Pinnacle Propane, LLC

Operations

• The Operations Supervisor’s responsibilities include but not limited to – planning, assigning, and directing work; addressing complaints and resolving problems; coordinating product flow from the storage facilities to the customers; utilizing proper transportation and scheduling that is compliant with DOT regulations.
• They are locally representing Pinnacle Propane, surveilling those operations are done in accordance with its safety and compliance policies.
• The Operations Supervisor will oversee a combination of drivers, service technicians and yard hands within a well-defined territory.
• They will carry responsibility for the well and safe operation of the bulk storage facilities, as well as the cylinder dispensers and/or depots.
• They will be site chief for the manned sites (where customer care agents are present). This includes the wellbeing of the agents but excludes the supervision of the job execution of those customer care agents, which is the responsibility of the customer care supervisor.
• Ensures doing good business in line with the company’s code of conduct and its ethics and compliance policies.
• Is responsible for all safety related aspects within his/her assigned territory aspiring zero incidents.
• Implements and carries out all aspects of the Pinnacle’s Visible Felt Leadership roadmap.
• Assuring that drivers, service technicians and yard hands are compliant with all company and regulatory training.
• Assures that all company and regulatory standards are met for all locations.
• Oversees and/or executes the Operational Discipline and Safety process directives of the company.

Operations Supervisor

Human Resources

• Support every aspect of the employee life cycle—preparing HR documentation, conducting pre-employment screenings.
• Managing HR and office trackers.
• Processing new hires and job changes in the HRIS system.
• Maintaining accurate records.

HR Coordinator

Customer Support

• Answering calls and handling customer queries
• Adhere to assigned schedule and perform all assigned task
• Provide first level support for customer complaints or issues
• Research / resolve customer inquires
• Discuss with direct supervisor, results of their daily, weekly, and monthly performance
• Accountable for satisfactory daily call answer rate and first call resolutions

Customer Care Representative

• Collect, validate, and analyze data from dispatch/routing systems, tank monitoring platforms, ERP/accounting systems, and field service records.
• Develop and maintain dashboards and recurring reports (daily/weekly/monthly) on performance, utilization, inventory health, and cost-to-serve.
• Identify trends, anomalies, and root causes (e.g., runouts, re-deliveries, delays, excess miles, product loss/shrink) and recommend corrective actions.
• Support peak-season planning by forecasting demand patterns and helping align drivers, bobtail assets, and supply.
• Monitor bulk storage levels and customer tank consumption patterns to reduce runouts and optimize fills.
• Support reconciliation of inventories (terminal/bulk/customer), including shrink analysis and variance reporting.
• Analyze route efficiency (miles, stops per route, gallons per stop, time-on-route) and recommend improvements.
• Partner with dispatch to improve scheduling logic for will-call and automatic delivery customers.
• Support initiatives for utilization of bobtails/transports and reduction of overtime and deadhead miles.
• Facilitate the mapping of workflows (order-to-cash, dispatch-to-delivery, inventory-to-reconciliation) and identify bottlenecks.
• Build standard operating procedures (SOPs), job aids, and training materials to improve consistency.
• Support operational audits and continuous improvement projects (Lean/Six Sigma-style) across locations.
• Assist with tracking and reporting operational compliance metrics (driver qualifications, training completions, incident trends).
• Support documentation related to regulated operations (e.g., hazmat transportation, facility and fleet inspections, delivery recordkeeping).
• Help prepare for internal/external audits by ensuring data integrity and timely documentation.
• Partner with Finance on cost analysis, budgeting support, and variance explanations.
• Work with Customer Service on service KPIs and complaint trend analysis.
• Support leadership with ad hoc analysis for capital planning (fleet, bulk tanks, plant equipment), network changes, or acquisitions.

Operations Analyst

• The Operations Support Representative (OSR) will be responsible for posting customer payments, organizing and coordinating propane delivery and service requests, updating customer accounts, assisting with inventory management and managing the daily deposit process for their respective areas.
• Posts all orders for the area in a timely manner
• Verifies propane orders & contracts are entered into system correctly.
• Manages general updates to customer account profiles
• Posts all sales transactions in accounting software. Sales can come in from driver handheld devices, via phone, website and/or service center walk-ins.
• Updates daily deposit and inventory reports and the related paperwork to track all payments received within their assigned region or area.
• Works closely with Accounts Receivable, Operations and the Customer Success teams to ensure processes are being followed and customer issues are efficiently resolved.
• Works closely with Logistics to assist with routing and forecasting.
• Secondary task is to support the local customer care team in customer resolution and during peak, order taking may also be required
• Supporting colleagues in adjacent teams, Operations Support and Internal sales, as required