Customer Support Specialist II

We are seeking a highly motivated and energetic individual to join our team as a Customer Support Specialist II. As a Customer Support Specialist, you will be responsible for providing exceptional customer service to our fuel and lubricant customer base that spans across the Pacific Northwest. If you enjoy working in a fast-paced environment and creating long lasting relationships with customers drop in your application today! 

Wilcox + Flegel is a match for you if…

You are looking for an employer that provides not only the basics…but SO MUCH MORE. We provide competitive pay and industry leading benefits that allow you to take care of yourself and the ones that mean the most to you. Our schedules allow you to spend time with those that mean the most to you, doing the things that you enjoy. We also offer development opportunities that line up with your professional goals.

You are looking for a STABLE and professional work environment that offers opportunity for advancement across departments. Wilcox + Flegel has been a family-owned fuel and lubricant distributor since 1952. Some of our 400+ team members have decades of tenure because we truly value our team members and invest in their learning and development.

You are looking for an employer that values a TEAM ENVIRONMENT. At Wilcox + Flegel, we all have a common purpose and commitment. Each of our roles is critical and contributes to the success of our organization. As a member of the team, you will be recognized and valued for your contributions, and you’ll have your teammates cheering you on and supporting you along the way!

We offer an industry leading benefits package!

Medical, Dental, Vision, RX, Optional FSA

Optional Medical Waive Bonus

Company paid Life Insurance, Short Term & Long-Term Disability, and AD&D

401(k) with generous company match

Paid Time off, 120 Hours Per Year

7 Paid Holidays

Working Holiday Pay

Volunteer Employee Program - get paid to volunteer!

Employee Fuel Discount Account

Wellness Program Incentives

Recognition & Reward Program

Team Member Referral Bonus

Position Summary:

As a Customer Support Specialist II, you will be responsible for providing outstanding customer service for all internal and external customers by utilizing in depth knowledge of company products, procedures and services resulting in uncompromising customer loyalty. Responsible to consistently role model our Core Values

Essential Position Functions and Responsibilities:

• Responsible for representing Wilcox and Flegel with professional communication and treating our customers courteously and respectfully.

• Responsible for building relationships and rapport with customers from inside the business.

• Monitors and maintains Salesforce case queue.

• Responsible for continuously growing and/or learning product knowledge.

• Enters orders into accounting and web-based software.

• Manages customer orders and back orders using established tracking/reporting methods.

• Supports business growth initiatives by providing quotes and reports to established customers

• Support sales team with price inquiries and inventory availability

• Generates reports as needed, internal and external.

• Proactively manages order collection using various methods such as phone, email, and web-based applications.

• Responsible for scheduling customers' deliveries and providing updated ETA on orders.

• Responsible for setting up our customer’s admin to ensure their experience with W+F is as effortless as possible. This includes:

  • Monitoring tank monitors

  • Filing and updating customer delivery instructions

  • Resale certificates

  • Providing customer reports

  • Tracking customer orders

• Responsible for updating customer account information as needed.

• Orders/Maintains office supply inventory.

• Acts as a liaison for our customers between sales/procurement and or operations to ensure the highest level of customer satisfaction.

• Supports all lines of business with their inquiries and requests.

• Creates instruction form for customer deliveries

• Report generations for our Cardlock, Fuel and Lubricant customers.

• Shows accountability for daily performance expectations.

• Troubleshoots, researches, and recommends solutions for complex customer resolutions.

• Leads and/or participates in weekly site meetings.

• Trains and assists new Customer Support Team Members.

• Acts as a liaison for our customers between sales/procurement and or operations to ensure the highest level of customer satisfaction.

Critical Core Competencies and Skills:

• Excellent interpersonal skills as well as verbal and written communication skills

• Must be highly organized with strong ability to multi-task.

• Able to assess competing demands and determine appropriate direction.

• Proven ability to learn quickly and adapt to changing environment; agile, flexible, and resilient.

• Continuously pursuing knowledge growth around Fuel, lubricants, Antifreeze, and the services that Wilcox + Flegel offers our valued customers.

• Advanced lubricant product knowledge (training provided).

• Ability to maintain confidentiality.

Minimum Education and Experience:

• High school diploma or equivalent required

• 2-3 years of office and financial experience

Preferred Education and Experience:

• Associate degree in applicable field or equivalent combination of education and experience.

• Knowledge of Account Management principles, methods, and practices.

Licenses, Certifications and/or Registrations (note if Required or Preferred):

• NA

Equipment and Software Requirements:

• DM2-Sage or other ERP systems.

• Highly Experienced in Salesforce/CRM Software systems.

• Highly Proficient using Microsoft Office Suite (Word, Excel, Outlook, PowerPoint).

Position Location/Working Conditions/Equipment:

• Office Environment

Physical Requirements:

• Typically sitting at a desk

• Repetitive wrist, hand or finger movement

Equipment:

• Office equipment