Job: B2B Inbound Order Fulfillment Representative

At Western Refining our people provide a strong foundation for our success. We depend on the talent and energy of all of our employees. We recognize that you have choices, and we appreciate that you are selecting our company to research possible employment opportunities.

As part of Western Refining, the Wholesale Division is driven by the vision to be the petroleum products supplier of choice in mining, construction, automotive, industrial and fleet. The Wholesale’s mission is to improve the profitability and viability of Western Refining though integrated approach of growth, improved asset utilization, return on investments, controllable expense and new investments that provide the platform for future growth and profitability. As a result we will be the premier wholesale marketing arm of Western Refining that offers products and services to attract and retain new and existing customers.

Western Refining is committed to providing employees with a competitive salary and comprehensive benefits package including 401K, Vacation and PTO, Education Reimbursement, Vision/Dental/Life, AD&D, Holidays, and a supportive EAP Program.

The safety and well-being of our employees are important to us. Western supports a drug free work environment. Candidates considered for a position are required to pass a company required pre-employment background screening which includes drug and alcohol testing.

The ideal candidate will be results driven and have a demonstrated ability to proactively identify customer’s specific fuel or lubricant needs through strong listening skills and compassion, being detail oriented, communicating with clarity and conciseness and taking ownership of assigned account service responsibilities. Assist sales and marketing staff providing customer service to new and existing customers in a high volume fast paced environment processing order fulfillments and providing customer issue resolution through timely follow-up while meeting productivity and accuracy standards. Demonstrate Business to Business (B2B) inbound sales expertise providing professional customer service leadership and coordinating customer service efforts with other company departments to include sales, marketing, accounting and logistics. Promote company-wide sales efforts through B2B development researching information on industry-specific partnerships, establishing pricing methods, recommending resource allocation and cultivating consultative relationships with strategic customers, using deep product and industry knowledge to implement effective solutions. Enhance customer relations through customer satisfaction and retention by monitoring customer service metrics. Identify and develop opportunities to improve products, services or issue resolutions. Builds and maintains successful business partnerships with key customers. Foster an environment that supports cooperation and cohesiveness within the customer service team.

Comply with company procedures to provide unmatched excellence in customer service.

High School diplomas or General Education Degree (GED) and 1-2 years high volume B2B inbound customer service experience. Must have strong work ethics and competitive nature.

Thorough knowledge of inbound customer service and general knowledge of accounting principals and practices.

Proven ability to make sound decisions and recommendations through common sense and logic. Must have a “Can Do” attitude. Ability to multi-task, prioritizes daily work, and effectively handles complexity within the work day.

Must have proven inbound high volume customer service experience, excellent data entry skills and be comfortable on the phone.

Good computer skills with experience using MS Products such as MS Word and Excel. Must have the ability to document al information for customer’s Product Distribution Services (PDS) or other customer service software working knowledge a plus.

Excellent listening, written, oral, and interpersonal skills required to effectively communicate with customers, co-works and business contacts in a courteous and professional manner and create lasting relationships with prospective clients. Ability to empathize with customers and their concerns. Must have the ability to provide a high level of customer service by answering questions, providing accurate information, and responding to requests on a timely basis. Must have solid time management and organizational skills to manage new and existing accounts.

Ability to accurately document all customer’s specific fuel or lubricant needs and ask questions in order to obtain necessary data. Research information using Product Data resources, consulting with the Technical Representative, Senior Customer Service Representatives or Leads. Maintain customer satisfaction by pro-actively calling out of town customers regarding any orders.