Mansfield Energy Corp
Account Manager / Customer Success, Fleet Cards - Hybrid
Mansfield Energy Corp, Gainesville, Georgia, United States, 30501
The Account Manager (Product & Channel Support Representative (PCSR)) serves as the primary interface and point person for the assigned specialty product line (Fleet Card) and the customer teams. This position is responsible for providing best-in-class customer service for any customer inquiries or issues related to the assigned specialty product. The essential job duties include relationship management, account profitability support, new business integration, business/technical support, and high-level issue resolution.
Responsibilities Teamwork
Collaborate regularly with customer team members to support customers purchasing the assigned product line
Coordinate with various departments to ensure high-level operational issues are resolved completely and in a timely manner on behalf of the customer
Relationship Management
Assist Customer Relationship Managers in supporting specialty product line customers, developing a positive rapport to ensure high customer satisfaction
Develop and implement a regular communication strategy to connect with existing customers at corporate and/or local levels, focused on high-level satisfaction components
Ensure internal processes are executed to meet or exceed customer expectations
Coordinate with Sales Representatives to ensure a seamless onboarding experience
Advocate for each customer regarding internal decisions, voicing their needs across all seniority levels
Ensure customer service quality, efficiency, and accuracy with all transactions; resolve complaints in a friendly, tactful manner; research and resolve complex issues
Customer Service
Process account and card maintenance requests from customers as required
Provide ongoing training to customers and internal personnel to empower users to help themselves to the extent practical
Address customer concerns related to invoices, pricing mechanisms, and applicable taxes on respective contracts
Field questions about card ordering, reissuing, history, changes, deletions, progress of cards, and dates and times when cards are ordered
Navigate all applicable card websites (WEX, Voyager, FuelMan, CFN, etc.) and deliver solutions for any fleet card platform
Uphold security and control protocols for customer accounts and cards
Monitor and ensure functionality of billing and card maintenance systems
Exercise creative problem solving to resolve customer issues
Account Profitability Support
Analyze profit and loss for the product line by customer and site to prevent recurring issues or missed opportunities
Drive improvement through others to optimize account profitability
Identify and implement operational strategies to improve customer profitability
Review freight payable issues and exceptions, approve where applicable or work with others for resolutionli>
Monitor sales and margin information by customer and report any anomalies or issues
New Business Integration
Oversee integration of all new business, including both new customers and existing customers, involving onboarding workflow, account set‑up, account change forms, and reporting requirements
Participate in external integration meetings for all new business by phone
Prepare business rules for new customers
Ensure all account information is set up correctly for tax and billing purposes
Verify that all customer requirements are met and communicate start‑up process with customer and the Sales Representative
Business and Technical Support
Enhance customers’ utilization experience of technology offerings, focusing on the company website, FuelNet, and collaboration with BT for necessary permissions, passwords, security levels, etc.
Assist the CRM with customer contract compliance including terms and conditions, freight rate updates, fixed price allocations on a monthly basis
Review credit and rebill requests, accept or deny as needed, and track requests to ensure timely and accurate resolution
Complete new account set‑up and change requests as needed to support CRM
Provide data support for Sales Representatives and CRMs to develop compelling sales presentations using gap analysis, benchmarks, and other analysis tools
Participate in New Customer Implementation Meetings with customers by phone or in person
High Level Issue Resolution
Escalate complex issues appropriately to maintain superior customer satisfaction
Proactively prepare strategies to prevent recurring issues from impacting customer retention
Position Requirements Formal Education & Certification
Bachelor’s degree required
Knowledge & Experience
One or more years of business-to-business customer service experience preferred
Intermediate Microsoft Excel, Access, and Outlook skills
Knowledge of the assigned specialty product line preferred (Fleet Card)
Petroleum industry experience preferred
Account management experience a plus
Qualifications & Characteristics
Working knowledge of sales and customer service
Strong attention to detail
Strong written and verbal communication skills
Strong analytical and problem solving skills
Ability to multi-task in a fast‑paced environment
Ability to work in a team environment
Intermediate Microsoft Excel, Access, and Outlook skills
Work Environment
Hybrid work environment available once training is completed (3 days in the office, 2 days remote; training may take 3‑6 months)
Sitting for extended periods of time
Dexterity of hands and fingers to operate a computer keyboard, mouse, and computer components
Seniority level Entry level
Employment type Full‑time
Job function Sales and Business Development
Industries Oil and Gas
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.
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Responsibilities Teamwork
Collaborate regularly with customer team members to support customers purchasing the assigned product line
Coordinate with various departments to ensure high-level operational issues are resolved completely and in a timely manner on behalf of the customer
Relationship Management
Assist Customer Relationship Managers in supporting specialty product line customers, developing a positive rapport to ensure high customer satisfaction
Develop and implement a regular communication strategy to connect with existing customers at corporate and/or local levels, focused on high-level satisfaction components
Ensure internal processes are executed to meet or exceed customer expectations
Coordinate with Sales Representatives to ensure a seamless onboarding experience
Advocate for each customer regarding internal decisions, voicing their needs across all seniority levels
Ensure customer service quality, efficiency, and accuracy with all transactions; resolve complaints in a friendly, tactful manner; research and resolve complex issues
Customer Service
Process account and card maintenance requests from customers as required
Provide ongoing training to customers and internal personnel to empower users to help themselves to the extent practical
Address customer concerns related to invoices, pricing mechanisms, and applicable taxes on respective contracts
Field questions about card ordering, reissuing, history, changes, deletions, progress of cards, and dates and times when cards are ordered
Navigate all applicable card websites (WEX, Voyager, FuelMan, CFN, etc.) and deliver solutions for any fleet card platform
Uphold security and control protocols for customer accounts and cards
Monitor and ensure functionality of billing and card maintenance systems
Exercise creative problem solving to resolve customer issues
Account Profitability Support
Analyze profit and loss for the product line by customer and site to prevent recurring issues or missed opportunities
Drive improvement through others to optimize account profitability
Identify and implement operational strategies to improve customer profitability
Review freight payable issues and exceptions, approve where applicable or work with others for resolutionli>
Monitor sales and margin information by customer and report any anomalies or issues
New Business Integration
Oversee integration of all new business, including both new customers and existing customers, involving onboarding workflow, account set‑up, account change forms, and reporting requirements
Participate in external integration meetings for all new business by phone
Prepare business rules for new customers
Ensure all account information is set up correctly for tax and billing purposes
Verify that all customer requirements are met and communicate start‑up process with customer and the Sales Representative
Business and Technical Support
Enhance customers’ utilization experience of technology offerings, focusing on the company website, FuelNet, and collaboration with BT for necessary permissions, passwords, security levels, etc.
Assist the CRM with customer contract compliance including terms and conditions, freight rate updates, fixed price allocations on a monthly basis
Review credit and rebill requests, accept or deny as needed, and track requests to ensure timely and accurate resolution
Complete new account set‑up and change requests as needed to support CRM
Provide data support for Sales Representatives and CRMs to develop compelling sales presentations using gap analysis, benchmarks, and other analysis tools
Participate in New Customer Implementation Meetings with customers by phone or in person
High Level Issue Resolution
Escalate complex issues appropriately to maintain superior customer satisfaction
Proactively prepare strategies to prevent recurring issues from impacting customer retention
Position Requirements Formal Education & Certification
Bachelor’s degree required
Knowledge & Experience
One or more years of business-to-business customer service experience preferred
Intermediate Microsoft Excel, Access, and Outlook skills
Knowledge of the assigned specialty product line preferred (Fleet Card)
Petroleum industry experience preferred
Account management experience a plus
Qualifications & Characteristics
Working knowledge of sales and customer service
Strong attention to detail
Strong written and verbal communication skills
Strong analytical and problem solving skills
Ability to multi-task in a fast‑paced environment
Ability to work in a team environment
Intermediate Microsoft Excel, Access, and Outlook skills
Work Environment
Hybrid work environment available once training is completed (3 days in the office, 2 days remote; training may take 3‑6 months)
Sitting for extended periods of time
Dexterity of hands and fingers to operate a computer keyboard, mouse, and computer components
Seniority level Entry level
Employment type Full‑time
Job function Sales and Business Development
Industries Oil and Gas
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.
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