Customer Service Representative - PetroChoice

PetroChoice, a leading distributor of lubricants, oils, fluids, and greases is currently recruiting a Customer Service Representative for our King of Prussia, PA facility. Our history is marked by consistent growth and expansion, which has significantly widened our scope of experience and capabilities as a lubricant distributor.

Customer Service is the front-line and primary customer and prospect contact of PetroChoice. It is primarily through this position that we demonstrate commitments to our customers and vendors to achieve service excellence. Customer Service Representatives are responsible for performing customer service tasks in accordance with company business practices and in the professional manner required to build market share and maintain repeat business with our valued customers.

ESSENTIAL DUTIES AND RESPONSIBILITIES include but are not limited to the following. The Company reserves the right to add to, delete, change or modify the essential duties and responsibilities at any time.   All work is to be completed with minimum supervision and in accordance with Company standards.  Other duties may be assigned.

Provide exceptional service to all customers through various contact methods (phone, fax, mail, e-mail). Tasks include:

• Accurately process all orders 
• Provide customer with price, availability, and delivery information
• Assist with correct product selection based on historical purchases
• Respond to basic customer inquiries regarding product applications, transferring as needed
• Identify and communicate potential customer needs or opportunities to appropriate department
• Consistent use of suggestive selling techniques, special products, and services promotions
• Communicate business policies that affect customer transactions, e.g., backorders, special product purchasing, delivery volume requirements, lead times, and special fees that may be applicable
• Demonstrate proficient use of all job support tools
• Adhere to business policies as defined by management

• Timely handling of customer requests, complaints, and problems including:
• Assist customer needs by navigating individual requests through the PetroChoice organization; Collaborate with various departments including: sales, technical services, dispatch, credit, inventory, and warehousing  
• Adhere to complaint handling policies and procedures as defined by management
• Take ownership of each issue by seeing it through to resolution
• Select and process mailings to customers, e.g., product literature, specifications, MSDS sheets, catalogs, promotional flyers, and other available materials
• Remains current on conditions regarding products and product updates through available resources

COMPETENCY:

To perform the job successfully, an individual should demonstrate the following competencies:

• Excellent communication skills and the ability to interact effectively with customers and co-workers
• Detail-oriented, well organized, self-motivated with the ability of multi-tasking
• Problem Solving Skills – identifies and report potential problems to supervisor in a timely manner
• Planning and organizing - prioritize and plan work activities, uses time efficiently, able to meet deadlines without reminders
• Diversity - shows respect and sensitivity for cultural differences; promotes a harassment-free environment
• Ethics - treats people with respect; keeps commitments; inspires the trust of others; upholds organizational values

NOTE:  Call monitoring will be used by Manager for coaching, counseling, and training purposes.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Customer Service skills – prior customer service experience, preferably in a call center environment
• Computer basics – MS Word, Excel, Outlook
• Organizational skills – ability to maintain day’s work in a day’s time
• Phone skills – ability to handle high call volume in a timely and accurate manner
• Communication – ability to have tactful, clear communications
• Fluent in both Spanish and English written and oral communication

EDUCATION/EXPERIENCE:

• High school diploma or general education degree (GED); and at least six months of related experience or training; or equivalent combination of education and experience.

LANGUAGE ABILITY:

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.  Ability to write reports, business correspondence, and procedure manuals.  Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

MATH ABILITY:

Ability to work with mathematical concepts such as probability and statistical inference, and fundamentals of plane and solid geometry and trigonometry. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.

REASONING ABILITY:

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

COMPUTER SKILLS:

To perform this job successfully, an individual should have knowledge of Microsoft Word, Excel, PowerPoint, and other report writing and project planning software. Experience working in an ERP environment is desirable.

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate.

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The employee must regularly lift and /or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include Close vision, Distance vision, Peripheral vision, Depth perception and Ability to adjust focus.  While performing the duties of this Job, the employee is regularly required to use hands to finger, handle, or feel and talk or hear. The employee is frequently required to reach with hands and arms. The employee is occasionally required to stand; walk and sit.

EOE.