Lubes - Customer Service Representative

SUMMARY

Primarily responsible for establishing and maintaining profitable relationships with customers on behalf of the company. Also responsible for ongoing customer contact and ensuring that customer requirements are addressed promptly. Additionally, various functions will be required such as answering the phone, processing orders, and other administrative tasks as needed. This role requires a full-time presence in the office.

RESPONSIBILITIES BY COMPETENCY: (denotes an essential function of the position)*

Business Results Orientation

- Assist Inside Sales Manager in monitoring accounts receivable aging schedule and follows up on delinquent accounts

Establishes and maintains profitable relationship with customers on behalf of the company by taking responsibility for each contact and ensuring all customer requirements are met

Serve as the primary internal representative of our organization and conveys a sense of expertise in our products and services

- Receive telephone, fax and email request for price quotations, purchase orders, order changes, adjustments, and cancellations

- Receive and inputs customer orders accurately and professionally

Serve as an external key educator for community and customer

Meet the monthly, quarterly and annual revenue and sales goals of the company with the support of the sales and strategic marketing activities of the customer service team

- Address or process requests for price quotations, purchase orders, order changes, adjustments, and cancellations

- Maintains regular attendance and follow designated safety practices

- Take part in handling strategic accounts in a partnership with the outside sales team

- Provide in person visits when necessary for inside accounts and travel with outside sales when needed

- Continually take on new accounts from the outside sales team as needed

- Collaborate with Inside Sales Manager and Outside Sales when an inside account needs more of an in-person sales presence

Performs other duties not listed as required

Communication

- Present and discuss the products and services of the company and its vendors to current and prospective customers in a way that conveys an image of quality, integrity and superior understanding and delivery of customer needs

Communicates customer requirements to the production team in accordance with company policies and procedures

- Ensure effective communication with customers, suppliers, vendors, and field employees

- Ensure all communications with customers, suppliers, vendors, co-workers, etc is professional and appropriate

- Ensure professional image in all internal and external correspondence

Provide timely response to administrative requests within one hour

- Support efforts of the outside sales representatives and facilitate joint marketing calls where applicable

Customer Service Orientation

Guarantee satisfaction and value for our customers

Acknowledge and appropriately greet and assist every customer in a timely manner

- Handle customer contacts in a professional and efficient manner

- Process customer orders in a courteous, efficient and timely manner

- Respond promptly to all customer inquiries and follows through to ensure satisfaction

- Respond promptly to all customer inquiries, complaints, and concerns and follow through to facilitate satisfactory resolution

Handle customer interactions with tact, sensitivity and professionalism

Developing Talent

- Provide experience, skills and expertise as needed to both within and outside of division

Work as a team member to help improve individual, departmental and organizational performance

Promote team development, enthusiasm and pride

Contribute to a work environment that fosters pride in being part of a winning team and promotes personal growth

Challenge oneself to further develop skills that relates to the position

Technical Expertise

- Know and understand product specifications

- Know and understand lubrication procedures consistent with best practices

- Process information accurately by coding and entering approved charges and drafts

Maintain personal productivity and quality standards that make possible attractive financial returns so that they company may continue to provide exceptional service to our customers and ensure job security and career growth

- Upload buyback customer information, including buyback drafts

Assist with maintaining adequate inventory levels

- Understand Company phone system and ensure efficient utilization

- Design efficient filing and information retrieval system

Develop and maintain knowledge of purchasing and office administration procedures

Develop and maintain knowledge necessary to and understanding of cash receipt and cash posting

Assist Inside Sales Manager with various reconciliation processes

- Ensure key responsibilities are completed with high degree of accuracy

- Adhere to all Wallis Companies safety policies and report all safety incidents to supervisor immediately

SUPERVISORY RESPONSIBILITIES

This position has no direct reports.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. (denotes an essential qualification of the position)*

Education:

- Required: Equivalent to High School diploma; Preferred: Associate’s Degree

Experience:

- I Required: *1+ years experience in general sales or customer service role - II Required: *2+ years general sales or customer service experience, with 1+ years being industry related or within Wallis - III Required: *XOM specific certification; Preferred: 3+ years sales or customer service experience, industry related or within Wallis - IV Required: 3+ years of sales or customer service experience, industry related or within Wallis, field training rides with outside sales team, continued refreshers on One Connect and attending XOM webinars, staying up to date on XOM programs and promotions

Language Skills:

- Ability to read, write, speak, and understand English in a manner that is sufficient for effective communication with groups of managers, clients, customers and the general public.

Skills and Abilities:

Ability to perform routine duties involving use of various procedures and application to clearly prescribed standard

practices which require the making of minor decisions and use of some judgment as to the method of performance.

- Ability to use computer and Microsoft Office at an intermediate level

Technology, Tools, And Equipment:

Computer, Microsoft Office Suite, *telephone, copy/printer/fax

PHYSICAL DEMANDS

The physical demands described below are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Amount of Time

None

Under 1/3

1/3 To 2/3

Over 2/3

Amount of Time

None

Under 1/3

1/3 To 2/3

Over 2/3

See:

Must be able to read computer screen and reports.

X

Lifting

Stand/Walk:

Occasional visits to other locations in the building.

X

Up to 10 pounds:

X

Sit:

Must be able to perform work at desk, computer, etc.

X

Up to 25 pounds

X

Touch/Grasp/Feel:

Must be able to input electronic data, manipulate paper, use phone system

X

Up to 50 pounds

X

Climb or balance:

X

Up to 100 pounds

X

Stoop, kneel or crawl:

X

Over 100 pounds

X

Talk or hear:

Must be able to communicate in person and on telephone system

X

Working conditions:

Office atmosphere

X

Disclaimer:

This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees may be required to follow other job-related instructions and to perform other job-related duties as requested, subject to all applicable state and federal laws. Wallis Companies reserves the right to make changes to job descriptions as needed with or without notice to affected employees. Certain job functions described herein may be subject to possible modification in accordance with applicable state and federal laws. This job description does not establish a contract for employment. INDCSR