Sr. Advisor, Vendor Support Services
Motiva Enterprises LLC

Job Info

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At Motiva, our employees' energy, passion, and dedication to excellence are what make us who we are and what allows us to generate energy that makes a house a home, gets us from point A to point B, and enables our health and wellbeing. We invest in every aspect of our employees' lives because, at Motiva, our people matter.

Headquartered in Houston, Texas, Motiva refines, distributes and markets petroleum products throughout the Americas. The company's Port Arthur Manufacturing Complex in Port Arthur, TX, is comprised of North America's largest refinery with a total throughput of 720,000 barrels per day, the world's second largest base oil plant, and an integrated chemical plant. Under exclusive long-term brand licenses with Shell and Phillips 66 (for the 76® brand), Motiva's commercial operations supply more than 12 billion gallons of fuel to customers annually. Motiva is wholly owned by Aramco, one of the world's largest integrated energy and chemicals companies.

Position Overview:

In this position, your primary responsibility is to guarantee compliance and the effective functioning of third-party vendors responsible for vital aspects within the Customer Service Center, Retailer Billing, and Collections teams. As the Senior Advisor in Vendor Support Services, you will be tasked with overseeing the implementation and delivery of process and system enhancements, with the ultimate goal of optimizing the support provided by these third-party partners, who serve as the initial point of contact for Motiva's Wholesalers and Unbranded fuel customers. This role will be instrumental in ensuring our commitment to excellence in customer service and operational efficiency and acts as the liaison between our support vendor teams and their leadership to ensure Motiva's support expectations are being met as well as acts as the escalation point for the business when support is broken or a task outside of the normal process is required. This role will be responsible for keeping the desktop procedures, process flows and role responsibilities accurate for the Customer Service Center, Retailer Billing and Collections.

Responsibilities:

• Monitor and produce metrics and conducting SLA reviews to foster a culture of continuous improvement and driver customer service.
• Prioritize requests based on business value.
• Liaise with stakeholders across Motiva to ensure proper prioritization and execution by support teams.
• Responsible for the delivery of excellent customer service.
• Ensure Process Compliance, accurate and timely response to Audit requests.
• Establish, maintain, and improve Process Work Instructions.
• Support System Implementation Projects by providing subject matter expertise through all phases of the development lifecycle.
• Relationship management with Internal and External Stakeholders, i.e.: Customers, Territory Managers, Customer Service Center, Shell, 76, Retailer Billing, Sales Support, Credit, Tax, Pricing, etc.
• Lead system or process changes with minimal to no impact to customers.
• Other duties as assigned.
• Ability to be flexible and adaptable in a dynamic environment.

Experience and Qualifications

Required Education and Experience:

• Bachelor's Degree required
• 5+ years of relevant experience with a focus on customer service, process improvement and/or stakeholder management.
• Must be self-motivated with a strong attention to detail
• Strong written and oral communication skills
• Demonstrated project management skills
• Ability to collaborate effectively to deliver results across the business
• Strong attention to detail with a Customer focus
• Ability to work through others
• Self-motivated with a problem-solving mindset
• Experience in Salesforce, Microsoft Products
• Ability to travel up to 20%, including internationally

Preferred Education and Experience:

• Experience building and managing internal and external relationships
• Knowledge of Sales, Deal Structures, Contract Administration
• Understanding of the Pickup to Cash model

We reserve the right to amend or withdraw Motiva jobs at any time, including prior to the closing date. Depending on qualifications, the successful candidate may be offered a position at a more appropriate level and/or grade.

Applicants for regular U.S. positions must be authorized to work in the United States for Motiva Enterprises LLC without the need for sponsorship of an immigration authorization or visa (for example, TN, H-1B, or other employment-based immigration authorization or visa).

Motiva participates in E-Verify.

All qualified applicants will receive consideration for employment without regard to race, color, sex, national origin, age, religion, disability, sexual orientation, gender identity, protected veteran status, citizenship, genetic information, or other protected status under federal, state, or local laws.

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