Mansfield Oil Company
Account Manager / Customer Success, Fleet Cards - Hybrid
Mansfield Oil Company, 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
Regularly collaborate with customer team members to support customers that purchase 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
Assists Customer Relationship Managers in supporting Mansfield's specialty product line customers, while developing a positive rapport with the customer to ensure high customer satisfaction
Develop and implement a regular communication strategy to connect with existing customers at the corporate and/or local level; communication should be focused on high level customer satisfaction components
Ensure internal processes are executed to meet or exceed customer expectations
Coordinate with Sales Representatives to ensure a seamless onboarding experience
Serve as each customer's advocate regarding internal decisions voicing their needs across all seniority levels
Ensure customer service quality, efficiency, and accuracy with all transactions; resolve customer complaints in a friendly and tactful manner; research and resolve complex customer 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
Maintain ability to navigate all applicable card websites (WEX, Voyager, FuelMan, CFN, etc.) and deliver solutions for any customer 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 opportunity
Process ownership to drive improvement through others that result in optimizing account profitability
Identify and implement operational strategies to improve customer profitability
New Business Integration
Oversee integration of all new business; including both new customers and new business for existing customers and involves onboarding workflow & meetings, account set‑up, account change forms, and reporting requirements
Participate (by phone) in external integration meetings for all new business (new and existing customers)
Prepares business rules for new customers
Ensure all account information is setup correctly for tax and billing purposes
Verify that all customer requirements are met and then communicate start up process with customer and the Sales Representative
Business and Technical Support
Enhance customers' utilization experience of Mansfield Energy's technology offerings; focus should include the company website, FuelNet, and collaboration with BT for necessary permissions, passwords, security levels, etc. to drive overall support for customers' data needs
Assist the CRM with customer contract compliance including terms and conditions, freight rate updates, fixed price allocations, etc. on a monthly basis
Review credit and rebill requests and accept or deny as needed, as well as track requests to ensure timely and accurate resolution
Complete new account set‑up and change requests as needed to support CRM
Provides data support for Sales Representatives and CRMs to develop compelling sales presentations, using gap analysis, benchmarks, and other analysis tools
Participate (by phone or in person) in New Customer Implementation Meetings with customers
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
Bachelor's degree required
Formal Education & Certification
Bachelor's degree required
Knowledge & Experience
One+ years of business to business customer service experience preferred
Intermediate Microsoft Excel, Access and Outlook skills
Knowledge of the assigned specialty products 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 is 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
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
Regularly collaborate with customer team members to support customers that purchase 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
Assists Customer Relationship Managers in supporting Mansfield's specialty product line customers, while developing a positive rapport with the customer to ensure high customer satisfaction
Develop and implement a regular communication strategy to connect with existing customers at the corporate and/or local level; communication should be focused on high level customer satisfaction components
Ensure internal processes are executed to meet or exceed customer expectations
Coordinate with Sales Representatives to ensure a seamless onboarding experience
Serve as each customer's advocate regarding internal decisions voicing their needs across all seniority levels
Ensure customer service quality, efficiency, and accuracy with all transactions; resolve customer complaints in a friendly and tactful manner; research and resolve complex customer 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
Maintain ability to navigate all applicable card websites (WEX, Voyager, FuelMan, CFN, etc.) and deliver solutions for any customer 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 opportunity
Process ownership to drive improvement through others that result in optimizing account profitability
Identify and implement operational strategies to improve customer profitability
New Business Integration
Oversee integration of all new business; including both new customers and new business for existing customers and involves onboarding workflow & meetings, account set‑up, account change forms, and reporting requirements
Participate (by phone) in external integration meetings for all new business (new and existing customers)
Prepares business rules for new customers
Ensure all account information is setup correctly for tax and billing purposes
Verify that all customer requirements are met and then communicate start up process with customer and the Sales Representative
Business and Technical Support
Enhance customers' utilization experience of Mansfield Energy's technology offerings; focus should include the company website, FuelNet, and collaboration with BT for necessary permissions, passwords, security levels, etc. to drive overall support for customers' data needs
Assist the CRM with customer contract compliance including terms and conditions, freight rate updates, fixed price allocations, etc. on a monthly basis
Review credit and rebill requests and accept or deny as needed, as well as track requests to ensure timely and accurate resolution
Complete new account set‑up and change requests as needed to support CRM
Provides data support for Sales Representatives and CRMs to develop compelling sales presentations, using gap analysis, benchmarks, and other analysis tools
Participate (by phone or in person) in New Customer Implementation Meetings with customers
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
Bachelor's degree required
Formal Education & Certification
Bachelor's degree required
Knowledge & Experience
One+ years of business to business customer service experience preferred
Intermediate Microsoft Excel, Access and Outlook skills
Knowledge of the assigned specialty products 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 is 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
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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