Representative - Customer Service - TPC Group LLC

Description

The Customer Service Representative position is an excellent opportunity for someone who enjoys a fast paced, dynamic environment. As the face of TPC Group to our external customers, and a key supply chain contributor internally, this position is critical to TPC Group’s success.  Teamwork, poise under pressure, and the drive to make a difference are required for success.

 DUTIES AND RESPONSIBILITIES

• Provides sales and customer support for assigned customers by acting as a contact for scheduling and service needs.
• Available for after hours and weekend support via on call duty that is scheduled on a rotating basis amongst the team.
• Able to provide after hours support during the month end close process.
• Builds and maintains business relationships with clients by providing prompt and accurate service to promote customer loyalty.
• In addition to receiving and processing orders, serves as a customer advocate, responsible for ensuring that order quality, quantity, and scheduling meet the customer requirements.
• Serves as a contact for customers and / or products in relation to the placement and scheduling of orders and deliveries. Initiates and / or receives these orders via phone, email or efax and updates forecasts and plans as information is received.
• Troubleshoots customer concerns and fields technical questions. Receives concerns and questions and resolves them directly or coordinates resolution with the department that can best handle the issue.
• Records any issue that affects the customer in the nonconformance database and drives top quartile customer satisfaction performance.
• Ensures that proper procedures for order confirmation, shipping documentation, and invoicing are followed.
•  Follows up on any delays in shipments and keeps the status up to date in Oracle and all scheduling applications.
• Organizes paperwork from each shipment (load sheet, COA, bill of lading, etc.) and files following standard procedures.
• Based on order projections and actual orders, coordinates with offsite terminals handling inbound and outbound shipments as needed to assure order execution. Schedules shipments to terminals to support planned/actual orders.
• Supports change initiatives focused on supply chain improvement objectives.

REQUIRED QUALIFICATIONS

• Associate degree from accredited university or institution (5+ years of experience will act as a substitute)
• 3+ years of experience in B2B (Business to Business) Customer Service
• 3+ years of experience with an Enterprise Resource Planning (ERP) system

PREFERRED QUALIFICATIONS

• Bachelor’s degree from accredited university or institution
• Refining / Chemical / Petrochemical industry experience
• Oracle ERP systems experience

Qualifications

Behaviors

Motivations

Education

Experience

Licenses & Certifications

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)