Job Summary

This is an on-site position in Downers Grove, IL. at the CITGO Refinery Support Center.  

Oversees the activities of Solvents Customer Experience Service Team and supports sales efforts.  Manages the activities of the Customer Experience group to maintain a high level of customer service.  Plans and directs work areas, establishes goals and objectives, coordinates needed training and sets performance criteria.  Reviews candidates to fill vacancies, conducts Performance Reviews.  Directly responsible to ensure that customer focus and integrated work processes are maintained through the Solvents group.  Leads the customer focus of all initiatives that work closely with various technology and 3rd party platforms such as SAP and Salesforce.  Directly responsible to ensure that customer focus and integrated worked processes are maintained through the Solvents group.

Salary range:  $117,00 - $140,000

CITGO Benefits for Salaried Employees 

Minimum Qualifications

College Degree - Bachelor's preferred, with 5 years of relevant experience or 10 years of experience without a degree. 

SAP experience preferred or other ERP system.

Excel proficiency.

Excellent written and verbal communication skills.

Strong decision-making skills.

Ability to manage workloads and meet deadlines.

Demonstrate problem solving and decision-making proficiency.

Adapt to change effectively.

Ability to balance multiple responsibilities.

Organizational skills

Outstanding interpersonal skills

Job Duties

1. Oversees customer experience activities for all Solvents customers.  Ensures timely and accurate order entry and follow-up communication with customers and Logistics to facilitate on time deliveries to customers.  Directly responsible to ensure that all customer complaints, issues and disputes are promptly resolved to the satisfaction of the customer.

2. Determines customer experience requirements by maintaining contact with customers.  Monitor Solvents performance with customers by conducting surveys, forming focus groups and benchmarking best practices, analyze information.  Assist Sales in onboarding new customers.

3. Responsible for development, implementation, and management of all policies, procedures, and enhancements in the Customer Service organization.  Authorizes changes to the existing work processes for the Customer Experience group as needed to improve performance.  Responsible to implement new ordering processes for the Solvents group as required. 

4. Develop materials and training programs to facilitate order processing internally and in collaboration with other groups.  Develop and maintain procedures and desk reference materials for Order Management and Business Services.

5. Evaluate, prepare, and present periodic progress reports to higher management.  Ability to support the logic behind the reported data is required.  Improves customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes.

6. Develop integration with technology for continuous improvement in Solvents to streamline manual processes.  Support Systems projects internally and with third parties to improve efficiencies. 

7. Develops and analyzes data to effectively manage the workload and structure of Customer Experience group to report department performance measures to upper management.  Establish goals and objectives to set performance criteria for direct reports.  Conduct performance reviews. 

Job Duties II