Base Oils Customer Service Lead
Motiva Enterprises LLC

Job Info

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At Motiva, our employees' energy, passion, and dedication to excellence are what make us who we are and what allows us to generate energy that makes a house a home, gets us from point A to point B, and enables our health and wellbeing. We invest in every aspect of our employees' lives because, at Motiva, our people matter.

Headquartered in Houston, Texas, Motiva refines, distributes and markets petroleum products throughout the Americas. The company's Port Arthur Manufacturing Complex in Port Arthur, TX, is comprised of North America's largest refinery with a total throughput of 720,000 barrels per day, the world's second largest base oil plant, and an integrated chemical plant. Under exclusive long-term brand licenses with Shell and Phillips 66 (for the 76® brand), Motiva's commercial operations supply more than 12 billion gallons of fuel to customers annually. Motiva is wholly owned by Aramco, one of the world's largest integrated energy and chemicals companies.

Position Overview:

The Base Oils Customer Service Lead reports to the Manager of Terminals and Sales Support and acts as a subject matter expert and focal point for the Base Oils Customer Service team ensuring tasks are assigned and prioritized appropriately.

The Base Oils Customer Service team plays a crucial role in supporting both the Sales team and customers throughout the entire end to end process of account and order setups across various systems, including RightAngle, Basecamp, SAP, and Salesforce. Their responsibilities include collaborating with operations, scheduling, KYC, Risk, Accenture, and finance teams. The team manages the inbox and call line for customer support, runs reports to aid daily activities, and ensures compliance with credit requirements for upcoming orders by working closely with sales, customers, and schedulers. Additionally, they provide support for month-end closing and address customer billing issues while maintaining a thorough understanding of Base Oils operations and systems. The team is also expected to continuously seek opportunities for process improvements and enhancements

Responsibilities:

• Facilitate training of new analysts
• Second level support for other analysts
• Update & maintain work instructions and business processes as Motiva's IT landscape changes
• Focal point for IT initiatives in Base Oils
• BCP tier 1 critical staff for M&S Fuels Sales Support team
• Liaison between PAR scheduling staff, Base Oils Business and Customer Service team
• Create and maintain Base Oils customer accounts across multiple systems to facilitate E2E completion of setups
• Process customer orders in BASECAMP for domestic and international deals and provide timely status updates
• Amend customer orders in response to market or other changes in the supply chain
• Collaboration with multiple internal stakeholders to ensure export compliance accuracy and supply reliability for order placed through BASECAMP
• Works with Land Logistics Manager and Finance to complete setup / trouble shoot billing/ payment issues
• Customer facing dispute resolution related to shipping, invoices, deal creation, order entry
• Support Base Oils Sales Team with back-office customer support
• Assist with system testing and technical updates
• Pricing curve requests as directed by Sales Manager
• Champion Sales Operational Excellence while ensuring policy, process, and authority compliance
• Consistently demonstrate a customer focus in all tasks by actively working to understand how we can best support our customers and their business needs
• Maintain adherence to prescribed controls by ensuring accurate and up-to-date completion of work
• Ability to effectively engage internal and external stakeholders to facilitate setups and troubleshoot customer setup issues
• Capacity to work in a dynamic environment, interacting with internal and external staff, and customers.
• Position needs to have capability to understand multiple processes and systems and how they are integrated
• Demonstrate leadership attributes and support of continuous improvement of processes through knowledge sharing with cross functional teams
• Special Projects as necessary
• Other duties as assigned.

Experience and Qualifications:

Required Education and Experience:

• Bachelor's Degree required.
• Minimum four (4) years or more experience in business/marketing/logistics /or related field
• Candidate will be highly organized and able to work on multiple projects simultaneously, both in a team and individual atmosphere
• Position requires strong interpersonal skills and the ability to interact with external stakeholders
• Strong problem-solving skills with a focus on troubleshooting and system optimization
• Highly motivated individual with continuous improvement mindset
• Demonstrates exceptional written and verbal communication skills
• Ability to collaborate to complete tasks and across various teams
• Ability to build rapport with internal and external stakeholders across various teams
• Multi-tasking and managing varying priorities
• High level of organizational skills required

Preferred Education and Experience:

• Experience in Salesforce, Right Angle, Power Apps and/or SAP
• Experience in Base Oils, Pick Up to Cash, MasterData Management
  
• Internal and external Customer Service Experience
  

We reserve the right to amend or withdraw Motiva jobs at any time, including prior to the closing date. Depending on qualifications, the successful candidate may be offered a position at a more appropriate level and/or grade.

Applicants for regular U.S. positions must be authorized to work in the United States for Motiva Enterprises LLC without the need for sponsorship of an immigration authorization or visa (for example, TN, H-1B, or other employment-based immigration authorization or visa).

Motiva participates in E-Verify.

All qualified applicants will receive consideration for employment without regard to race, color, sex, national origin, age, religion, disability, sexual orientation, gender identity, protected veteran status, citizenship, genetic information, or other protected status under federal, state, or local laws.

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