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Customer Service Analyst

Location:  Port Allen, LA, US
Company:  ExxonMobil

Job Role Summary

Interfaces with production scheduler, finite schedulers, transportation, operations, demand replenishment planners, and ordering units to meet all demands of the customer.  Responsible for notifying ExxonMobil ordering units of customer service issues.  Acts as the Plant’s single point of contact for all bulk and packaged product availability.  Responsible for researching/responding to plant related customer complaints. Coordinates lube returns and manages the plant’s Line Item Fulfilment Rate.

Job Role Responsibilities

• Acts as single point of contact for all customer service inquiries.
• Tracks inbound shipments and communicates when demand exceeds inbound order quantity and product arrival date is past due. Coordinates substitutions and additions on interplant loads.
• Reviews and provides reports regarding customer backorders and future shortages; verifies that previous days orders are completed.  Analyzes backorder trends.
• Tracks all customer service issues and provides analysis.
• Researches and responds to all customer service inquiries. 
• Prepares stewardship package containing service request data.
• Coordinates lead time analysis for bulk and package.
• Ensures compliance with all local, state and federal regulatory standards for employee health, safety and environmental requirements.
• Participates in internal safety programs including internal Loss Prevention System
• Adheres to ISO 9001/TS16949 policies and procedures.
• Adheres to Corporate Controls, including compliance with Data Integrity Assurance Framework.
• Handles backorders.

Job Requirements

• BS or BA degree   with a business or communication emphasis preferred
• Excellent verbal and written communication skills
• Ability to multi-task and make sound judgments in a fast paced environment with shifting priorities
• Able to work effectively in a team environment 
• Strong attention to detail

Preferred Knowledge/Skills/Abilities

• Understanding of the oil and gas manufacturing business, culture and strategy, as well as the emphasis on safety.
• Prior experience with financial controls compliance.
• Demonstrated experience in effective two-way communication with internal and external customers (oral, written, presentation, listening).
• Working knowledge of manufacturing plant operations
• Good working knowledge of plant systems (SAP) and excellent computer skills, including MS Excel and Access
• Good business judgment



ExxonMobil is an Equal Opportunity Employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability status.

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