Headquartered in Taylor, Mich., Atlas Oil is the inaugural Simon Group Holdings company. Since our founding in 1985, Atlas has grown through technological and operational innovation, all while maintaining our unwavering commitment to customer success. Atlas offers single-source solutions for fuel, transportation and logistics and is one of the largest fuel distributors in the country, delivering over 1 billion gallons of fuel annually to customers in 47 states. We have an active real estate division and are engaged in transportation logistics and fueling including bulk, fleet, event, onsite, emergency response, and oil field services.
Atlas Oil Company is looking for a highly motivated Customer Service Representative with an emphasis on service and a desire to continually grow and learn about our products and services. This role focuses on producing high quality work based on established standards, guidelines, and procedures. This person will be responsible for handling customer orders, questions, complaints, and other inquiries with the highest degree of courtesy and professionalism. An ideal candidate will look to resolve customer issues with one call resolution, as well as, offer alternative solutions where appropriate with the objective of retaining customer's business. Consistent, error free work based on defined regulations and standards are key measures of job performance success.
Required Education / Certifications
College degree required
Primary Responsibilities & Scope
Responsible for evaluating and handling incoming calls. Requests in the areas of logistics, invoicing, pricing, drafting, credit and collections, account summaries, customer portal support, general inquiries, new ship to requests, compliments, complaints and document delivery are common.
Enters customer orders, maintenance work orders and service requests with the highest degree of courtesy and professionalism
Provides nightly service request reports to field and resource teams
Courteously answer telephone and assist customers in a timely manner
Evaluates the need of the customer to determine if the issue can be resolved while on the telephone. Researches and routes to the appropriate subject matter expert utilizing a CRM tool.
Regularly update and maintain customer information in all systems.
Maintain Keep-Fill scheduling
Steady, even pace to promote accuracy and quality of work
Screens incoming call traffic and directs it to the appropriate person
Conducts customer feedback surveys as directed by the Director of Customer Experience
Assists the Sales, Transportation and Retail departments where applicable
Quotes prices daily on an as needed basis (day shift responsibility)
Helpful communication with management, peers, and customers
Support company wide projects as required
Communicate effectively and professionally with all internal and external customers
Works on special projects and logistics dispatching to vetted carrier partners who make deliveries on behalf of Atlas
Desire to solve problems and an insatiable desire to help internal and external customers required.
Has knowledge of commonly used concepts, practices and procedures within the customer service field
Minimum one (1) year experience as a customer service representative in a high volume inbound call center
Experience entering information into a Customer Relationship Management (CRM) tool
Ability to follow instructions and pre-established guidelines to perform the functions of the job (i.e. order entry, telephone standards, etc)
Ability to adapt to changing or increasing demands in an evolving role.
Ability to offer excellent internal and external customer service under pressure.
Possess strong computer skills (e.g. MS Word, MS Excel, MS Outlook, Database tools) to accurately and efficiently enter data into software tools
Able to work with limited supervision and stay focused on required tasks through completion
Work required hours and be on time each regularly scheduled business day. Overtime may be required based on business needs. Must be able to rotate to cover time off for team members as needed.
Able and willing to work with a diverse customer base
Team player with ability to help others while productively working independently on job assignments
Experience working in trucking and/or fuel industry preferred
Ability to balance customer demands with business requirements
Monday-Friday 7:00 a.m. – 5:00 p.m.; on call and weekend work as needed.