Customer Service Order Manager - Refinery

Customer Service Order Manager

GFL Environmental Services is looking for an experienced Customer Service Order Manager for its Oil Refinery Business. This is a key role in the Refinery business unit interacting daily with external Customers, Refinery Operations, Sales, and Logistics staff. The role manages orders for refined products primarily focused on base oil and finished lubricants shipped from two refineries to customers located throughout North America. The key objective is to ensure all customer orders are fulfilled by GFL to the customer's satisfaction. GFL is looking for an experienced professional to be the day-to-day representative with its oil customers' Purchasing and Logistics staff. The successful person in this role will demonstrate a sense of ownership over received orders and actively engage various GFL departments to coordinate order shipments all the way through to order delivery. Throughout this process, the Customer Service Order Manager will keep customers apprised of order status changes while also expertly handling customer inquiries.

At GFL our goal is to invest in our people and provide opportunities to grow for life! Our employees are affectionately known as team green, a name that unites us all under our shared purpose of providing sustainable solutions to enable our customers and communities to be GREEN FOR LIFE!

Benefits: Why choose GFL (Team Green)?

• Health, Vision, Dental Insurance
• 401k, and 401k matching
• Paid Holidays
• 3 weeks of PTO annually
• And several other benefits

Responsibilities:

• Receive, confirm, and schedule customer orders.
• Balance customer requested ship date, plant production, and truck or railcar availability.
• Actively interact with plant production and logistics staff to coordinate shipping schedules.
• Partner with Logistics to monitor inbound empty truck and railcar availability as well as outbound loaded truck and railcar shipments enroute to and at customer locations.
• Maintain and update the Order Book of all customer orders and shipments in coordination with other Customer Service Order Managers.
• Communicate directly with customers regarding order status and schedule updates.
• Serve as the central communications point between multiple GFL departments and the customers' supply chain staffs.
• Provide customers with shipping documentation including Bill of Lading, Certificate of Analysis, truck Scale Tickets, Railcar Outage volumes, etc.
• Respond to all customer order inquiries.
• Work with Sales to implement all Pricing Updates in the system.
• Confirm accurate pricing on customer Purchase Orders.
• Provide all information promptly for accurate customer Invoicing.
• Team with Sales to prioritize customer orders during times of tight supply.
• Escalate higher level customer issues to Sales.
• Become familiar with customer order patterns and engage the customer or Sales when orders unexpectedly fall behind or ramp up.
• Handle minor Volume Discrepancies and Invoice Credit Requests.
• Alert customers if GFL-shipped trucks or railcars are not offloaded in a timely manner.
• Be aware of customer credit limits or late outstanding payments as notified by GFL Accounts Receivable.
• Assist in working with customer Purchasing and Accounts Payable departments on late payments.
• Assist Sales with monthly Forecasts by sharing customer reported information on upcoming order demand.
• Back up other Customer Service Order Managers while they are out on paid time off.

Requirements & Experience:

• Prior Customer Service experience of 5-7 years minimum. Oil, lubricants, or energy industry experience highly preferred.
• College undergraduate degree from an accredited university. An associate degree will be considered with work experience of at least 10 years.
• Prior work experience at a company with at least $250 million in annual revenue.
• Demonstrated work experience of effectively interacting with both external customers of various sizes and multi-functional internal departments.
• Demonstrated comfort and accuracy working with numbers.

Skills:

• Outstanding ability to communicate clearly and concisely.
• Exceptional phone and email communication skills.
• A personal relationship cultivator with adept listening talent.
• Strong organizational ability.
• Proficiency accurately recording details and compiling supporting documentation pertaining to customer orders.
• A flexible mentality capable of easily juggling schedules in response to changing customer demands or operational constraints.
• Ability to remain calm with customers while facing customer complaints or timing pressures.
• Productive collaboration in scheduled multi-functional department planning meetings.
• Self-motivated individual capable of independently solving problems with minimal supervision.
• Proficient with Microsoft Excel, Word, Outlook, and corporate systems.