Team Lead Customer Service

Team Lead Customer Service

Reporting to the Director, Customer Service, the Team Lead Customer Service is responsible for coordinating and supervising the order to delivery process, ensuring a consistently high level of service to Lubricant and Specialties customers as well as implementing process improvement opportunities which result in increased levels of customer satisfaction. The Customer Service team is accountable for order management and customer service excellence. They are responsible for customer communication and ensuring compliant quote-to-cash while working with Sales and Global Supply Chain to fulfill customer orders. They are the primary point of contact for customers.

Job Duties:

• Direct and lead a team of Customer Service Specialists responsible for order management
• Foster positive employee relationships through effective communication, training and development coaching
• Assess, motivate and empower team members to perform in manner that builds customer satisfaction and loyalty, leading to retention and growth
• Integrate process improvements to increase efficiency within customer service
• Nurture open and professional relationships with team members, enabling more effective issue resolution
• Active recruitment, consistently working with HR to post, recruit and interview as well as participate in recruitment and interviews for intern roles
• Initiate development and implementation of Customer Service training processes
• Analyze and evaluate monthly customer service KPIs, identifying root cause and remedial actions where required
• Organize and facilitate the Risk Communication Team meetings, working collaboratively with key stakeholder groups to capture the scope, impact and status of issues affecting sales and or customers
• Interface daily with Sales, Distribution, Inventory Replenishment and Transportation to ensure successful order fulfillment and mitigation of potential at-risk issues
• Provide guidance to Taxation, Accounting and internal audit groups to ensure accurate and compliant quote to cash processes and documentation. Attend daily and ad-hoc meetings
• Active participant and stakeholder in product allocation decisions, supporting execution of allocation models
• Lead development, implementation, execution and support of IT enhancements of SAP and other sales systems. Monthly analysis of OTIF, BCP and open order reporting
• Calculate and communicate rebate, co-op accruals and formula pricing for contract customers
• Manage contract logs and communicate with stakeholders
• Maintenance, analysis and follow up of ongoing Customer Satisfaction Survey
• Participate in the development of new processes to improve interface among the cross functional groups
• Understands and follows the Pillars of Customer Service & Sales Support
• Special assignments or tasks assigned to the employee by their manager, as determined from time to time in their sole and complete discretion

Experience:

• Demonstrated leadership experience
• 5+ years of related work experience
• An understanding of the impact, both short and long term, of system changes on existing business processes
• Familiarity with sales transaction processes and how they integrate with other departments
• Familiarity with order to delivery process is preferred
• Lubricants sales support knowledge is also preferred

Education Level:

• A Bachelor's Degree in Business, Marketing or applicable field preferred. A combination of post-secondary education and work experience will be considered

Required Skills:

• Demonstrated strong leadership skills
• Strong interpersonal and non-authoritative leadership skills; ability to motivate subordinates and others
• Skilled in stakeholder engagement and management of change
• Excellent analytical and problem solving abilities
• Strong customer focus
• Ability to work under pressure and competing priorities and high level of stress
• Strong written and oral communication skills
• Critical thinking and problem solving skills
• Proficient with MS Office

Supervisory/Managerial Responsibility:

• Responsible for managing direct reports with varying levels of experience within the Sales Support Team.

Work Conditions:

• This is an office based role with occasional business travel

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

Physical Requirements:

• Job conditions require standing, walking, sitting, twisting, stooping, crouching, kneeling, talking or hearing, making precise hand and finger movements, reaching or grasping. Job conditions may require making visual inspections, lifting and/or carrying up to 25lbs, pushing and/or pulling up to 25lbs, climbing up to 3ft, ability to operate and drive all assigned company vehicles at company standard insurance rates, with valid state drivers license and proof of insurance, working in confined spaces, and perceiving color differences.

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.

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 Sinclai