Coordinator, Customer Experience

At World Kinect, our employees are the key to our global success. We are industry leaders due to the innumerable talents of our approximately 5000 strong professional team. Our people thrive in an entrepreneurial and culturally-diverse environment, where innovative thinking, collaboration and efficient execution are highly valued. Our high-performance culture is what allows us to drive sustained growth. Stronger together, we promote an environment where individuals can thrive.

As the Customer Experience Coordinator your primary responsibility is to serve as the “Voice of the Customer”. You will proactively work to ensure customer satisfaction exceeds the customers’ needs. This position is responsible for attracting potential customers by answering product and service questions and suggesting information about other products and services. You will process orders, prepare correspondences, and fulfill customer needs to ensure customer satisfaction.

Key Responsibilities

Manage and prioritize a high volume of incoming calls and emails.

Multitask between phone and email.

Update customer account information and ensure accurate entry.

Identify and assess customers’ needs to achieve complete satisfaction.

Complete assigned daily tasks promptly.

Work closely in a team environment, providing support.

Requires the ability to work remotely with minimal supervision and free of distraction while on Zoom daily during working hours with camera on and in audio within a busy team environment.

Deliver accurate, valid, and complete information using the correct methods/tools provided.

Enter Fuel and lube orders and take Payments.

Performs other related duties, tasks, requests, and directives from leaders as required.

Support Requests and Resolve customer complaints and issues with commercial fuel and residential home heat accounts to ensure customer satisfaction.

Requirements, Competencies, and Certifications

Strong problem-solving skills.

Motivated and able to work with limited supervision.

Excellent verbal and written communication skills, committed to delivering superior customer service.  

Attention to detail and ability to meet strict deadlines.

Ability to be a team player in a fast-paced environment.

Exceptional organizational skills with the ability to multitask.

Minimum Education & Experience

• Associates Degree.
• 5 years of experience in a customer-facing role.
• Advanced MS Outlook, Word, and Excel skills. Experience using Zoom, Microsoft Teams, Salesforce, and Oracle.
• Experience or knowledge of the petroleum industry is ideal
• Ability to travel to the Overland Park office for occasional meetings and group training; this cannot be done remotely.

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