Customer Service Specialist

Basic Function

Reporting to the Team Lead Customer Service, the Customer Service Specialist is accountable for order management and customer service excellence and are responsible for customer communication from order to fulfillment while working with Sales and Global Supply Chain to fulfill customer orders. The Customer Service Specialist is progressive in nature where new employees will start learning fundamental skills and eventually develop the more complex expertise required to offer a superior customer experience, more robust responsibilities and personal development opportunities. This position is office-based at Sonneborn, LLC located in Petrolia, Pennsylvania and is not eligible for relocation benefits.

Job Duties

• Act as the primary point of contact for accounts, providing exceptional customer service for customers
• Receive, expedite and accurately process to completion sales orders in SAP and customer portals to meet customer expectations
• Validates orders are meeting established shipping guidelines
• Coordinate, confirm and communicate all orders, order changes, cancellations and deliveries to the customers
• Work with customers, credit, sales representatives, sales processing, terminals, and refinery production and distribution to effectively fulfill customer requirements including completion of all appropriate documentation and special instructions
• Handle post sale inquiries resolving order, paperwork and delivery inquiries in coordination with other stakeholders in a timely manner
• Promote and enforce internal quality procedures and policies
• Manage accounts with special requirements to ensure a strong customer experience
• Provide peer training and onboarding of new team members through shadowing and coaching
• Ensure compliance with our required training, training documentation, certifications and programs
• Understands and follows the Pillars of Customer Service & Sales Support
• Ensures all price requests follow established approval processes
• Supports IT enhancements and projects through user acceptance testing as required
• Specialized tasks such as debits/credits, freight conditions
• Daily, weekly and monthly reporting responsibilities
• Tracking/trending of customer inquiries in Enablon Reporting System and in Salesforce
• Provide backup coverage including invoice checking, data maintenance in SAP, Salesforce leads, and sample requests
• Fulfil on-call rotation for after-hour emergency requests
• 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 preferred

• Experience in end-to-end order management role preferred

Education

• High School Diploma or G.E.D. equivalent is required
• Bachelors Degree in Business, Marketing or applicable field preferred
• A combination of some post-secondary education and relevant work 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 and interpersonal 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
• Adheres to process and strives for operational efficiency
• Collaborates and solves problems effectively with external and internal partners
• Process improvement mindset
• Works well under pressure and in a fast pace environment
• Knowledge of lubricant product applications preferred
• Proficient with MS Office products and applicable mainframe applications preferred
• Knowledge/experience with SAP preferred

Supervisory/Managerial Responsibility None Work Conditions Office based with up to 5% travel by land and air required. Subject to all weather and varying road conditions. Benefits HF Sinclair offers a comprehensive benefits package designed to support the well-being of our employees and their families. Our benefits include, but are not limited to, the following:

• Medical Insurance
• Vision Insurance
• Dental Insurance
• Paid Time-Off
• 401(k) Retirement Plan with match
• Educational Reimbursement
• Parental Bonding Time
• Employee Discounts

We are committed to fostering a supportive and inclusive work environment, ensuring our employees have the resources needed to thrive professionally and personally. Benefit eligibility is governed by official plan documents, for more details visit Total Rewards . Physical Requirements Job conditions require sitting, talking or hearing, making visual inspections, making precise finger and hand movements, reaching or grasping, perceiving color differences. Job conditions may require standing, walking twisting, stooping, crouching, kneeling, lifting and/or carrying up to 10lbs, pushing and/or pulling up to 10lbs, and climbing up to 3ft Our One HF Sinclair Culture: At HF Sinclair, we are united through our One HF Sinclair Culture, which is underpinned by our five core values of Safety, Integrity, Teamwork, Ownership and Inclusion. Developed to empower our people, our five core cultural values are at the heart of everything we do and extend to how we engage our stakeholders. These values influence our decisions, shape our behaviors and keep us connected across the entire organization. We maintain a true Safety culture for our employees, communities, environments and customers. Our goal is to make sure everyone returns home safely each day. We have a long-standing commitment to Integrity and ethical behavior and do what is right for our employees, investors, communities and the environment. We encourage employees to Step Up and Stand Out by championing a culture of Teamwork and Ownership. We foster a culture of Inclusion by encouraging diversity of experiences, viewpoints and backgrounds. What makes each of us different, together makes us stronger. About HF Sinclair Corporation HF Sinclair Corporation, headquartered in Dallas, Texas, is an independent energy company that produces and markets high-value light products such as gasoline, diesel fuel, jet fuel, renewable diesel and other specialty products. HF Sinclair owns and operates refineries located in Kansas, Oklahoma, New Mexico, Wyoming, Washington and Utah and markets its refined products principally in the Southwest U.S., the Rocky Mountains extending into the Pacific Northwest and in other neighboring Plains states. HF Sinclair supplies high-quality fuels to more than 1,500 branded stations and licenses the use of the Sinclair brand at more than 300 additional locations throughout the country. In addition, subsidiaries of HF Sinclair produce and market base oils and other specialized lubricants in the U.S., Canada and the Netherlands, and export products to more than 80 countries. Through its subsidiaries, HF Sinclair produces renewable diesel at two of its facilities in Wyoming and also at its facility in Artesia, New Mexico. HF Sinclair provides petroleum product and crude oil transportation, terminalling, storage and throughput services to its refineries and the petroleum industry. Equal Opportunity Employer

HF Sinclair Corporation is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status or any other prohibited ground of discrimination.