Customer Service Specialist II

Description:

Job Summary:

The Customer Service Specialist II has the role of delivering excellent customer service while supporting the overall cleanliness, safety, and operational efficiency of the facility. This position is responsible for front-counter customer interaction, basic equipment maintenance, facility upkeep, and warehouse support.

Primary Job Duties:

Adhere to the company’s Vision and Core Values.

- Adhere to and comply with the company’s handbook and company policies.

Sales Support:

- Work with existing customer base to identify sales and service opportunities for growth.

- Help identify, collect, and maintain information on past and potential customers’ requirements, budgets, and preferences as they relate to fuel business needs.

- Develop positive customer and supplier relationships to promote and secure long-term agreements.

- Maintain contract purchases, sales, and day trade opportunities and margins.

- Follow up with customers to verify the service and expectations are being met.

- Educate customers on purchasing options to maximize their fuel business through communication and education resources.

Customer Relationship Management

- Analyze potential customer leads to update sales staff in weekly meetings on status (in progress, open, closed).

- Assist in locating potential customers and creating routes for sales representatives to maximize efficiencies.

Supplier Relationship Management

- Communicate customer and carrier issues from the terminal to supplier representative(s) to allow for correct and quick loading.

- Resolve incorrect bills of lading with suppliers and terminals to reduce loss.

- Inform supplier representatives of billing issues to ensure quick and correct cash flow within the company.

Pricing Analyst

- Customer, Supplier, Terminal, and Carrier liaison

- Discover and analyze pricing opportunities to increase margins and gallons.

System Administrator

- Maintain pricing structure and information in Fuel Buyer, E1, and QMS.

- Work as an administrator for supplier and terminal websites.

Customer Service & Store Operations

- Greet customers in a friendly and courteous manner, providing competent and helpful service.

- Operate the point-of-sale system efficiently, enter customer orders accurately, and collect payments.

- Utilize credit card processing equipment and follow proper transaction procedures.

- Open and close shifts, including completing all required paperwork accurately.

- Assist with ordering and maintain an understanding of fuel inventory reports.

- Recognize issues or concerns and report them promptly to management.

- Maintain a positive, professional attitude.

- Demonstrate regular and consistent attendance.

Facility Maintenance & Housekeeping

- Cardlock Maintenance: follow daily, weekly, and ongoing maintenance duties per company standards. Ensuring good housekeeping, maintenance, payment systems are working, and printer paper is working.

- Ensure equipment is clean and maintained.

- Keep the store and facility clean, inside and out, including sweeping, mopping, trash removal, and restroom cleaning.

- Perform housekeeping duties in the shop, parts area, offices, and other facility spaces.

- Carry out general groundskeeping duties.

- Assist with painting tanks as assigned.

- Promote good housekeeping practices and help maintain a safe work environment.

Warehouse & Material Handling

- Operate a forklift and manual pallet jack safely and effectively.

- Pull orders and load and unload trucks as needed.

- Respond promptly to customer requests for service or assistance in the warehouse or facility areas.

- Follow all safety and operational protocols while handling materials or equipment.

- Other duties as assigned.

Requirements:

Qualifications/Preference:

Education:

- High school diploma or equivalent required.

- Associate degree in business, finance, or a related field preferred.

Experience:

- 3-5 years of improvement experience in accounting, inventory, and billing preferred.

- Computer skills (Microsoft Office and proprietary and supplier databases) preferred.

- Previous account management experience preferred.

- Prior experience working with E-1 or other inventory software preferred.

Certificate, Licenses, Registrations:

- Current Driver’s License preferred.

Knowledge, Skills, and/or Abilities:

- Ability to read, write, and understand English required.

- Must be able to prioritize and plan work activities and work with tight deadlines while exercising attention to detail.

- Excellent communication and listening skills; verbal, written, and business.

- Ability to clearly define problems, identify potential solutions, and execute.

- Understanding and ability to use hard data and metrics to support decisions.

Work Environment:

While performing the duties of this Job, the employee may be exposed to moving mechanical parts, petroleum fumes, and/or airborne particles. The employee is occasionally exposed to high places, chemicals, and outside weather conditions. May work in confined spaces and be exposed to wet and/or humid conditions. The noise level in the work environment is usually moderate.

Other Essential Functions:

- Ability to have regular and consistent attendance at work.

- Perform job duties on-site at the company assigned.

- Specific vision abilities for this job include close, color, and peripheral vision, depth perception, and the ability to adjust focus required.