Solvents Customer Service Specialist (Remote)

CITGO 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 Summary

Develop a positive customer experience journey that enhances the business-to-business relationship, fosters continued patronage, and encourages supplier advocacy. Manage Solvent customer orders from receipt of order to invoice, by utilizing various software applications including SAP, Corcentric, EDI, customer web portals, PROS, Salesforce, and LIS. 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 in a timely manner to prevent the customer from having an extended lead time or delivery issue.

Minimum Qualifications

Three years of customer service experience with a bachelor’s degree or five years of experience without a college degree.

SAP Experience Preferred Or Other ERP System

Excel proficiency

Strong Decision-making Skills

Excellent written and verbal communication skills

Ability to manage workloads and meet deadlines

Demonstrate problem solving and decision-making proficiency

Adapt to change effectively

Organizational Skills

Ability to balance multiple responsibilities

Outstanding Interpersonal Skills

Job Duties

• Analyze, evaluate, and process Solvents customer orders from order to invoice, including revisions, expedited orders, plant and transportation scheduled/booking, invoicing via customer portals, but utilizing various software applications included but not limited to SAP, Internet, customer web portals, salesforce. Mange on-hold reports to ensure timely release of orders and review previous day’s orders for accuracy. Interface with Transportation, credit, pricing, tax, account managers, mater data departments (material and customer master). Maintain inventory for select customers by reviewing their forecast needs and transferring stock if necessary.
• Facilitate and participate in the tracking of sales history, late orders, changes, product quality issues, to meet customer expectations and have data to make improvements. Utilize a CRM (Salesforce) to facilitate the storage of all information so it is readily available to all internal team members. Investigate customer disputes and provide documentation to customer, sales manager, transportation, product quality manager or Solvents manager for resolution.
• Engage CITGO Solvents 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

Job Duties II

• Execute Customer supports (CUPS) and pricing changes. Enter Competitive price requests into pricing software (PROS) as requested by Sales Rep for Manager approval. Send price letters to customers as requested. Evaluate, review, and submit customer price supports (CUPS) for management approval. This includes reviewing customer purchases and determine validity of customer price support request, calculate eligible amount, and prepare the credit memo. Review price errors and determine if correction is needed and process.
• Maintain customer profiles and records, including customer shipping instructions in SAP. Ensure appropriate shipping instructions are included on loading instructions. Review and submit new customer set-up paperwork to on-board a new customer and/or new location for an existing customer.

Job 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 PERKS

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or disability.

Requisition ID – 858