Customer Service Analyst

#WeAreONEOK – Fortune 500 company. 100+ years in business. Leading midstream service provider. Safety first. Sustainable operations. Environmentally responsible. Employee focused.

Job Profile Summary

The Customer Service Representative is responsible for day-to-day system inventories and interfaces directly with customers to address inventories and shipments via internal and external inventory systems. The Customer Service Representative provides customer support for Refined Products shippers, carriers, suppliers, terminal personnel and logistics. This includes customer support for ticketing, overrides, product transfers and product availability. Strong communication and customer service orientation are required as well as the ability to manage high-volume and time-sensitive transactions. The ability to compile, examine and analyze information and provide resolutions to a diverse range of complex problems where an evaluation of several identifiable factors is regularly required. Must be able to exercise judgement and make independent decisions to obtain solutions. Additional responsibilities include the following:

• Ability to work on cross functional teams to support customer transactions
• Fast paced work environment where after-hours work is sometimes required
• Provide assistance to internal customers on product movement to departments such as: accounting, credit, information technology (IT), and scheduling
• Conduct business within the confines of regulating entities such as Federal Energy Regulatory Commission (FERC) and state commissions
• Interact with customers, operators, producers, pipeline companies and others concerning nominations, allocations, billing, imbalances, daily flow and operational orders

Essential Functions and Responsibilities

• Provide customer support to shippers/customers using the PTS/ATLAS/Fuel Facs/TAS systems in conjunction with answering telephone/email inquiries regarding system problems, performing on-line checks to determine the source of the problem, and making on-line entries, if feasible to solve the problem
• Assist internal/external customers with ticketing pipeline movements, product transfer orders, product regrades
• Assist terminal operators with product loading issues related to terminal loading systems (Fuel Facs/TAS) and provide periodic training to field operators and other system users
• Resolve problems with bills of lading, including researching and explaining reasons for bills or credits to shippers and processing change of supplier information
• Assist customers with setting up all load authorizations, carrier set-ups, driver/trailer set-ups and assist with operational audits regarding all terminal related activities
• Maintain monthly contract/customer incentive programs used for monthly review meetings with management
• Evaluate additive systems to ensure costs are controlled, product quality is maintained, customer marketing programs are successful and compliance with rules and regulations are followed.
• Direct applicable ONEOK/Magellan business units to perform tasks to troubleshoot issues on additive system components – tanks, pumps, injectors, inventories; data transmission platforms – ATLAS, Falcon, TAS, Additive PLC, Accuload, Petrocount; and data services – custom product codes, Bill of Ladings.
• Select the applicable additive(s) and product(s) specific to a customer's application or marketing effort, which involves ensuring the correct injection rates for each and ensuring all data entered in the data transmission platforms download properly to each applicable terminal and specific rack meter. Responsible for all ONEOK/Magellan base product "recipes" and more than 2,000 custom blend product recipes as they pertain to a customer's marketing programs
• Maintain and resolve issues related to the PIDX (Petroleum Industry Data Exchange) tables on all data transmission platforms

Education

• Bachelor's Degree in business-related field

Work Experience

• Experience in use and function of office equipment including mainframe applications and microcomputers and applicable software
• Experience reading and interpreting applicable contracts, agreements, reports, correspondence, manuals, and printouts
• Experience interacting, advising, and communicating effectively
• Industry experience preferred, but not required

Knowledge, Skills and Abilities

• Ability to: solve complex problems, identify and execute the solution
• Ability to: handle multiple issues
• Ability to: communicate effectively orally and in writing in English
• Ability to: communicate effectively with supervisors, co-workers, internal and external customers
• Ability to: work in stressful and changing environmental conditions (conditions as noted above)
• Ability to: work under time pressure, tight deadlines and interruptions
• Ability to: use a personal computer with the Windows® operating system to complete time sheets, send and receive e-mail, and access information posted on the Company's intranet
• Ability to: operate a multi-line phone system.
• Ability to: follow instructions or standard procedures
• Ability to: compile and/or examine information and select the best action from defined alternatives
• Ability to: organize and/or analyze information and identify solutions from a range of alternatives
• Ability to: deal with complex issues which require substantial analysis or independent judgment

Licenses and Certifications

• None required

Strength Factor Rating - Physical Demands/Requirements

• Sedentary Work - Exerting up to 10 pounds of force occasionally (Occasionally: activity or condition exists up to 1/3 of the time) and/or a negligible amount of force frequently (Frequently: activity or condition exists from 1/3 to 2/3 of the time) to lift, carry, push, pull, or otherwise move objects, including the human body. Sedentary work involves sitting most of the time, but may involve walking or standing for brief periods of time. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met.

Strength Factor Description - Physical Demands/Requirements

• Standing: Remaining on one's feet in an upright position at a work station without moving about (Occasionally)
• Walking: Moving about on foot (Frequently)
• Sitting: Remaining in a seated position (Constantly)
• Lifting: Raising or lowering an object from one level to another (includes upward pulling) (Occasionally)
• Carrying: Transporting an object, usually holding it in the hands or arms, or on the shoulder (Occasionally)
• Pushing: Exerting force upon an object so that the object moves away from the force (Occasionally)
• Pulling: Exerting force upon an object so that the object moves toward the force (includes jerking) (Occasionally)
• Climbing: Ladders, Stairs (Occasionally)
• Balancing: Maintaining body equilibrium to prevent falling (Occasionally)
• Stooping: Bending the body downward and forward by bending the spine at the waist (Occasionally)
• Kneeling: Bending the legs at the knees to come to rest on the knee or knees (Occasionally)
• Crouching: Bending the body downward and forward by bending the legs and spine (Occasionally)
• Crawling: Moving about on the hands and arms in any direction (Occasionally)
• Reaching: Extending hands and arms in any direction (Constantly)
• Handling: Seizing, holding, grasping, turning or otherwise working with the hand or hands (Manual Dexterity) (Constantly)
• Fingering: Picking, pinching or otherwise working with the fingers primarily (Finger Dexterity) (Constantly)
• Feeling: Perceiving such attributes of objects/materials as size, shape, temperature, texture, movement or pulsation by receptors in the skin, particularly those of the finger tips (Constantly)
• Talking: Expressing or exchanging ideas/information by means of the spoken word (Frequently)
• Hearing: Perceiving the nature of sound by the ear (Frequently)
• Tasting/Smelling: (Occasionally)
• Near Vision: Clarity of vision at 20 inches or less (Constantly)
• Far Vision: Clarity of vision at 20 feet for more (Frequently)
• Depth Perception: Three-dimensional vision; ability to judge distances and spatial relationships so as to see objects where and as they actually are (Frequently)