Description

Position Overview

Our customer success team will focus on improving new customer experience and maintaining the high expectations on customer satisfaction for each account in our growing regions. The customer success team will be working with accounting, billing, logistics, sales, and quality assurance to best assist our customers when they experience any issues that require further investigation and quick resolution. Along with handling existing customer issues, this position will also include process creation and strategic planning on ways to prevent customer dissatisfaction with a focus on proactive customer support, retention, and growth. This is a full-time position in our Westminster location.

Essential Duties and Responsibilities

• Gain and maintain a working knowledge of Offen Petroleum’s various systems.
• Receive and communicate with customers via email about a variety of potential issues.
• Analyze customer records and use the data for proactive customer care.
• Communicate with sales team regarding customer trend changes.
• Annual review of customers to include Jira ticketing report, volume changes, and details from sales on how to better service the customer moving forward.
• Become fluent in our Administrator Portal for customer care.
• Assist collections with past due national accounts.
• Assist with special projects as needed – diversions, fuel quest Invoicing, paperwork research.
• Other duties and cross train as assigned.

Qualifications

Required/Preferred Education & Experience

• High school degree or equivalent.
• 2-5 years of Customer Service experience.
• Strong organizational skills, attention to detail and accuracy.
• Intermediate computer skills with a focus in Excel and Microsoft Teams.
• Ability to follow, interpret, and comprehend instructions, short correspondence, and memos.
• Ability to write professional correspondence with customers or internal team members.
• Ability to function well in a high-paced, high-volume environment, prioritize, and work efficiently.
• Proficient in the English language and able to communicate effectively in oral and written form.
• NetSuite experience is a major plus, but not required.
• Experience in fuel or distribution is a plus, but not required.

Working Environment and Physical Demands

Work is performed in a standard office environment with frequent local travel. Requires the ability to lift files, open filing cabinets and bend or stand as necessary; may regularly require the ability to lift up to 35 lbs. and occasionally lift 80 lbs. with assistance.

Eligible for company benefits including:

• Health, dental, and vision coverage, effective the 1st of the month following the date of hire 
• Company paid life insurance and long-term disability 
• Employee paid voluntary benefits such as voluntary life, short-term disability, critical illness, accident, and Legal 
• Participation in the company 401(k) plan with eligibility for the company match after 6 months of service 
• Paid time off (PTO)
• Company paid holidays 

Legal Statements

Offen Petroleum is an at-will, equal opportunity employer.