Customer Service Officer OTC (Order to Cash)

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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 role of a Customer Service Officer is to efficiently oversee and uphold office operations while serving as a primary point of contact for Vital's customers. This role plays a pivotal role in resolving daily administration issues, fostering positive relationships with customers, motivating both employees and customers to submit paperwork promptly, and ensuring the proper filing of all documentation. The Customer Service Officer holds responsibility for maintaining an adequate and sufficient administrative environment and reports to the Terminal Manager.

Outcomes

Organisational Stakeholders
1. Demonstrated Professionalism and Order Processing
Public interactions consistently reflected professional and ethical conduct. Phone etiquette and communication skills excelled throughout the tenure. Customer orders received and recorded accurately, ensuring seamless order fulfillment. Invoices (CI, SI, BDR, PDR) prepared with correct data input. Adjusting entries for any erroneous invoices generated, securing necessary approvals beforehand.
2. Managed Credit and Finances Effectively
All deliveries adhered to credit limits, terms, and purchase quantities. Delivery schedules effectively managed for optimal equipment utilization. OCLA slips prepared and approval obtained for invoices exceeding credit limits when necessary. The daily Credit Control Card (CCC) maintained and reconciled with the Statement of Account consistently. Accurate cash receipts and deposit slips prepared for all transactions. Cash and check collections submitted to the supervisor daily without fail. Updated file copies of important documents kept for future reference.
3. Maintained Precise Inventory Movements and Documentation
Daily submission of tank gauging, temperature, density data, and movement reports ensured. Reconciliation reports prepared promptly and accurately, ensuring data integrity. Abnormal variances in reports investigated and stock movements adjusted accordingly. Immediate documentation of all product stock movements generated for clear audit trails. Original sales invoices for various accounts compiled, facilitating accounting accuracy. Daily trip reports and vehicle conditions reports managed diligently. Feedback was actively sought and mistakes learned from promptly, demonstrating continuous improvement. Various reports, including BSR, RCR, GRCN, and STR, generated to support operational oversight. Monthly and weekly stock reports and product inventory reports prepared for timely submission to Head Office. Month-end and year-end closing reports produced, maintaining financial clarity. The daily Product Stock Card (PSC) maintained and reconciled with the Storage Point Stock Ledger (SPSL) meticulously. Reconciled Inventory Verification Worksheets (IVW) submitted to Head Office on schedule.
4. Teamwork and cooperation
Cooperation within the team and greater function Cooperation across functions / departments Work collaboratively to achieve the set targets and goals
5. 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
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.
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
Associate Degree	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

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
Terminal employees
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.