Team Lead, Customer Service

Basic Function

Reporting to the Customer Service Manager, the Team Lead is responsible for coordinating and supervising the order to delivery process, ensuring a consistently high level of service to Lubricant Specialties customers as well as implementing process improvement opportunities, which result in increased levels of customer satisfaction. The Customer Service and Sales Support Teams are accountable for order management, customer service excellence, sales processing functions, website inquiries and forecasts and administrative duties. 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 and sales managers.

Job Duties

• Direct and lead a team of Customer Service Specialists and Sales Support Team responsible for order management, sales processing, website inquiries and administration of forecast
• Foster positive employee relationships through effective communication, training and development coaching
• Assess, motivate and empower team members to perform in manner that builds customer satisfaction and loyalty, leading to retention and growth
• Performs mid-year and annual performance reviews
• Support and coach direct reports for personal career development and completion of training assignments
• Integrate process improvements to increase efficiencies within customer service
• Nurture open and professional relationships with team members, enabling more effective issue resolution
• Work with Human Resources to post, recruit, interview and assist in hiring decisions
• Initiate development and implementation of Customer Service training processes
• Ensure administrative processes and use of SAP result in sales data integrity. This means leadership in the area of customer and pricing maintenance in SAP resulting in accurate invoicing for the customer as well as accurate margin reporting for the business
• Process development and leadership for system related issues for Sales
• Works with Manager and IT to identify, address, test and implement system enhancements and process related changes to meet the needs of the organization
• Analyze and evaluate monthly customer service KPIs, Corrective Actions, identifying root cause and remedial actions, as well as goal progress
• Interface daily with Sales, Distribution, Inventory Replenishment and Transportation to ensure successful order fulfillment and mitigation of potential at-risk issues
• Attend daily and ad-hoc meetings
• Active participant and stakeholder in product allocation decisions, supporting execution of allocation models
• Monthly analysis of OTIF, BCP and open order reporting
• Maintenance, analysis and follow up of ongoing Customer Satisfaction Survey
• Participate in the development of new processes to improve interface among the cross functional groups
• Understands and follows the Pillars of Customer Service & Sales Support
• Special assignments or tasks assigned to the employee by their manager, as determined from time to time in their sole and complete discretion

Experience

• 5 years of related experience
• An understanding of the impact, both short and long term, of system changes on existing business processes
• Familiarity with sales transaction processes and how they integrate with other departments
• Familiarity with order to delivery process
• Demonstrated leadership experience
• Lubricants sales support knowledge preferred

Education

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

Required Skills

• 
  Demonstrated strong leadership skills
• Strong interpersonal and non-authoritative leadership skills; ability to motivate subordinates and others
• Excellent analytical and problem solving abilities
• Strong customer focus
• Ability to work under pressure with competing priorities and high level of stress
• Strong written and oral communication skills
• Critical thinking and problem solving skills
• Proficient with MS Office

Supervisory/Managerial Responsibility

Responsible for managing direct reports with varying levels of experience within the Sales Support Team

Work Conditions

This is an office based role with occasional business 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.