Customer Service Associate jobs in United States

Purpose of the Role:

The role leads budgeting, financial planning, service performance, and customer care for ENOC’s Shared Services Centre (SSC). It ensures services are efficient, cost-effective, and aligned with customer expectations. The manager also drives continuous improvement, automation, and collaboration across departments.

Key Responsibilities:

Planning & Budgeting

• Prepare SSC’s annual budget and business plan.
• Estimate service volumes, set cost-recovery mechanisms, and monitor usage.
• Track and analyze expenses, recoveries, and financial performance.

Performance Management

• Set performance targets and KPIs for SSC teams.
• Prepare quarterly reports and recommend improvements.
• Align internal processes with best practices.

Customer Experience & Service

• Build strong customer relationships and regularly collect feedback.
• Lead service improvement initiatives.
• Ensure all services meet agreed standards and timelines.

Governance & Communication

• Support SSC leadership with data and analysis for better decision-making.
• Promote a customer-centric culture through training and awareness.
• Ensure compliance with SSC policies and service standards.

Required Experience & Qualifications:

• Bachelor’s degree in Business Administration.
• 6–8 years of experience, ideally in oil & gas or shared services.
• Experience in financial analysis, customer service, and process improvement.
• ISO or QMS certification is preferred.
• Balanced Scorecard (Kaplan-Norton) certification is an advantage.

Key Skills:

• Strong analytical and problem-solving skills
• Excellent communication and stakeholder management
• Strategic thinking and ability to lead change
• Budgeting, forecasting, and reporting
• Customer service excellence