Customer Service Order Manager

Responsibilities:

• Receive, confirm, and schedule customer orders.
• Balance customer requested ship date, plant production, and truck or railcar availability.
• Actively interact with plant production and logistics staff to coordinate shipping schedules.
• Partner with Logistics to monitor inbound empty truck and railcar availability as well as outbound loaded truck and railcar shipments enroute to and at customer locations.
• Maintain and update the Order Book of all customer orders and shipments in coordination with other Customer Service Order Managers.
• Communicate directly with customers regarding order status and schedule updates.
• Serve as the central communications point between multiple GFL departments and the customers’ supply chain staffs.
• Provide customers with shipping documentation including Bill of Lading, Certificate of Analysis, truck Scale Tickets, Railcar Outage volumes, etc.
• Respond to all customer order inquiries.
• Work with Sales to implement all Pricing Updates in the system.
• Confirm accurate pricing on customer Purchase Orders.
• Provide all information promptly for accurate customer Invoicing.
• Team with Sales to prioritize customer orders during times of tight supply.
• Escalate higher level customer issues to Sales.
• Become familiar with customer order patterns and engage the customer or Sales when orders unexpectedly fall behind or ramp up.
• Handle minor Volume Discrepancies and Invoice Credit Requests.
• Alert customers if GFL-shipped trucks or railcars are not offloaded in a timely manner.
• Be aware of customer credit limits or late outstanding payments as notified by GFL Accounts Receivable.
• Assist in working with customer Purchasing and Accounts Payable departments on late payments.
• Assist Sales with monthly Forecasts by sharing customer reported information on upcoming order demand.
• Back up other Customer Service Order Managers while they are out on paid time off.

Requirements & Experience:

• Prior Customer Service experience of 5-7 years minimum.  Oil, lubricants, or energy industry experience preferred but not required.
• College undergraduate degree from an accredited university.  An associate degree will be considered with work experience of at least 10 years.
• Prior work experience at a company with at least $250 million in annual revenue.
• Demonstrated work experience of effectively interacting with both external customers of various sizes and multi-functional internal departments.
• Demonstrated comfort and accuracy working with numbers.

Skills:

• Outstanding ability to communicate clearly and concisely.
• Exceptional phone and email communication skills.
• A personal relationship cultivator with adept listening talent.
• Strong organizational ability.
• Proficiency accurately recording details and compiling supporting documentation pertaining to customer orders.
• A flexible mentality capable of easily juggling schedules in response to changing customer demands or operational constraints.
• Ability to remain calm with customers while facing customer complaints or timing pressures.
• Productive collaboration in scheduled multi-functional department planning meetings.
• Self-motivated individual capable of independently solving problems with minimal supervision.
• Proficient with Microsoft Excel, Word, Outlook, and corporate systems.

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