What are the responsibilities and job description for the CUSTOMER SERVICE & RESOLUTION SPECIALIST position at Petroleum Marketing Group, Inc.?
Job Type
Full-time
Description
Founded in 2001, PMG is now one of the largest fuel distributors in the Eastern United States. Our team of more than 400 industry professionals supports a network of over 1,200 sites with locations along the East Coast from Maine to Florida. PMG is distinguished by its passion for customer service as well as its commitment to community involvement. Unlike many other companies in the petroleum industry, PMG goes beyond fuel distribution, offering a full array of services to our channel partners.
Customer Service & Resolution Specialist
Are you tenaciously an advocate for others, highly driven to help acquire the information that is needed while following established processes? Do you enjoy thinking outside-the-box to solve challenges? Do you have strong organizational skills? If so, a career in the Accounting Team's Customer Service Center (CSC) at PMG is likely the place for you! The Customer Service & Resolution Specialist liaises between PMG's customers (e.g. gas station dealers) and internal PMG Teams to resolve issues, answer questions as quickly as possible and assist in eliminating systemic matters.
Key Performance Indicators for this position :
1. Percentage of issues resolved per month
2. Daily hours recorded in ticketing system work logs
3. Response times to unassigned requests in ticketing system
Responsibilities :
- Create tickets to record inquiries / issues / complaints received via e-mails or phone calls
- Field questions from customers regarding their drafts, invoices and Maintenance Chargebacks
- Perform research to rectify issues or send to the appropriate Team(s) for resolution
- Coordinate with Field Teams (District Development Managers, Regional Managers & Regional Directors) to settle issues
- Utilize a productivity boosting system to keep track and follow up from beginning to closing of a ticket
- Review and update daily Customer Service logs and send to Accounting Team
- Receive and convey Cash On Delivery orders to the Treasury Team
- Daily checking and e-mailing of customer Credit Card Chargeback notifications
- Perform basic Accounting tasks, e.g. create and post credit invoices for customers
- Perform assigned special tasks or projects
- Other duties as requested
Work Environment
This position requires work in an office and remotely. The work will typically be performed by using office equipment
including but not limited to a computer, copier / fax, and phone.
Physical Demands
This position seldom requires lifting objects greater than 10 lbs. The role is largely sedentary, usually involving sitting for
extended periods of time.
Benefits
Requirements
The above statements are intended to describe the general nature and level of work being performed. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.
Petroleum Marking Group is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.
