Customer Service Specialist

Basic Function

Petro-Canada Lubricants Inc. (PCLI), an HF Sinclair company is seeking a full-time Customer Service Specialist. Reporting to the Team Lead Customer Service, the Customer Service Specialist is accountable for order management and customer service excellence and is responsible for customer communication from order to fulfillment while working with Sales and Global Supply Chain to fulfill customer orders. The Specialist is the primary point of contact for customers. The Customer Service role is progressive in nature where new employees will start learning more fundamental skills and eventually develop the more complex expertise required to offer a superior customer experience and personal development opportunities.

Job Duties

• Act as the primary point of contact, providing strong service for key accounts and distributors
• Receive, expedite and accurately process to completion all sales orders in SAP or iBuy to meet customer expectations
• Coordinate, confirm and communicate all deliveries to the customers
• Work with customers, sales representatives, production and distribution to effectively fulfill customer requirements including completion of all appropriate documentation
• Run daily open order reports along with monthly billing due list processing to ensure we are capturing all pending order and invoices
• Resolve order and delivery problems often with return coordination on behalf of the customer in a professional and timely manner
• Provide customers with technical information, technical data sheets, promotional materials and material safety data sheets as necessary
• Promote and enforce internal quality procedures and policies
• Make appropriate product and packaging recommendations based on customer queries
• Manage accounts with special requirements to ensure a strong customer experience
• Provide peer training and onboarding of new team members through shadowing and coaching
• Offer subject matter knowledge of Customer Service Systems like iBuy, SAP, Salesforce to ensure we are compliant and fully adopted
• Month end Reporting responsibilities for certain desks
• Ensure compliance in our training documentation and programs

Special assignments or tasks assigned to the employee by their supervisor, as determined from time to time in their sole and complete discretion

Experience

• Two or more years of experience in a customer service related role
• Experience in end-to-end order management role is preferred

Education Level

• Post-secondary education however, a combination of education and work related experience will be considered

Required Skills

• Excellent time management and organizational skills to manage a workload in a fast paced, high volume environment
• Strong communication skills, both verbally (for over the phone communication) and written (for email communication)
• Exceptionally strong customer service focus, with an ability to translate customer requests into actionable results
• You adhere to process and strive for operational efficiency
• You collaborate and solve problems effectively with external and internal partners
• Process improvement mindset
• Work well under pressure and in a fast pace environment
• Knowledge of lubricant product applications, such as Active Learner, is an asset

Work Conditions

• This is an office based role based out of the Lubricants Corporate office at 2310 Lakeshore Road West, Mississauga
• In office Monday through Thursday with a work from home option on Fridays
• Our hiring process incorporates AI tools to assist with the recruitment process
• This job posting is to fill an existing vacancy within our organization
• The salary range for this position is $60,000 - $65,000 annually, based on experience and qualifications

Physical Requirements

Job conditions require standing, walking, sitting, twisting, stooping, crouching, kneeling, talking or hearing, making precise hand and finger movements, reaching or grasping. Job conditions may require making visual inspections, lifting and/or carrying up to 25lbs, pushing and/or pulling up to 25lbs, climbing up to 3ft, ability to operate and drive all assigned company vehicles at company standard insurance rates, with valid state drivers license and proof of insurance, working in confined spaces, and perceiving color differences.