to insure best in class service standards by analyzing investigating, and directing corrective actions to resolve customer problems to customer’s satisfaction and the protection of CITGO’s interest. Anticipate and research customer problems, implement preventative measures, and resolve customer complaints. Communicate to the appropriate internal groups any situations that adversely affect lead-times and existing expectations and customer satisfaction.
• Analyze, evaluate and process lubricant customer orders from order to invoice, including revisions, expedited orders, plant and transportation scheduling/bookings, invoicing via customer portals, by utilizing various software applications including SAP, MarketNet, Internet, Customer Web portals, transportation portals (customers and CITGO) and Salesforce. Manage on-hold reports to ensure timely release of orders to plant and review previous day’s orders for accuracy. Interface with transportation, credit, pricing, tax, operations and master data departments (material and customer master). Use working knowledge of product information such as weight and dimension to assist with the calculation needed to ensure all orders are processed within the guidelines of the transportation protocol.
• Facilitate and participate in Salesforce, the tracking of sales history, short shipments, late shipments, and expedited orders to determine on-hand inventory, minimum order quantities, plant availability, recommend new stocking levels, and initiate the set-up of temporary products to meet customer’s expectations.
• Utilize third party logistics (3PL) site to get transportation rates/quotes for customer orders and input LTL (less than truckload rates) in SAP in order to properly invoice the customer. Provide LTL quote to Pricing to assist with determining the selling price of a product for a customer requesting delivered pricing.
• Evaluates information within SAP and other software tools to seek, find and eliminate waste through enhanced efficiency by creation, change and/or elimination of obsolete processes. Evaluates on an ongoing basis to continue maximum efficiency in an ever changing business environment.