Customer Service Specialist

CITGO Petroleum Corporation

  • Houston, TX
  • Permanent
  • Full-time
  • 2 days ago
CITGO PETROLEUM CORPORATIONCITGO Petroleum Corporation is a recognized leader in the refining industry and operates under the well-known CITGO brand. CITGO owns and operates three refineries located in Lake Charles, LA.; Lemont, IL.; and Corpus Christi, TX, and wholly and/or jointly owns 38 active terminals, six pipelines and three lubricants blending and packaging plants. With approximately 3,300 employees and a combined crude capacity of approximately 807,000 barrels-per-day (bpd), positions CITGO as one of the best-branded supplier companies in the industry.At CITGO our people are our most important resource. Our core values are Safety, Integrity, Respect, Accountability, and Care.Job SummaryDevelop a positive customer experience journey that enhances the business-to-business relationship, fosters continued patronage, and encourages supplier advocacy. Manage lubricant customer orders from receipt of order to invoice, by utilizing various software applications including SAP, Market Net, Customer Web portals, transportation portals (customers and CITGO), Salesforce and L.I.S. Interface with transportation, credit, pricing, tax, operations and master data departments (material and customer master) as needed to process an order as expected by the customer. Assure that all holds have been resolved within 24 hours to prevent the customer from having an extended lead time.Minimum QualificationsMinimum years of job-related experience required: 5 years w/ degree or 7 years without a degree. High School Diploma required, Bachelors Degree preferred. * SAP experience preferred or other ERP system
  • Excel
  • Strong decision making skills
  • Ability to manage workloads and meet deadlines
  • Demonstrate problem solving and decision making proficiency
  • Adapt to change effectively
  • Outstanding communication & interpersonal skills
  • Ability to balance multiple responsibilities
Job Duties
  • Engage CITGO Lubricant customers in a positive business relationship that moves beyond a transactional interface and one that establishes a layered in repository resource. Develop and use innovative methods to insure best in class service standards by analyzing investigating and directing corrective actions to resolve customer problems to customer’s satisfaction and the protection of CITGO’s interest. Anticipate and research customer problems, implement preventative measures, and resolve customer complaints. Communicate to the appropriate internal groups any situations that adversely affect lead-times and existing expectations and customer satisfaction.
  • Analyze, evaluate and process lubricant customer orders from order to invoice, including revisions, expedited orders, plant and transportation scheduling/bookings, invoicing via customer portals, by utilizing various software applications including SAP, Market Net, Internet, Customer Web portals, transportation portals (customers and CITGO) and Salesforce. Manage on-hold reports to ensure timely release of orders to plant and review previous day’s orders for accuracy. Interface with transportation, credit, pricing, tax, operations and master data departments (material and customer master). Use working knowledge of product information such as weight and dimension to assist with the calculation needed to ensure all orders are processed within the guidelines of the transportation protocol
  • Facilitate and participate in Salesforce, the tracking of sales history, short shipments, late shipments, and expedited orders to determine on-hand inventory, minimum order quantities, plant availability, recommend new stocking levels, and initiate the set-up of temporary products to meet customer’s expectations.
  • Utilize third party logistics (3PL) site to get transportation rates/quotes for customer orders and input LTL (less than truckload rates) in SAP to properly invoice the customer. Provide LTL quote to Pricing to assist with determining the selling price of a product for a customer requesting delivered pricing.
  • Evaluates information within SAP and other software tools to seek, find and eliminate waste through enhanced efficiency by creation, change and/or elimination of obsolete processes. Evaluates on an ongoing basis to continue maximum efficiency in an ever-changing business environment.
Job Duties IIJob duties displayed above are not all-inclusive, site-specific responsibilities may be assigned.Here are the incentives we offer:
  • Remote Work options available for eligible positions
  • Options are department and/or location specific
  • 9/80 Work Schedule Option (where applicable)
  • Annual Vacation Incentive (40-120 hours of additional pay) for Eligible Employees
  • Paid Vacation Time
  • Company-Paid Holidays
  • Caregiver Leave
  • Excellent 401(k) Match
  • Pension Plan
  • Company-Paid Sick Leave and Long-Term Disability
  • Medical, Dental, & Vision Plans; FSA and HSA options
  • Company-Paid Life Insurance for Active Employees
  • Healthy Rewards Program
  • Service Awards Program
  • Educational Assistance Plan
  • Dependent Children Scholarships
  • Reimbursement for Gym Membership
  • Employee Discount Programs
  • On-site Health Clinic (select locations)
  • On-site Cafeteria (select locations)
  • On-site Credit Union and ATM (Corporate office only)
  • On-site Fitness Center (select locations)
PLEASE NOTE ALL JOBS DO NOT QUALIFY FOR ALL PERKSAll qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or disability.Requisition ID - 1524

CITGO Petroleum Corporation