Customer Service Representative (CSR) at Puma Energy

Customer Service Representative (CSR)

Job description

Puma Energy is a global integrated midstream and downstream oil company active in close to 45 countries. Formed in 1997 in Central America, Puma Energy has since expanded its activities worldwide, achieving rapid growth, diversification and product line development. The company directly manages over 7,500 employees. Headquartered in Singapore, it has regional hubs in Johannesburg (South Africa), San Juan (Puerto Rico), Brisbane (Australia) and Tallinn (Estonia).Puma Energy’s core activities in the midstream sector include the supply, storage and transportation of petroleum products. Puma Energy’s activities are underpinned by investment in infrastructure which optimises supply chain systems, capturing value as both asset owner and marketer of product. Puma Energy’s downstream activities include the distribution, retail sales and wholesale of a wide range of refined products, with additional product offerings in the lubricants, bitumen, LPG and marine bunkering sectors. Puma Energy currently has a global network of over 2,000 retail service stations. Puma Energy also provides a robust platform for independent entrepreneurs to develop their businesses, by providing a viable alternative to traditional market supply sources. 
Job DescriptionManaging customer product ordersAnswers inbound customer calls related to the order-to-cash process. Creates Offers and Orders in Navision received through calls, e-mails or other means. Adheres to call center best practices complying with existing rules and attending customers within expected service levels. Generates outbound calls to customers when required. Ensures data is recorded without errors facilitating a smooth operation.
Managing customer requests.Receives and follows-up with the adequate team on customer requests and ensures customers receive timely answers. Promptly escalates any issues to the CS Supervisor in order to maintain satisfactory response times.
Internal customers.Supports Terminal staff with invoicing requirements and offers adequate support to sales representatives. Provides support to other teams when needed.
Back-end support.Generates Credit and/or Debit notes as a result of product diversions, price adjustments, rents, franchises, rebates and any other business requirement. Responsible to ensure proper approval has been received prior to executing such transactions. Complies with all control standards and available procedures.
Key ResponsibilitiesManaging customer product orders
Managing customer requestsInternal customers

Back-end support
RequirementsWork Experience:Experience relevant to this role
EducationBachelor (Required)
Skills

• Proficient in Microsoft Office and Outlook

LanguagesEnglish