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    Account Manager - Denver, United States - Mansfield Energy

    Mansfield Energy
    Mansfield Energy Denver, United States

    2 weeks ago

    Default job background
    Description


    Please note that a hybrid work environment is available once training is completed - 3 days in the office, 2 days remote.


    The Account Manager / Product & Channel Support Representative (PCSR) serves as the primary interface and point person for the assigned specialty product line (DEF) 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

    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

    Work Environment

    Hybrid work environment is available once training is completed - 3 days in the office, 2 days remote
    Sitting for extended periods of time
    Dexterity of hands and fingers to operate a computer keyboard, mouse and other computer components

    #J-18808-Ljbffr
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