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JF Petroleum Group · 1 day ago

National Accounts Customer Service Specialist

Morrisville,NC,US

Full-time

Onsite

New Grad, Entry Level

JF Petroleum Group is a premier leader in the North American fueling infrastructure industry, offering comprehensive solutions for distribution, construction, and service needs. The National Accounts Customer Service Specialist is responsible for facilitating the resolution of service requests for large National Account gas stations, collaborating with various stakeholders to ensure high-quality service delivery.

ConstructionOil and Gas

Responsibilities

Learn and stay current with the National Account Gas Station's standard operating procedures

Develop strong & productive working relationships with subcontractor management and dispatchers

Create ServiceMax Subcontractor Purchase Order (SPO) requests as required to support rapid first visit site restoration or timely revisit resolution

Coordinate deployment of subcontractor technician to customer site

Monitor completion of subcontractor work to enable WO closure and receipt/payment of subcontractor invoices

Work closely with the dispatcher and/or service manager at the JF branch or subcontractor that has been assigned the service work order

Proactively monitor technician response time relative to customer-designated work order priority (SLA)

Assess any potential delays caused by branch workload and/or technician availability

Evaluate work order reassignments to secondary contractors if needed to achieve SLA commitments

Communicate SLA deviations to customer when required

Coordinate expediting and delivery assurance of JF technician or subcontractor technician parts requests with JF Supply Chain team to assure that technicians are redeployed to customer sites as soon as parts become available. When necessary, assist techs or subcontractors with finding & getting parts

Monitor service quality KPIs (FTF, SLA, revisit resolution) for assigned customer locations. Participate in monthly Service Ops calls with Service Leadership to review performance and assist in diagnosing required improvements

Accept and respond to customer concerns related to work order completion and quality of workmanship. Assure customer recall service requests are assigned to subcontractors or JF technicians for work order completion

Qualification

Customer service experienceServiceMax familiarityMS Excel proficiencyConflict resolutionMultitaskingFueling system knowledgeTime managementTeam playerCommunicationInterpersonal abilitiesNegotiation skills

Required

High School Diploma or GED required

Highly organized; Excellent time management skills and ability to multitask

Team player; demonstrated ability to work assertively & collaboratively in a high-performing, fast paced team environment

Conflict resolution and conflict management experience

Excellent communication skills and interpersonal abilities, including negotiation skills

Must be able to meet company's employment requirements, which includes passing a drug screen, criminal background check, and MVR, if driving for the company

Physical Requirements: include occasional lifting/carrying of 10 pounds; visual acuity, speech and hearing; hand and eye coordination and manual dexterity necessary to operate a computer keyboard and basic office equipment. Subject to sitting, standing, reaching, walking, twisting, and kneeling to perform the essential functions. Working conditions are primarily inside an office environment. Prolonged periods sitting at a desk and working on a computer

Preferred

Customer service, call center or dispatch experience preferred

Familiarity with ServiceMax preferred with demonstrated knowledge of MS Excel, Outlook, Teams

Preferred: fueling system knowledge & experience

Benefits

401(k) with company match

Paid time off

Paid holidays

Health benefits (eligible 1st of the month following 30 days) including Medical, Vision, Dental, Disability

Life insurance-company provided

Bonus program eligibility

Paid training for field personnel

Uniforms provided for field personnel

Company

JF Petroleum Group

The JF Group stands as a premier leader in the North American fueling infrastructure industry, offering comprehensive turnkey solutions for distribution, construction, and service needs.

Founded in 1945