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.
- 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
Applicants must be authorized to work for any employer in the United States continually without company sponsorship