What are the responsibilities and job description for the Customer Service Representative position at NORTHSTAR ENERGY LLC?
About Us
Delta Western was formed in 1984 to provide fuel for ships, planes, and vehicles along the Western Alaska coastline and Yukon River with a fueling station in Dutch Harbor. It was welcomed into the Saltchuk family of companies in 2000, marking Saltchuk’s entry into petroleum distribution. Today, Delta Western is one of Alaska’s leading independent distributors of petroleum products and lubricants, with fuel terminals in Western and Southeast Alaska. Delta Western delivers an average of 200 million gallons of fuel annually in Alaska and employs approximately 150 people.
In its strive to meet and exceed its customer demands, Delta Western has a track record of agile and innovative fuel solutions. Enhancing relationships with the importers of fuel into Alaska, Delta Western can source and acquire fuel into our system on an emergency notice if needed. Delta Western is proud to provide vital energy resources in support of communities, individuals, and Alaska’s most essential industries.
Delta Western, LLC, a NorthStar Energy operating company, a business unit of the Saltchuk Family of Businesses.
Job Summary:
The Customer Service Representative plays a crucial role in ensuring seamless communication between customers, fuel delivery teams, and internal departments. This role involves responding to customer inquiries, processing orders, resolving service issues, and providing exceptional customer service in a fast-paced, logistics-driven environment. This position supports the Bethel location while being based onsite at the Delta Western office in Anchorage, Alaska. The role requires up to 20% travel per month.
Roles & Responsibilities:
- Customer Interaction: Respond to inbound customer calls, emails, and inquiries, addressing fuel delivery-related questions, complaints, and requests.
- Order Management: Process customer orders accurately, ensure timely delivery scheduling, and monitor order status.
- Coordination with Dispatch: Communicate with dispatch teams to arrange fuel deliveries, address delays, or route issues to ensure on-time service.
- Problem Resolution: Investigate and resolve customer issues related to fuel shortages, delays, incorrect billing, or delivery concerns.
- Record Keeping: Maintain accurate and up-to-date customer records, including order details, service notes, and billing information in the company’s system.
- Billing and Payments: Assist with processing payments, resolving billing discrepancies, and clarifying fuel pricing when required.
- Sales Support: Upsell or cross-sell additional services or products related to fuel distribution when applicable.
- Compliance: Ensure all transactions and communications comply with safety regulations, company policies, and relevant fuel distribution laws.
- Reporting: Generate regular reports on customer satisfaction, order volumes, and service efficiency for management review.
- All other duties as assigned.
Qualifications:
- High school diploma or GED is required (Bachelor’s Degree preferred but not required).
- Previous experience in customer service, logistics, or related industry (fuel distribution experience is a plus).
- Proficiency with computer use, Microsoft Office Suite
Benefits:
- Tuition Assistance
- Charitable Match
- Life Insurance - 2x your annual earnings
- Free Credit Report Monitoring
- Employee Assistance Program
- Telemedicine Options
- Medical, dental, and visions plans
- Tapcheck: On-Demand Access to Earned Wages
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, perform essential job functions, and receive other benefits and privileges of employment. Please contact us to request an accommodation.