National Accounts Customer Service Specialist
6 days ago
We are seeking a highly organized and customer-focused National Accounts Customer Service Specialist to join our team at JF Petroleum Group. As a key member of our customer service team, you will be responsible for facilitating the resolution of large National Account gas station requests for service.
Key Responsibilities- Develop and maintain strong relationships with subcontractor management and dispatchers to ensure timely and effective service delivery.
- Create and manage ServiceMax Subcontractor Purchase Order (SPO) requests to support rapid first visit site restoration or timely revisit resolution.
- Coordinate the deployment of subcontractor technicians to customer sites and monitor the completion of work to enable WO closure and receipt/payment of subcontractor invoices.
- Proactively monitor technician response time relative to customer-designated work order priority (SLA) and assess any potential delays caused by branch workload and/or technician availability.
- Evaluate work order reassignments to secondary contractors if needed to achieve SLA commitments and communicate SLA deviations to customers when required.
- Coordinate expediting and delivery assurance of JF technician or subcontractor technician parts requests with JF Supply Chain team to ensure that technicians are redeployed to customer sites as soon as parts become available.
- Monitor service quality KPIs (FTF, SLA, revisit resolution) for assigned customer locations and participate in monthly Service Ops calls with Service Leadership to review performance and assist in diagnosing required improvements.
- High School Diploma or GED required.
- Highly organized; Excellent time management skills and ability to multitask.
- Customer service, call center or dispatch experience preferred.
- Familiarity with ServiceMax preferred with demonstrated knowledge of MS Excel, Outlook, Teams.
- Team player; demonstrated ability to work assertively & collaboratively in a high-performing, fast-paced team environment.
- Conflict resolution and conflict management experience.
- Excellent communication skills and interpersonal abilities, including negotiation skills.
- Preferred: fueling system knowledge & experience.
- Must be able to meet company's employment requirements, which includes passing a drug screen, criminal background check, and MVR, if driving for the company.
- Competitive pay.
- 401(k) with company match.
- Paid time off.
- Paid holidays.
- Health benefits (eligible 1st of the month following 30 days) including Medical, Vision, Dental, Disability.
- Life insurance-company provided.
- Bonus program eligibility.
- Paid training for field personnel.
- Uniforms provided for field personnel.
JF Petroleum Group is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or any other legally protected status.
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Morrisville, North Carolina, United States JF Petroleum Group Full timeJob Title: National Accounts Customer Service SpecialistAt JF Petroleum Group, we are seeking a highly organized and customer-focused National Accounts Customer Service Specialist to join our team. As a key member of our customer service team, you will be responsible for facilitating the resolution of large National Account gas station requests for...
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Morrisville, North Carolina, United States JF Petroleum Group Full timeJob SummaryThe JF Petroleum Group is seeking a highly organized and customer-focused National Accounts Customer Service Specialist to join our team. As a key member of our customer service team, you will be responsible for facilitating the resolution of large National Account gas station requests for service, ensuring timely and high-quality service...
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