Front Line Advocate

Critical primary point of contact for US Marketers and Retailers. Accepts immediate ownership of inquiries and assumes advocacy role in resolving issues on their daily business transactions. Accountable for timely resolution within service level agreements and compliance parameters. In some instances, issue resolution will go beyond the communicated expectation or the determined service level, in these instances pro-active communication is required. Process credit and re-bills; invoice inquiries and disputes Process Product Volume allocation, freight diversion, terminal out of product notice Provide help to Marketers when they are having difficulty loading fuel products from the terminal due to various factors including lack of product supply at the terminal and Marketers reaching their maximum allowed load within a specified day Handles inquiries on System outages Process order of brand POP advertising materials Assists retailers on settlement problems encountered in a credit card transaction Provides credit card batch information Processes request for credit memo Provides credit card transaction details to retailer Analyze credit card chargebacks to retailers Participates with fellow Customer Advocates and RMC Supervisor to achieve efficiency goals, team objectives and overall RMC business goals and objectives. Participates in highly varied training classes on Operational Excellence, Safety, new credit card guidelines, programs and offerings, i.e. MS-218 updates, systems training, resolution changes, and brand programs. Participates in Incident reporting investigations, both for Safety and Business Processes, as appropriate. Bachelor's Degree in business-related courses or equivalent degree Proficient in the use of MS Office applications Reliable and with excellent attendance. Demonstrates strong customer service ethic Worked in customer disputes function and financial reconciliation function. Good oral and written communication skills. Strong interpersonal, organizational, analytical and problem-solving skills Can deliver effective presentations across a multi-cultural customer base Open to night shift work schedule Experience in credit card industry and/or service gas station experience Experience in providing phone support to customers Experience in handling US business partners SAP experience