Customer & Terminal Data Specialist III

Sprague Energy Portsmouth, NH
Job Summary / General Purpose:

Customer & Terminal Data Specialists are responsible for maintaining the integrity of all customer and terminal management system data within the Customer Service Department. This position supports the primary interface to company systems which govern customer access to natural gas supply, refined products and materials handling terminals, approved products at those terminals, and the subsequent proper matching of product movements to appropriate underlying supply deals. This position helps ensure customers data is integrated successfully and setup efficiently in to Sprague systems so customers are able to access Sprague's products and services at their designated locations, and ultimately billed correctly.

Major Duties / Responsibilities:

* Assist supervisor with assigning and prioritizing workload to ensure all communications are promptly handled. Aid less experienced team members directly and/or handle issues escalated from them.

* Maintain customer management and terminal automation software systems to support supervisor in ensuring their proper daily operation by specialists and processing errors are cleared daily.

* Demonstrate a strong competence to troubleshoot and directly or indirectly reconcile difficult problems and answers complex inquiries, conduct research on cause, and coordinate with other internal departments to solve.

* Lead data team projects through to fruition by communicating essential information; coordinate actions; gather and analyze data; obtain expert input; review open issues and action items; contribute information to team meetings and reports; transfer knowledge of processes, techniques, and issues to application and support teams.

* Provide backup and on-call phone support coverage. Conduct all interactions in a professionally positive tone.

* Act as a primary customer setup communication liaison, request additional documentation as needed from sales, send out new customer packets for refined products, and follow up with internal contacts to ensure timely setups.

* Recommend suggestions to improve our processes and Sprague's customer experience. Assist with data integration projects, implementation of improved processes, and testing of system enhancements as they are developed.

* Participate in ongoing Customer Service training to ensure adequate systems expertise, expedient training of new personnel, and improvement of general skills.

* Develop and maintain process documentation and execute training of less experienced team members.

* Contribute to team effort and accomplish customer service and organization mission by completing related assignments as needed. Other duties as required.

Education / Experience / Skill Requirements:

* Associates degree, 5 or more years of related experience. Bachelor's degree preferred.

* Excellent verbal and written communication skills.

* Computer skills, including strong knowledge of Microsoft Word, Excel, and Internet Browsers.

* Familiarity with customer-centric databases preferred (e.g., Solarc, Finesse, JDE, Pricelink, Guardian, and SalesForce,etc).

* Ability to work well with others, organize workload, perform under pressure in a fast-paced environment.

* Ability to problem solve and conduct research for customer inquiries.

* Exercise sound judgment when directing customer referrals to others. Following up as needed to ensure resolution.

* Basic knowledge of ergonomic principles

Essential Job Functions:

* Promote positive customer and employee relations

* Conduct research, analyze, comprehend, and resolve business problems

* Communicate and interact effectively with customers, co-workers and management

* Work effectively across geographically dispersed sites and department boundaries

* Use computers and communication technology and equipment

* Exercise sound judgment in decision making

* Organize workload, perform under pressure in a fast-pace environment