Customer Service Representative in Bradford, Pennsylvania at American Refining Group Inc.
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Job Description
Position Title: Customer Service Representative I
Compensation:
Full-time, Non-Exempt, commensurate with experience.
Company Information:
ARG is the longest continuously operating refinery in North America dating back to 1881. Privately held, the employees and leadership pride themselves on offering competitive pay, generous benefits and a supportive culture of growth and learning. In addition to a 401k retirement plan to which the company makes matching contributions, ARG offers participation in an Employee Stock Ownership Plan (ESOP) to qualified employees, through which they share in the profits of the company.
Scope & Responsibilities of Customer Service Representative I: (Not limited to)
This position communicates with customers by fax, phone, e-mail, and electronic data interface concerning orders, shipments, returns, product availability, terms, complaints, and other business-related matters. Receives and accurately enters orders from phone, fax, email, and EDI into database.
- Perform basic order entry and data processing in company systems.
- Schedule freight and coordinate routine shipment activities.
- Complete DIFOT (Delivery in Full, On Time) tracking and reporting.
- Respond to routine customer inquiries regarding order status and shipment updates.
- Follow established procedures, work instructions, and communication guidelines.
- Escalate non-routine issues or exceptions to the appropriate team member or supervisor.
- Work under regular supervision and coaching while developing job knowledge and proficiency.
- Ensure customer pricing is verified.
- Respond to callouts during unscheduled work times to address customer service matter as needed.
- Perform other duties assigned by supervisor/ manager.
Benefits Available to Customer Service Representative I:
- Health Insurance including Medical, Dental, Optical & Prescription
- Health Savings Accounts & Flexible-Spending Plans
- Life, Accident and Critical Illness Insurance Options
- Short & Long-term Disability Coverage
- Escalating Paid Vacation Plans
- Paid Holidays & Personal Days
- Education & Employee Assistance Plans
- Employee Stock Ownership & 401 (k) Plans
Education & Experience for Customer Service Representative I:
- High school diploma or equivalent required; associate degree.
- Zero to two years of experience in customer service or a related field.
Other Qualifications:
- Comprehensive knowledge of Microsoft Office Suite and advanced software packages.
- Must possess and maintain a valid motor vehicle driver’s license.
- Demonstrate basic problem-solving skills to resolve routine issues and identify when escalation is needed.
- Practice active listening to effectively understand and respond to customer and internal stakeholder needs.
- Collaborate effectively with team members and cross-functional departments.
- Maintain basic proficiency in company software and standard business applications.
- Apply fundamental organizational and time management skills to prioritize work and maintain accurate records.
- Entry-level position with the ability to learn American Refining Group (ARG) systems, products, and business processes.
- Basic understanding of the Quality Management System (QMS), company procedures, and standard work instructions.
- Ability to perform work that meets established quality standards with only occasional non-critical errors.
- Demonstrated ability to maintain accuracy and avoid recurring critical errors while following established procedures.
Physical & Cognitive Demands:
COGNITIVE DEMANDS: Meet deadlines, focus attention, work independently, independent judgments, work with a team, communicating, reading comprehension, critical thinking/troubleshooting.
PHYSICAL DEMANDS: seeing, speaking, hearing, sitting, walk/climb, stand/reach, listen, writing, driving, keyboarding. Push/pull/lift/carry 35 pounds.
Occasional travel may be required.
Additional Notes:
This position, as well as every other position at American Refining Group, is required to conduct their work at a high level of safety and quality performance. We require our employees to adhere to safety policies and procedures and expect they will help and encourage colleagues to do so as well. Our goal is to strive for a Zero-Incident environment that is a benefit to our employees and community. Our commitment to safety is identified as one of our core values: “Safety is our Compass”. Employees are expected to understand and operate under current Process Safety Management guidelines in accordance with their role. Adherence to our Refinery Conduct of Operations in refinery and safety-sensitive functions is critical to our ongoing commitment to reliable operations.
American Refining Group, Inc. executes and maintains an ISO certified Quality Management System to meet specified customer requirements for product performance, safety, and service.
Employees are expected to understand and operate under the guidelines of the Quality Management System while executing the functions of their position.
ARG culture promotes ongoing training and mentoring that is intended to be a developmental partnership for all (employees are subject to ongoing performance reviews and feedback).
This is not a job bid - external recruiting is being conducted concurrently with internal posting. Applicants will be selected based on qualifications and a job interview; final selection will rest solely with the Company.
Qualified individuals must be able to perform essential job functions with or without reasonable accommodation.
The above statements are intended to describe the general nature and level of work being performed; they are not to be construed as an exhaustive list of all responsibilities.
EEO Employer –ARG is committed to providing reasonable accommodation in our recruiting and employment practices. If assistance is needed to participate in the application or interview process, or to perform essential job functions, please contact Human Resources.