Customer Service Specialist

Petro Papa; Mississauga; On-site; CAD 60,000 - 65,000; Full time

Job summary

Petro-Canada Lubricants Inc. (PCLI), HF Sinclair company, seeks a full-time Customer Service Specialist in Mississauga to own order management and customer service excellence from order through fulfillment.

You will be the primary contact for customers and collaborate with Sales and Global Supply Chain. You will process orders in SAP or iBuy, coordinate deliveries, resolve issues, provide technical information and ensure adherence to quality procedures.

Qualifications

• Two+ years in a customer service role.
• End-to-end order management experience preferred.
• Post-secondary education or equivalent experience.

Responsibilities

• Serve as primary contact for key accounts and distributors.
• Process sales orders in SAP or iBuy to meet customer expectations.
• Coordinate deliveries and communicate status to customers.
• Collaborate with Sales and Global Supply Chain.
• Resolve order/delivery issues promptly and professionally.
• Provide customers with technical data sheets and MSDS as needed.
• Train and onboard new team members.

Skills

Time management

Communication

Customer service

Collaboration

Problem solving

Working under pressure

Lubricant knowledge

Education

Post-secondary education

Tools

SAP

iBuy

Salesforce

Job description

Overview

Petro-Canada Lubricants Inc. (PCLI), an HF Sinclair company, is seeking a full-time Customer Service Specialist. Reporting to the Team Lead Customer Service, the Specialist is accountable for order management and customer service excellence, handling customer communication from order to fulfillment while collaborating with Sales and Global Supply Chain. The role is a primary point of contact for customers and offers opportunities for growth in skills and expertise.

Job Duties

• Act as the primary point of contact, providing strong service for key accounts and distributors
• Receive, expedite and accurately process to completion all sales orders in SAP or iBuy to meet customer expectations
• Coordinate, confirm and communicate all deliveries to the customers
• Work with customers, sales representatives, production and distribution to fulfill customer requirements and complete all appropriate documentation
• Run daily open order reports and monthly billing due lists to ensure all pending orders and invoices are captured
• Resolve order and delivery problems, often with return coordination on behalf of the customer, in a professional and timely manner
• Provide customers with technical information, technical data sheets, promotional materials and material safety data sheets as necessary
• Promote and enforce internal quality procedures and policies
• Make appropriate product and packaging recommendations based on customer queries
• Manage accounts with special requirements to ensure a strong customer experience
• Provide peer training and onboarding of new team members through shadowing and coaching
• Offer subject matter knowledge of Customer Service Systems like iBuy, SAP, Salesforce to ensure compliance and full adoption
• Ensure compliance in training documentation and programs

Experience

• Two or more years of experience in a customer service related role
• Experience in end-to-end order management role is preferred
• Post-secondary education; however, a combination of education and work-related experience will be considered

Required Skills

• Excellent time management and organizational skills to manage a workload in a fast-paced, high-volume environment
• Strong communication skills, both verbally (phone) and written (email)
• Exceptionally strong customer service focus with the ability to translate customer requests into actionable results
• Adherence to process and pursuit of operational efficiency
• Collaboration and problem-solving with external and internal partners
• Ability to work under pressure in a fast-paced environment
• Knowledge of lubricant product applications is an asset

Work Conditions

• Office-based role at the Lubricants Corporate office located at 2310 Lakeshore Road West, Mississauga
• In-office Monday through Thursday with a work-from-home option on Fridays
• Salary range for this position is $60,000 - $65,000 annually, based on experience and qualifications
• This job posting is to fill an existing vacancy within the organization

Physical Requirements

Job conditions may include standing, walking, sitting, twisting, stooping, crouching, kneeling, talking or hearing, precise hand and finger movements, reaching or grasping. May require visual inspections, lifting and/or carrying up to 25 lbs, pushing and/or pulling up to 25 lbs, and climbing up to 3 ft. Ability to operate company vehicles in accordance with insurance requirements and maintain a valid driver’s license and proof of insurance. May involve working in confined spaces and perceiving color differences.

At HF Sinclair, we are united through our One HF Sinclair culture, underpinned by five core values: Safety, Integrity, Teamwork, Ownership, and Inclusion. These values influence our decisions, shape our behaviors, and keep us connected across the organization. We maintain a true Safety culture for our employees, communities, environments and customers with a commitment to ethical behavior and doing what is right for employees, investors, communities and the environment. We encourage Step Up and Stand Out by championing teamwork, ownership and inclusion.

About HF Sinclair Corporation

HF Sinclair Corporation, headquartered in Dallas, Texas, is an independent energy company that produces and markets high-value light products and operates refineries across multiple states. The company supplies fuels to branded stations and licenses the Sinclair brand. Sub­sidiaries produce and market base oils and lubricants in the U.S., Canada and the Netherlands, exporting to over 80 countries. HF Sinclair also produces renewable diesel at select facilities.

Equal Opportunity Employer

HF Sinclair Corporation is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other prohibited ground of discrimination.