Customer Resolution Associate

Provides prompt and professional customer service to a wide-ranging base of Wholesale Marketing customers through email, phone, and/or facsimiles to include both internal users/departments and external users and customers.

• Receives and logs in-coming customer calls, emails and information received regarding invoicing and billing requests daily in the ASTRO Case Management system.
• Researches customer billing concerns by gathering information utilizing various resources including but not limited to SAP, bill of ladings, delivery tickets, etc. Suggests appropriate course of action for resolving recurring concerns and coordinates more complex inquiries with the appropriate department.
• Communicates effectively with customers, terminal personnel, and other departments in the organization to ensure high quality and timely expedition of customer inquiries.
• Mitigates customer impact by appropriately routing customer inquiries to responsible parties. Works with distributor, sales teams and appropriate departments to resolve concerns related to customer inquiries.
• Makes decisions with appropriate action to the satisfaction of the members/customers per established guidelines. Contributes ideas on ways to resolve problems to better serve the customer and/or improve productivity. Participates in activities to improve customer satisfaction and business performance.
• Updates SAP & terminal records while working with customers to receive valid carrier insurance and carrier access agreements for Valero owned terminals.
• Assists in maintaining master data creations, changes or deletions to existing carrier (vendor) accounts as requested by customer or salespeople.
• Retains complete detailed electronic records of received requests that lead to transactions from both internal as well as external customers in appropriate file retention system in accordance with Sarbanes Oxley requirements.
• Collects data from external and internal sources and performs analysis. Suggests methods to improve area operations, efficiency, and services to both internal and external customers.
• Registers Unbranded Customers on Valero’s Website Portal and provides instructions and assistance to customers requesting copies of invoices, posted rack prices, EFT notifications and terminal information from Valero’s website portal.
• Prepares various reports as requested by management.

This position is salaried nonexempt status, which means you are eligible for overtime pay.

Qualifications

• High school diploma or GED required.
• Bachelor’s (or higher) degree in business or related field preferred.
• 1 year of customer support experience preferred.
• Experience with SAP and customer relations databases preferred.

Position level and salary will be commensurate with qualifications and experience.

Valero's employees are the heart of its success, and there is a reason why the company is an employer of choice in the fuels manufacturing and marketing industry. It’s not just the excellent benefits package, or the opportunities for personal growth, it’s also the caring and committed culture of the organization that makes everyone feel like they’re truly part of a team. For more information, visit Valero.com.

Valero is an EEO/AA Employer. All qualified applicants are encouraged to apply and will receive consideration for employment without regard to legally protected status including sexual orientation, gender identity, Women, Minorities, Individuals with Disabilities and protected Veterans.

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