What are the responsibilities and job description for the Office Administrator position at Heatable?
Description
Heatable is changing the heating oil industry. We’ve developed a sleek, user-friendly smartphone app and website, allowing customers to place an order with just a few clicks (or taps) from anywhere at any time. To shake things up ever further, we’ve integrated cutting-edge technology into our delivery system, making the delivery process faster and more efficient than ever. Combined with our unparalleled commitment to customer satisfaction, and it’s a no-brainer why customers are making the switch to Heatable.
Every time we interact with our customers, Heatable is committed to providing a “one-of-a-kind, got-to-tell my neighbors” customer experience. To quote one of the many customer reviews we have received, Heatable provides:
“Excellent customer service like you just don’t get in the world today.”
Position Summary:
Embracing and living by this commitment to one-of-a-kind customer service is a key aspect of the Office Administrator role. Additional key responsibilities include daily report entry, monthly reporting for product inventory and fuel tax, managing customer account balances, answering customer service calls and emails, monitoring Social Media posts and direct messages for customer contact, responding to business reviews on Google and Facebook business profiles, and coordinating the timely, safe, and efficient delivery of Heating Oil. This role will also provide back-up support the dispatch team and delivery drivers, effectively communicating with drivers through the workday when needed, or supporting the dispatch team by providing account details to drivers when needed. This role will also assist with a variety of office related tasks, promoting brand culture, objectives, and growth for the company while contributing to a safe, efficient, and exciting working environment.
Essential Functions:
1. Daily tracking of truck inventory, driver paperwork, and mileage information. Regular audits to ensure timely and accurate submission of data to corporate accounting.
2. Operational reporting and analysis to ensure we are accurately tracking new customer counts, delivered gallons, competitor pricing, and other key metrics.
3. Perform all aspects of accounts payable responsibilities to ensure vendor terms are met and corporate accounting information is timely and accurate.
4. Performs new customer account audits, existing customer account maintenance, updates deliveries, and updating customer logs using the E3 ADDs software and Kentico content management system.
5. Courteously engages with customers via phone and email to assist with placing orders online, answer account related questions, or resolving customer problems. Strong organizational skills needed to ensure every detailed solution is communicated effectively to customers in a timely manner.
6. Provides support and assistance for drivers during their scheduled delivery route. Monitors all driver’s progress in completing routes and partners with drivers to help resolve any delivery issues or changes made to scheduled deliveries.
Other Tasks:
1. Provide driver and dispatching support when possible, during periods of company growth or expansion.
2. Assist with special projects and other work-related duties as assigned.
3. Performs other work-related duties as assigned.
Experience:
Two years of experience in office administration and customer service, previous experience with Microsoft Excel as well as other Office Suite programs, familiarity with iOS and Android operating systems, familiarity with various Social Media platforms such as Facebook, Instagram, Twitter, Google, etc.
- Accuracy, organization, and attention to detail
- Strong verbal and written communication and interpersonal skills
- Planning and scheduling skills
- Ability to work in a team environment
- Analytical skills
- Computer Technology skills
- Ability to hold others accountable
- A commitment to exceptional customer service
- Dependability
- Ability to work in a dynamic environment without distraction
- Flexibility to work seasonal overtime
- Problem-solving skills
- The ability to adapt to change
Education:
A high school diploma or equivalent is required.
Communication:
This role will require someone who is confident with communicating by phone, email, as well as other platforms. Strong comprehension for proper English grammar, as well as letter and email formatting is expected.
Decisions Made:
Decisions are made relative to the input, tracking, and analysis of operational data and accounts payable. Customer Service decisions are also made to ensure the highest levels of satisfaction are met. This includes, but is not limited to, rescheduling deliveries to accommodate customers with tank runouts, assisting customers having difficulty creating accounts or placing orders, and problem-solving situations where a delivery cannot be made.
Safety Considerations:
Personal safety considerations relate to proper ergonomics while working in an office. Other safety considerations relate to the dispatching of Heating Oil to avoid partial deliveries and minimize risk associated with delivery during all kinds of weather and varied delivery situations.
Equipment/Software Used:
Windows-based Workstations, Windows Surface Tablets, ADDS E3 Software, Microsoft Office, Microsoft Outlook, Kentico CMS, and additional business software tools.
Work Environment:
The work environment is a fast-paced office setting.
- The position requires frequent sitting with some standing and walking.
- There is frequent use of hands and fingers for typing.
- There is frequent communication involving both talking and listening over the telephone.
- Vision requirements include the ability to read printed and handwritten documents and information on a computer monitor.
Weight or Force Moved:
There is seldom a need to lift an object weighing in excess of 25 pounds.
