Title:  Team Lead Customer Service

Reporting to the Director, Customer Service, the Team Lead Customer Service is responsible for coordinating and supervising the order to delivery process, ensuring a consistently high level of service to Lubricant and Specialties customers as well as implementing process improvement opportunities which result in increased levels of customer satisfaction.

 

The Customer Service team is accountable for order management and customer service excellence. They are responsible for customer communication and ensuring compliant quote-to-cash while working with Sales and Global Supply Chain to fulfill customer orders. They are the primary point of contact for customers.

 (functions considered essential as defined by ADA)

• Direct and lead a team of Customer Service Specialists responsible for order management
• Foster positive employee relationships through effective communication, training and development coaching
• Assess, motivate and empower team members to perform in manner that builds customer satisfaction and loyalty, leading to retention and growth
• Integrate process improvements to increase efficiency within customer service
• Nurture open and professional relationships with team members, enabling more effective issue resolution
• Active recruitment, consistently working with HR to post, recruit and interview as well as participate in recruitment and interviews for intern roles
• Initiate development and implementation of Customer Service training processes
• Analyze and evaluate monthly customer service KPIs, identifying root cause and remedial actions where required
• Organize and facilitate the Risk Communication Team meetings, working collaboratively with key stakeholder groups to capture the scope, impact and status of issues affecting sales and or customers
• Interface daily with Sales, Distribution, Inventory Replenishment and Transportation to ensure successful order fulfillment and mitigation of potential at-risk issues
• Provide guidance to Taxation, Accounting and internal audit groups to ensure accurate and compliant quote to cash processes and documentation.
• Attend daily and ad-hoc meetings
• Active participant and stakeholder in product allocation decisions, supporting execution of allocation models
• Lead development, implementation, execution and support of IT enhancements of SAP and other sales systems.
• Monthly analysis of OTIF, BCP and open order reporting
• Calculate and communicate rbate, co-op accruals and formula pricing for contract customers
• Manage contract logs and communicate with stakeholders
• Maintenance, analysis and follow up of ongoing Customer Satisfaction Survey
• Participate in the development of new processes to improve interface among the cross functional groups
• Understands and follows the Pillars of Customer Service & Sales Support
• Special assignments or tasks assigned to the employee by their manager, as determined from time to time in their sole and complete discretion

• Demonstrated leadership experience
• 5+ years of related work experience
• An understanding of the impact, both short and long term, of system changes on existing business processes
• Familiarity with sales transaction processes and how they integrate with other departments
• Familiarity with order to delivery process is preferred
• Lubricants sales support knowledge is also preferred

 

• Demonstrated strong leadership skills
• Strong interpersonal and non-authoritative leadership skills; ability to motivate subordinates and others
• Skilled in stakeholder engagement and management of change
• Excellent analytical and problem solving abilities
• Strong customer focus
• Ability to work under pressure and competing priorities and high level of stress
• Strong written and oral communication skills
• Critical thinking and problem solving skills
• Proficient with MS Office

 

• Responsible for managing direct reports with varying levels of experience within the Sales Support Team.

• This is an office based role with ocassional business travel
• Our hiring process incorporates AI tools to assist with the recruitment process
• This job posting is to fill an existing vacancy within our organization 

HF Sinclair offers a comprehensive benefits package designed to support the well-being of our employees and their families. Our benefits include, but are not limited to, the following:

• Medical Insurance
• Vision Insurance
• Dental Insurance
• Paid Time-Off
• 401(k) Retirement Plan with match
• Educational Reimbursement
• Parental Bonding Time
• Employee Discounts

We are committed to fostering a supportive and inclusive work environment, ensuring our employees have the resources needed to thrive professionally and personally. Benefit eligibility is governed by official plan documents, for more details visit Total Rewards.

Job conditions require standing, walking, sitting, twisting, stooping, crouching, kneeling, talking or hearing, making precise hand and finger movements, reaching or grasping. Job conditions may require making visual inspections, lifting and/or carrying up to 25lbs, pushing and/or pulling up to 25lbs, climbing up to 3ft, ability to operate and drive all assigned company vehicles at company standard insurance rates, with valid state drivers license and proof of insurance, working in confined spaces, and perceiving color differences. 

At HF Sinclair, we are united through our One HF Sinclair Culture, which is underpinned by our five core values of Safety, Integrity, Teamwork, Ownership and Inclusion. Developed to empower our people, our five core cultural values are at the heart of everything we do and extend to how we engage our stakeholders. These values influence our decisions, shape our behaviors and keep us connected across the entire organization. We maintain a true Safety culture for our employees, communities, environments and customers. Our goal is to make sure everyone returns home safely each day. We have a long-standing commitment to Integrity and ethical behavior and do what is right for our employees, investors, communities and the environment. We encourage employees to Step Up and Stand Out by championing a culture of Teamwork and Ownership. We foster a culture of Inclusion by encouraging diversity of experiences, viewpoints and backgrounds. What makes each of us different, together makes us stronger.

HF Sinclair Corporation, headquartered in Dallas, Texas, is an independent energy company that produces and markets high-value light products such as gasoline, diesel fuel, jet fuel, renewable diesel and other specialty products. HF Sinclair owns and operates refineries located in Kansas, Oklahoma, New Mexico, Wyoming, Washington and Utah and markets its refined products principally in the Southwest U.S., the Rocky Mountains extending into the Pacific Northwest and in other neighboring Plains states. HF Sinclair supplies high-quality fuels to more than 1,500 branded stations and licenses the use of the Sinclair brand at more than 300 additional locations throughout the country. In addition, subsidiaries of HF Sinclair produce and market base oils and other specialized lubricants in the U.S., Canada and the Netherlands, and export products to more than 80 countries. Through its subsidiaries, HF Sinclair produces renewable diesel at two of its facilities in Wyoming and also at its facility in Artesia, New Mexico. HF Sinclair provides petroleum product and crude oil transportation, terminalling, storage and throughput services to its refineries and the petroleum industry.