Team Lead Customer Service

Team Lead Customer ServiceReporting 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.Job DutiesDirect and lead a team of Customer Service Specialists responsible for order managementFoster positive employee relationships through effective communication, training and development coachingAssess, motivate and empower team members to perform in manner that builds customer satisfaction and loyalty, leading to retention and growthIntegrate process improvements to increase efficiency within customer serviceNurture open and professional relationships with team members, enabling more effective issue resolutionActive recruitment, consistently working with HR to post, recruit and interview as well as participate in recruitment and interviews for intern rolesInitiate development and implementation of Customer Service training processesAnalyze and evaluate monthly customer service KPIs, identifying root cause and remedial actions where requiredOrganize 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 customersInterface daily with Sales, Distribution, Inventory Replenishment and Transportation to ensure successful order fulfillment and mitigation of potential at-risk issuesProvide guidance to Taxation, Accounting and internal audit groups to ensure accurate and compliant quote to cash processes and documentation.Attend daily and ad-hoc meetingsActive participant and stakeholder in product allocation decisions, supporting execution of allocation modelsLead development, implementation, execution and support of IT enhancements of SAP and other sales systems.Monthly analysis of OTIF, BCP and open order reportingCalculate and communicate rbate, co-op accruals and formula pricing for contract customersManage contract logs and communicate with stakeholdersMaintenance, analysis and follow up of ongoing Customer Satisfaction SurveyParticipate in the development of new processes to improve interface among the cross functional groupsUnderstands and follows the Pillars of Customer Service & Sales SupportSpecial assignments or tasks assigned to the employee by their manager, as determined from time to time in their sole and complete discretionExperienceDemonstrated leadership experience5+ years of related work experienceAn understanding of the impact, both short and long term, of system changes on existing business processesFamiliarity with sales transaction processes and how they integrate with other departmentsFamiliarity with order to delivery process is preferredLubricants sales support knowledge is also preferredEducation LevelA Bachelor's Degree in Business, Marketing or applicable field preferred. A combination of post-secondary education and work experience will be consideredRequired SkillsDemonstrated strong leadership skillsStrong interpersonal and non-authoritative leadership skills; ability to motivate subordinates and othersSkilled in stakeholder engagement and management of changeExcellent analytical and problem solving abilitiesStrong customer focusAbility to work under pressure and competing priorities and high level of stressStrong written and oral communication skillsCritical thinking and problem solving skillsProficient with MS OfficeSupervisory/Managerial ResponsibilityResponsible for managing direct reports with varying levels of experience within the Sales Support Team.Work ConditionsThis is an office based role with occasional business travelOur hiring process incorporates AI tools to assist with the recruitment processThis job posting is to fill an existing vacancy within our organizationBenefitsHF 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 InsuranceVision InsuranceDental InsurancePaid Time-Off401(k) Retirement Plan with matchEducational ReimbursementParental Bonding TimeEmployee DiscountsWe 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.Physical RequirementsJob 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.Our One HF Sinclair Culture: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.About HF Sinclair CorporationHF 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.Equal Opportunity EmployerHF 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.