Customer Service Specialist

Basic Function

Reporting to the Team Lead Customer Service, the Customer Service Specialist is accountable for order management and customer service excellence. They are responsible for customer communication from order to fulfillment while working with Sales and Global Supply Chain to fulfill customer orders. They are the primary point of contact for customers. The Customer Service role is progressive in nature where new employees will start learning fundamental skills and eventually develop the more complex expertise required to offer a superior customer experience, more robust responsibilities and personal development opportunities.

Job Duties

• Act as the primary point of contact, providing exceptional customer service for all customers
• Receive, expedite and accurately process to completion all sales orders in SAP and customer portals to meet customer expectations
• Validates orders are meeting established shipping guidelines
• Coordinate, confirm and communicate all orders, order changes, cancellations and deliveries to the customers
• Work with customers, credit, sales representatives, sales processing, terminals, and refinery production and distribution to effectively fulfill customer requirements including completion of all appropriate documentation and special instructions
• Run/review daily and weekly reports to ensure that all open orders and invoices are accurately processed to completion
• Handle post sale inquiries resolving order, paperwork and delivery inquiries in coordination with other stakeholders in a timely manner
• Provide customers with technical data sheets, promotional materials and safety data sheets
• Promote and enforce internal quality procedures and policies
• Make appropriate product and packaging recommendations based on customer queries
• Manage accounts with special requirements to ensure a strong customer experience
• Provide peer training and onboarding of new team members through shadowing and coaching
• Month end reporting responsibilities
• Ensure compliance with our required training, training documentation, certifications and programs
• Understands and follows the Pillars of Customer Service & Sales Support
• Ensures all price requests follow established approval processes
• Supports IT enhancements and projects through user acceptance testing as required
• Specialized tasks such as reports, debits/credits, freight conditions
• Special assignments or tasks assigned to the employee by their supervisor, as determined from time to time in their sole and complete discretion
• Fulfil on-call rotation for after-hour emergency requests

Experience

• Two or more years of experience in a customer service related role preferred
• Experience in end-to-end order management role preferred

Education

• A Bachelor’s Degree in Business, Marketing or applicable field preferred. Post-secondary education and/or work experience will be considered

Required Skills

• Excellent time management and organizational skills to manage a workload in a fast paced, high volume environment
• Strong communication and interpersonal skills, both verbally (for over the phone communication) and written (for email communication)
• Exceptionally strong customer service focus, with an ability to translate customer requests into actionable results
• Adheres to process and strives for operational efficiency
• Collaborates and solves problems effectively with external and internal partners
• Process improvement mindset
• Works well under pressure and in a fast paced environment
• Knowledge of lubricant product applications preferred
• Proficient with MS Office products and applicable mainframe applications preferred
• Knowledge/experience with SAP preferred

Supervisory/Managerial Responsibility

None.

Work Conditions

• This is an office based role that may require some travel

Physical Requirements

• Job conditions require standing, walking, sitting, twisting, stooping, crouching, kneeling, talking or hearing, making precise hand and finger movements, reaching or grasping. Job conditions may require making visual inspections, lifting and/or carrying up to 25lbs, pushing and/or pulling up to 25lbs, climbing up to 3ft, ability to operate and drive all assigned company vehicles at company standard insurance rates, with valid state driver’s license and proof of insurance, working in confined spaces, and perceiving color differences.

Our One HF Sinclair Culture:

At HF Sinclair, we are united through our One HF Sinclair Culture, which is underpinned by our five core values of Safety, Integrity, Teamwork, Ownership and Inclusion. Developed to empower our people, our five core cultural values are at the heart of everything we do and extend to how we engage our stakeholders. These values influence our decisions, shape our behaviors and keep us connected across the entire organization.

We maintain a true Safety culture for our employees, communities, environments and customers. Our goal is to make sure everyone returns home safely each day. We have a long-standing commitment to Integrity and ethical behavior and do what is right for our employees, investors, communities and the environment. We encourage employees to Step Up and Stand Out by championing a culture of Teamwork and Ownership. We foster a culture of Inclusion by encouraging diversity of experiences, viewpoints and backgrounds. What makes each of us different, together makes us stronger.

About HF Sinclair Corporation

HF Sinclair Corporation ("HF Sinclair"), headquartered in Dallas, Texas, is an independent energy company that produces and markets high value light products such as gasoline, diesel fuel, jet fuel, renewable diesel and other specialty products. HF Sinclair owns and operates refineries located in Kansas, Oklahoma, New Mexico, Wyoming, Washington and Utah and markets its refined products in 19 states principally in the Southwest U.S., the Rocky Mountains extending into the Pacific Northwest and in other neighboring Plains states. HF Sinclair supplies high quality fuels to more than 1,300 Sinclair branded stations and licenses the use of the Sinclair brand at more than 300 additional locations throughout the country. In addition, subsidiaries of HF Sinclair produce and market base oils and other specialized lubricants in the U.S., Canada and the Netherlands, and export products to more than 80 countries. Through its subsidiaries, HF Sinclair produces renewable diesel at two of its facilities in Wyoming. HF Sinclair also owns a 47% limited partner interest and a non-economic general partner interest in Holly Energy Partners, L.P., a master limited partnership that provides petroleum product and crude oil transportation, terminalling, storage and throughput services to the petroleum industry, including HF Sinclair subsidiaries.

Equal Opportunity Employer

HF Sinclair Corporation is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status or any other prohibited ground of discrimination.