Product and Channel Support Representative - Hybrid

The Product & Channel Support Representative (PCSR) serves as the primary interface and point person for the assigned specialty product line (Additive, DEF, Fleet Card, Fuel All, etc.) 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 CRMs 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

- Review freight payable issues and exceptions; approve where applicable or work with others for resolution

- Work with product line team to 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 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

Formal Education & Certification

- Bachelor’s degree required

Knowledge & Experience

- Two (2) to five (5) years business to business experience

- Intermediate Microsoft Excel, Access and Outlook skills

- Knowledge of the assigned specialty products line (additive, DEF, Fleet Card, or Fuel All)

- 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

- On-call required

- 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 other computer components

Work Environment