Customer Solutions Specialist (Third-Party)

Position Summary

3L Energy Solutions is seeking a highly organized, responsive, and customer-focused Third-Party Order & Customer Solutions Specialist to support our growing third-party distribution network and key customer accounts.

This position will serve as a central point of coordination for orders fulfilled outside of our traditional company-operated delivery network. The Specialist will manage third-party orders from order receipt through delivery, documentation, reconciliation, and handoff to billing, coordinating closely with customers, associate distributors, carriers, suppliers, sales representatives, and internal departments.

The ideal candidate thrives in a fast-paced environment, communicates exceptionally well, understands the importance of urgency and follow-through, and takes ownership of an order from beginning to end. Because our customers operate beyond traditional business hours, this position requires flexibility and the willingness to respond to urgent customer and delivery needs after hours and on weekends when necessary.

In addition to managing third-party orders, this individual will provide dedicated support to select high-performing sales representatives and strategic accounts. The Specialist will learn the individual needs, ordering patterns, pricing structures, service expectations, and operational requirements of these accounts so our sales team can spend more time in the field developing relationships and growing the business.

Key Responsibilities

Third-Party Order Management

• Manage third-party customer orders from initial request through final delivery and billing handoff.
• Coordinate product sourcing and deliveries utilizing 3L Energy Solutions' network of associate distributors, suppliers, carriers, and other supply-chain partners.
• Identify the appropriate fulfillment channel based on customer location, product requirements, pricing, availability, and service expectations.
• Communicate order details and delivery requirements clearly and accurately to third-party partners.
• Confirm that orders have been accepted, scheduled, dispatched, and successfully delivered.
• Proactively monitor open orders and immediately address delays, supply issues, delivery challenges, pricing discrepancies, or other service concerns.
• Maintain clear communication with customers and internal stakeholders regarding order status and changes.
• Take ownership of each assigned order from cradle to grave, ensuring no order is considered complete until all operational and administrative requirements have been satisfied.

Documentation, Pricing & Billing Support

• Obtain all required delivery documentation, invoices, bills of lading, proof of delivery, and supporting paperwork from associate distributors and carriers.
• Ensure required paperwork and third-party invoices are received within 24 hours of delivery whenever applicable.
• Review associate distributor and carrier invoices for accuracy before submitting orders for customer billing.
• Verify agreed-upon product pricing, freight, delivery charges, surcharges, taxes, fees, and other applicable costs.
• Identify and resolve pricing discrepancies promptly with the appropriate supplier, associate distributor, carrier, or internal team member.
• Ensure customer pricing and supporting documentation are complete and accurate.
• Submit completed orders and supporting documentation to the billing team timely to support accurate and prompt customer invoicing.
• Maintain organized records and documentation for completed and outstanding orders.
• Follow up aggressively on missing paperwork or unresolved discrepancies that could delay customer billing.

Customer & Sales Support

• Provide high-level support to select sales representatives and their customer portfolios.
• Develop a strong understanding of assigned customers, including their locations, contacts, products, pricing structures, ordering patterns, delivery requirements, and service expectations.
• Serve as a reliable internal resource for customers when sales representatives are traveling, prospecting, or otherwise working in the field.
• Assist sales representatives with order coordination, customer follow-up, pricing communication, delivery status, documentation, and issue resolution.
• Build strong working relationships with key customers and become a trusted point of contact within the organization.
• Help remove administrative and operational responsibilities from sales representatives so they can remain focused on customer relationships, business development, and revenue growth.
• Maintain a high level of professionalism and responsiveness in all customer and partner communications.

After-Hours & Weekend Support

Our customers operate around the clock, and service responsiveness is an important part of our business.

• Be willing and able to facilitate urgent orders and customer needs outside normal business hours when required.
• Monitor and respond to time-sensitive communications involving active orders.
• Assist with weekend and after-hours order coordination as business needs dictate.
• Demonstrate sound judgment in determining when an issue requires immediate escalation.
• Maintain dependable communication and responsiveness when responsible for an active order or customer request.

This position is not intended to require continuous 24/7 availability; however, responsiveness, flexibility, and ownership are essential expectations of the role.

Qualifications

• 3+ years of experience in customer service, order management, logistics, dispatch, supply chain, fuel distribution, transportation, or a related field preferred.
• Experience working with third-party suppliers, distributors, carriers, or logistics partners strongly preferred.
• Fuel, petroleum, lubricant, DEF, transportation, or energy-industry experience is highly desirable.
• Strong verbal and written communication skills.
• Exceptional organizational skills and attention to detail.
• Ability to manage multiple orders, customers, vendors, and deadlines simultaneously.
• Strong sense of urgency and personal accountability.
• Ability to identify discrepancies and independently drive issues through resolution.
• Comfortable communicating directly with customers, sales professionals, vendors, carriers, and senior leadership.
• Strong computer skills and ability to learn ERP, CRM, order-management, and logistics systems.
• Experience with Microsoft Office and CRM/ERP platforms preferred.
• Ability to work independently while collaborating effectively across departments.

Key Competencies

• Ownership - Takes responsibility for an order from beginning to end rather than simply passing tasks to another department.
• Responsiveness - Understands that timely communication is critical to customer retention and operational success.
• Attention to Detail - Carefully reviews pricing, documentation, delivery information, and billing support before considering an order complete.
• Communication - Keeps customers, sales representatives, suppliers, carriers, and internal teams appropriately informed.
• Problem Solving - Works through supply, carrier, pricing, documentation, and delivery challenges with urgency and sound judgment.
• Relationship Management - Develops strong relationships with customers and external supply-chain partners.
• Sense of Urgency - Recognizes that delays in fuel and energy-related deliveries can directly affect a customer's operations.
• Commercial Awareness - Understands that accurate purchasing, freight, pricing, documentation, and timely billing directly impact company profitability.

Measures of Success

• Third-party order fulfillment accuracy and timeliness
• Customer response times
• Percentage of delivery documentation received within 24 hours
• Timeliness of completed orders submitted to billing
• Pricing and invoice accuracy
• Number and frequency of billing discrepancies
• Resolution time for missing documentation or vendor discrepancies
• Customer and sales-team satisfaction
• Accuracy and completeness of order records
• Effectiveness in supporting assigned strategic accounts and sales representatives

What Success Looks Like

A successful Third-Party Order & Customer Solutions Specialist becomes the person our customers, sales representatives, associate distributors, and internal teams can depend on to make sure the order gets done - correctly, timely, and completely.

The goal of this position is not simply to process orders. It is to provide exceptional service, protect the customer experience, ensure billing accuracy, strengthen our third-party fulfillment network, and allow our sales professionals to spend more time doing what they do best: building relationships and growing the business.