Customer Service Officer (Administration)

---

Job Description

FSM Petroleum Corporation is a progressive state-owned enterprise that values diversity and inclusiveness, and is committed to harnessing the local talent of Micronesians. We operate throughout Micronesia, with operations in Chuuk, Pohnpei, Kosrae, Yap, Nauru and Guam. Our Guam and Nauru Facilities operate under Vital Energy, Inc. The company employs some of the best people in the industry and has a mission to develop and train our people to be the best at what they do in the region.

The Customer Service Officer (Administration) manages all or most administrative aspects of Vital’s operations at one of its four island facilities. The role involves keeping files and paperwork in order, maintaining customer satisfaction, managing the office, and serving as a point of contact for Vital’s customers. The role requires strong communication and administrative skills. The role reports to the Officer in Charge.

Outcomes

Organisational Stakeholders
1. Customer & Suppliers delights
Good contact relationships with customers built and maintained. Customer satisfaction is ensured. Community members are engaged respectfully. Coconut pickups from 40 suppliers were scheduled monthly and coordinated efficiently. Communication with suppliers was managed to ensure timely delivery and address any issues raised. Calls from coconut suppliers and invoice-related queries were received and resolved professionally. Invoices collected from production staff and forwarded to procurement for payment processing. Follow-ups with procurement conducted to ensure payments were processed within the expected timeframe. Vendors supported through consistent updates and follow-ups on payment status. Copra mill customers attended to, and sales transactions processed accurately. Enquiries related to products, deliveries, and payments responded to in a timely and courteous manner. Inventory levels for customer-facing products such as soaps and oils monitored to ensure availability. Daily, monthly, and quarterly reports prepared to support transparency and service delivery.
2. Office Management
The office is managed and maintained. The workplace is kept adequate, sufficient, and clean. Administrative information is provided to both employees and customers. Day-to-day administration issues are resolved.
3. Administrative support and report requirements provided
Files and paperwork are kept in order. Paperwork is filed properly and on time. Employees and customers are encouraged to turn in paperwork promptly. Administrative assistance is provided to management as needed.
4. Communication and Professionalism
Vital business is conducted professionally and ethically. Phone etiquette is maintained. Communication with staff at all levels is effective. Professional conduct is demonstrated, especially in public.
5. Inventory and Supplies
Proper inventory of office supplies is kept. Requisitions for needed supplies in the office are made. Office supplies are managed efficiently. Custodianship of the office is maintained.
6. Training and Development
Training programs and other required trainings are participated in. New competencies are learned and adapted to quickly. Initiative and eagerness to learn are demonstrated. Safety at job sites is emphasized and enforced.
7. Teamwork and cooperation
Cooperation within the team and greater function OT/PTO complied and submitted to HR, fortnightly  Cooperation across functions / departments Work collaboratively to achieve the set targets and goals
8. Vital's image and value standards demonstrated and promoted
Collaborate with other teams in the organisation for the benefit of the organisation Monitor and encourage team members to uphold image and value standards Uphold and demonstrate the organisation's image and values

Responsibilities - Critical Competencies

Competence	Description
Business
Business Performance	Manage the performance of the organisation.
Planning	Deliver results by developing, reviewing or following a work plan, action plan or operational plan.
Information Analysis	Make informed decisions by collecting and interpreting data and information
Documentation	Communicate using formal business writing.
Communication	Exchange information through verbal communication
Customer
Customer Commitment	Demonstrate a commitment to customer service - both internal and external customers.
Promotion	Promote the value of the products/services offered by the organisation.
Relationship Building	Build beneficial relationships with suppliers and stakeholders.
Quality Focus	Deliver quality.
Organisational Values	Display the organisation's image and value standards.
Social and Cultural Awareness	Respond respectfully and effectively to people of different cultural and social backgrounds.
People
Team Orientation	Work in a team towards a common aim.
Problem Solving	Develop practical solutions to a situation.
Negotiation	Reach agreement through discussion and compromise.
Self-Management	Manage your priorities and objectives efficiently and effectively
Professional
Financial Application	Apply financial principles and practices.
Operational
Stock Control	Acquire and monitor stock to meet business needs

Qualifications

Qualification	Discipline	Notes
Preferred
High School Diploma	Business Administration
Desirable
Certificate	Business Administration

Work Knowledge and Experience

1. 2 years of work experience in the administrative field
2. 3 years of work experience in a role with people and office management responsibilities, developing the ability and confidence to work with limited supervision
3. A solid understanding of administration field and customer importance
4. Experience in professional customer service and professional communication skills and Operations experience in the wider energy industry is desired
5. Proficiency in Microsoft Excel, Microsoft Word, PetroX System, and MAS 500.

Requirements

Language Proficiency
Excellent command of written and spoken English
Regulatory Compliance Requirements
Police Clearance
Health Clearance - Fit to work
Drug Test
First aid/CPR
Fire Safety and Emergency Response (inc. foam systems, extinguishers, first response) training

Interactions

Interaction	Comments
Internal
Management Team
Project Teams
Across all employee levels
External
Clients
Customers

Attributes

Attribute	Definition
Behavioural Styles
Enthusiastic	Shows high levels of excitement and interest, and expresses positive feelings.
Achiever	Puts in effort to achieve a desired result or goal and is motivated by this end and the overall accomplishment.
Reliable	Is able to be trusted to do what is expected or has been promised, puts in a great amount of effort believing in the value of work.
Interpersonal Styles
Trusting	Places confidence in others without misgivings, relying on their ability, character, and truthfulness.
Extrovert	Outgoing and showing interest in events going on around them, particularly people, new experiences and changing situations.
Perceptive	Shows keen insight and understanding of issues or situations.
Thinking Styles
Well organised	Controls tasks in a well thought out and critical manner.
Intuitive	Makes mental leaps without going through a rational thought process. Apparent ability to acquire knowledge without a clear inference or the use of reason.