Customer Care Specialist

About the Company

Founded in 1953, Coleman Oil Company has been a family-operated fuel distributor serving the Pacific Northwest for over 70 years. Now under three-generation leadership, the company has built a reputation for operational excellence and strong community relationships before joining the NorthStar Energy family of companies in 2025.

Headquartered in Lewiston, Idaho, Coleman Oil operates fuel terminals and distribution facilities throughout the Pacific Northwest. The company specializes in bulk fuel distribution, branded and unbranded ground fuels, cardlock services, lubricants, and retail operations. Coleman Oil serves a diverse customer base including commercial fleets, agricultural operations, construction companies, government entities, and retail consumers, maintaining its commitment to safety excellence and exceptional customer service in the communities it serves.

Coleman Oil is part of a family of operations that includes CityServiceValcon, leveraging shared expertise and resources to offer broader coverage, streamlined logistics, and innovative energy solutions across the region.

About the Position

The Customer Care Specialist is responsible for providing exceptional customer service and administrative support for the dispatch team. This role serves as the primary point of contact for customers regarding fuel orders, existing delivery status updates, and service concerns. The successful candidate will work closely with operations, drivers, and sales to ensure positive customer experience and accurate processing of customer information.

• Respond to customer inquiries regarding fuel orders, existing delivery schedules, pricing, and service requests.
• Process fuel orders received by phone or email by entering information into the ZOHO ticketing system.
• Monitor site inventory levels to prevent runouts and assist with timely replenishment.
• Provide proactive communication regarding delivery status, delays, weather-related impacts, and emergency situations.
• Route calls to appropriate dispatcher for resolution of customer concerns related to deliveries, service issues, and product inquiries.
• Route calls to appropriate sales representative for billing inquiries.
• Respond to driver calls when dispatchers are unavailable.
• Enter and update customer orders, delivery notes, and service records.
• Enter special delivery instructions and site access requirements.
• Assist with timely resolution of customer inquiries and service issues.
• Build and maintain positive relationships with customers through professional and responsive service.
• Communicate customer feedback, service concerns and operational issues to the appropriate team member.
• Monitor open customer requests.

Requirements

• High School Diploma or equivalent
• 3 years previous experience in an administrative assistant position
• Proficiency with Microsoft Office Suite
• Strong organizational and time management skills
• Excellent written and verbal communication skills
• Attention to detail and ability to manage multiple tasks
• Commitment to providing outstanding customer service
• Ability to collaborate in a team environment, willing to ask for and offer help to get the job done
• Ability to maintain composure and professionalism in high-stress situations
• Possess a strong customer service mindset
• Dependable, reliable, strong sense of accountability, and takes pride in a job well-done.

Benefit Highlights

• 2 Weeks' Paid Time Off/year
• 5 Days of Sick Leave/year
• Medical/Dental/Vision Insurance
• Employer paid Basic Life, AD&D, and Long-term Disability Insurance
• 4% 401K Retirement Account Match
• 6 Holidays/year

Additional information

Coleman Oil Company participates in E-Verify to confirm the employment eligibility of all newly hired employees. E-Verify is a web-based system operated by the U.S. Department of Homeland Security (DHS) in partnership with the Social Security Administration (SSA). It electronically verifies the information provided on Form I-9, Employment Eligibility Verification, to ensure that employees are legally authorized to work in the United States.

We are an equal-opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, perform essential job functions, and receive other benefits and privileges of employment. Please contact us to request accommodation.

Monday to Friday from 8:00 am to 5:00 pm