What are the responsibilities and job description for the Customer Solutions Coordinator position at Gaubert Oil Company?
Job Summary
The Customer Solutions Coordinator plays a critical, customer-facing role with the primary goal of delivering exceptional service and ensuring 100% customer satisfaction. This is accomplished through a clear understanding of customer expectations, effectively managing those expectations, and consistently working with the Gaubert team to exceed them at every opportunity. The role will support both the Inside and Outside Sales Teams in their shared goal of delivering outstanding service and satisfaction to customers. Responsibilities include answering phone calls, entering orders, monitoring emails, maintaining customer and distributor portals, coordinating complex orders with other departments and performing various administrative tasks essential to daily operations.
Responsibilities
1. Act as the primary point of contact for customers, ensuring all inquiries and orders are handled promptly and professionally across phone, email, salespeople, and website channels to delight customers with helpful, solution-focused interactions.
2. Collaborate with Sales, Dispatch, Inventory, Administration, and Credit departments to maintain a smooth workflow and superior customer experience.
3. Accurately enter orders into the E-3 system, including detailed order notes for dispatch, drivers, and warehouse personnel, ensuring same-day processing.
4. Prioritize and schedule orders based on customer urgency, coordinating with central dispatch as needed.
5. Oversee the order lifecycle from initiation to delivery, ensuring accuracy and timely fulfillment.
6. Monitor departmental emails and maintain Customer and Distributor portals.
7. Communicate follow-up items and updates to customers and the Gaubert team, ensuring transparency and satisfaction throughout the process.
8. Address customer concerns with professionalism, identifying root causes and taking swift action or escalating them appropriately.
9. Create quotes for existing customers based on their pricing book.
10. Submit requests for new ship-to locations through the ship-to app.
11. Verify customer creditworthiness with Accounts Receivable before dispatch. Escalate unresolved credit issues to the assigned salesperson.
12. Work with Accounts Receivable to resolve billing issues and inefficiencies.
13. Support Sales Teams by providing technical product information, generating proposals, assisting with ship-to locations, processing equipment requests, and handling other customer needs.
14. Actively listen to customers to identify additional sales opportunities and enhance share of wallet.
15. Provide detailed product information and technical assistance to customers and sales teams, addressing complex inquiries related to petrochemical products.
16. Rotate on-call weekend responsibilities as part of the Customer Solutions team.
17. Maintain strong communication with staff and customers to foster positive relationships.
18. Perform additional duties as assigned by the supervisor.
Experience/Qualifications
· High school diploma or equivalent
· Minimum of 4 years with order entry, accounting software, inventory, and accounts receivables preferred.
· Strong customer service skills with a positive and empathetic attitude.
· Excellent attention to detail with the ability to multitask and problem-solve
· Outstanding verbal and written communication skills.
· Ability to thrive in a fast-paced environment and manage stress effectively
· Team player willing to work collaboratively with sales teams and other departments with a strong growth mindset and willingness to learn
· Proficiency in relevant software, including E-3 and Microsoft Office Suite
· Strong understanding of lubricant products and their applications, with the expectation to become product certified.
· Growth Mindset
Job Type: Full-time
Pay: From $1.00 per hour
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Work Location: In person