Customer Service Representative

Scope & Responsibilities

• Communicates with customers by fax, phone, e-mail, and electronic data interface concerning orders, shipments, returns, product availability, terms, complaints, and other business-related matters.
• Receives and accurately enters orders from phone, fax, email, and EDI into database.
• Perform basic order entry and data processing in company systems.
• Schedule freight and coordinate routine shipment activities.
• Complete DIFOT (Delivery in Full, On Time) tracking and reporting.
• Respond to routine customer inquiries regarding order status and shipment updates.
• Follow established procedures, work instructions, and communication guidelines.
• Escalate non-routine issues or exceptions to the appropriate team member or supervisor.
• Work under regular supervision and coaching while developing job knowledge and proficiency.
• Ensure customer pricing is verified.
• Respond to callouts during unscheduled work times to address customer service matter as needed.
• Perform other duties assigned by supervisor/manager.

  Benefits

  • Health Insurance including Medical, Dental, Optical & Prescription
  • Health Savings Accounts & Flexible-Spending Plans
  • Life, Accident and Critical Illness Insurance
  • Options Short & Long-term Disability Coverage
  • Escalating Paid Vacation Plans
  • Paid Holidays & Personal Days
  • Education & Employee Assistance Plans
  • Employee Stock Ownership & 401 (k) Plans

  Qualifications

  • High school diploma or equivalent required; associate degree.
  • Zero to two years of experience in customer service or a related field.
  • Comprehensive knowledge of Microsoft Office Suite and advanced software packages.
  • Must possess and maintain a valid motor vehicle driver’s license.
  • Demonstrate basic problem-solving skills to resolve routine issues and identify when escalation is needed.
  • Practice active listening to effectively understand and respond to customer and internal stakeholder needs.
  • Collaborate effectively with team members and cross-functional departments.
  • Maintain basic proficiency in company software and standard business applications.
  • Apply fundamental organizational and time management skills to prioritize work and maintain accurate records.
  • Entry-level position with the ability to learn American Refining Group (ARG) systems, products, and business processes.
  • Basic understanding of the Quality Management System (QMS), company procedures, and standard work instructions.
  • Ability to perform work that meets established quality standards with only occasional non-critical errors.
  • Demonstrated ability to maintain accuracy and avoid recurring critical errors while following established procedures.

  Physical & Cognitive Demands

  • Seeing, speaking, hearing, sitting, walking/climbing, standing/reaching, listening, writing, driving, keyboarding.
  • Push/pull/lift/carry 35 pounds.
  • Occasional travel may be required.

  Additional Notes

  • This position, as well as every other position at American Refining Group, is required to conduct their work at a high level of safety and quality performance.
  • We require our employees to adhere to safety policies and procedures and expect they will help and encourage colleagues to do so as well.
  • Our goal is to strive for a Zero-Incident environment that is a benefit to our employees and community.
  • Our commitment to safety is identified as one of our core values: “Safety is our Compass”.
  • Employees are expected to understand and operate under current Process Safety Management guidelines in accordance with their role.
  • Adherence to our Refinery Conduct of Operations in refinery and safety-sensitive functions is critical to our ongoing commitment to reliable operations.
  • American Refining Group, Inc. executes and maintains an ISO certified Quality Management System to meet specified customer requirements for product performance, safety, and service.
  • Employees are expected to understand and operate under the guidelines of the Quality Management System while executing the functions of their position.
  • ARG culture promotes ongoing training and mentoring that is intended to be a developmental partnership for all (employees are subject to ongoing performance reviews and feedback).
  • This is not a job bid - external recruiting is being conducted concurrently with internal posting.
  • Applicants will be selected based on qualifications and a job interview; final selection will rest solely with the Company.
  • Qualified individuals must be able to perform essential job functions with or without reasonable accommodation.