Representative - Customer Service

TPC Group; Houston (TX); On-site; USD 45,000 - 65,000; Full time

Job summary

TPC Group in Houston is seeking a Customer Service Representative to be the face of the company to external customers and a key supply chain contributor.

This role requires teamwork, poise under pressure, and a drive to improve order accuracy, scheduling, and customer satisfaction.

Qualifications

• 3+ years in B2B customer service
• 3+ years with an ERP system
• Associate degree required; Bachelor's preferred

Responsibilities

• Provides sales and customer support for assigned customers by scheduling and service needs.
• Builds and maintains business relationships with clients by providing prompt and accurate service to promote customer loyalty.
• Receives and processes orders; ensures order quality, quantity, and scheduling meet customer requirements.
• Coordinates with offsite terminals handling inbound/outbound shipments to assure order execution and schedules shipments.
• Records issues affecting customers in the nonconformance database and drives customer satisfaction.

Skills

Customer service

B2B

ERP systems

Education

Associate degree

Bachelor’s degree (preferred)

Tools

Oracle ERP

Job description

The Customer Service Representative position is an excellent opportunity for someone who enjoys a fast paced, dynamic environment. As the face of TPC Group to our external customers, and a key supply chain contributor internally, this position is critical to TPC Group’s success. Teamwork, poise under pressure, and the drive to make a difference are required for success.

Duties And Responsibilities

• Provides sales and customer support for assigned customers by acting as a contact for scheduling and service needs.
• Builds and maintains business relationships with clients by providing prompt and accurate service to promote customer loyalty.
• In addition to receiving and processing orders, serves as a customer advocate, responsible for ensuring that order quality, quantity, and scheduling meet the customer requirements.
• Serves as a contact for customers and / or products in relation to the placement and scheduling of orders and deliveries. Initiates and / or receives these orders via phone, email or eFax and updates forecasts and plans as information is received.
• Troubleshoots customer concerns and fields technical questions. Receives concerns and questions and resolves them directly or coordinates resolution with the department that can best handle the issue.
• Records any issue that affects the customer in the nonconformance database and drives top quartile customer satisfaction performance.
• Ensures that proper procedures for order confirmation, shipping documentation, and invoicing are followed.
• Follows up on any delays in shipments and keeps the status up to date in Oracle and all scheduling applications.
• Organizes paperwork from each shipment (load sheet, COA, bill of lading, etc.) and files following standard procedures.
• Based on order projections and actual orders, coordinates with offsite terminals handling inbound and outbound shipments as needed to assure order execution. Schedules shipments to terminals to support planned/actual orders.
• Supports change initiatives focused on supply chain improvement objectives.

Required Qualifications

• Associate degree from accredited university or institution (5+ years of experience will act as a substitute)
• 3+ years of experience in B2B (Business to Business) Customer Service
• 3+ years of experience with an Enterprise Resource Planning (ERP) system

Preferred Qualifications

• Bachelor’s degree from accredited university or institution
• Refining / Chemical / Petrochemical industry experience
• Oracle ERP systems experience

Applicants must be authorized to work for any employer in the United States continually without company sponsorship