Customer Support Specialist II

United States·Longview Plantmid

Customer Support SpecialistCustomer

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Quick Summary

Key Responsibilities

Responsible for representing Wilcox and Flegel with professional communication and treating our customers courteously and respectfully.

Requirements Summary

DM2-Sage or other ERP systems. Highly Experienced in Salesforce/CRM Software systems. Highly Proficient using Microsoft Office Suite (Word, Excel, Outlook, PowerPoint).

Technical Tools

Customer Support SpecialistCustomer

We are seeking a highly motivated and energetic individual to join our team as a Customer Support Specialist II. As a Customer Support Specialist, you will be responsible for providing exceptional customer service to our fuel and lubricant customer base that spans across the Pacific Northwest. If you enjoy working in a fast-paced environment and creating long lasting relationships with customers drop in your application today!

What We Offer

~1 min read

Medical, Dental, Vision, RX, Optional FSA

Optional Medical Waive Bonus

Company paid Life Insurance, Short Term & Long-Term Disability, and AD&D

401(k) with generous company match

Paid Time off, 120 Hours Per Year

7 Paid Holidays

Working Holiday Pay

Volunteer Employee Program - get paid to volunteer!

Employee Fuel Discount Account

Wellness Program Incentives

Recognition & Reward Program

Team Member Referral Bonus

As a Customer Support Specialist II, you will be responsible for providing outstanding customer service for all internal and external customers by utilizing in depth knowledge of company products, procedures and services resulting in uncompromising customer loyalty. Responsible to consistently role model our Core Values

Responsibilities

~2 min read

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Responsible for representing Wilcox and Flegel with professional communication and treating our customers courteously and respectfully.
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Responsible for building relationships and rapport with customers from inside the business.
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Monitors and maintains Salesforce case queue.
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Responsible for continuously growing and/or learning product knowledge.
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Enters orders into accounting and web-based software.
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Manages customer orders and back orders using established tracking/reporting methods.
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Supports business growth initiatives by providing quotes and reports to established customers
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Support sales team with price inquiries and inventory availability
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Generates reports as needed, internal and external.
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Proactively manages order collection using various methods such as phone, email, and web-based applications.
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Responsible for scheduling customers' deliveries and providing updated ETA on orders.
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Responsible for setting up our customer’s admin to ensure their experience with W+F is as effortless as possible. This includes:
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  Monitoring tank monitors
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  Filing and updating customer delivery instructions
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  Resale certificates
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  Providing customer reports
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  Tracking customer orders
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Responsible for updating customer account information as needed.
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Orders/Maintains office supply inventory.
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Acts as a liaison for our customers between sales/procurement and or operations to ensure the highest level of customer satisfaction.
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Supports all lines of business with their inquiries and requests.
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Creates instruction form for customer deliveries
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Report generations for our Cardlock, Fuel and Lubricant customers.
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Shows accountability for daily performance expectations.
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Troubleshoots, researches, and recommends solutions for complex customer resolutions.
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Leads and/or participates in weekly site meetings.
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Trains and assists new Customer Support Team Members.
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Acts as a liaison for our customers between sales/procurement and or operations to ensure the highest level of customer satisfaction.

Excellent interpersonal skills as well as verbal and written communication skills
Must be highly organized with strong ability to multi-task.
Able to assess competing demands and determine appropriate direction.
Proven ability to learn quickly and adapt to changing environment; agile, flexible, and resilient.
Continuously pursuing knowledge growth around Fuel, lubricants, Antifreeze, and the services that Wilcox + Flegel offers our valued customers.
Advanced lubricant product knowledge (training provided).
Ability to maintain confidentiality.

High school diploma or equivalent required
2-3 years of office and financial experience

Nice to Have

~1 min read

Associate degree in applicable field or equivalent combination of education and experience.
Knowledge of Account Management principles, methods, and practices.

Requirements

~1 min read

DM2-Sage or other ERP systems.
Highly Experienced in Salesforce/CRM Software systems.
Highly Proficient using Microsoft Office Suite (Word, Excel, Outlook, PowerPoint).