The Account Manager / Customer Relationship Manager (CRM) serves as the operational point of contact for Mansfield Energy customers and manages the day to day functional relationship. This role is a member of a dedicated customer team and is responsible for providing best in class customer service. The essential job duties include relationship management, sales organization engagement, new business integration, business/technical support, account profitability support, and high level issue resolution.

Responsibilities

Teamwork

• Regularly collaborate with team members to support assigned customers
• Coordinate with various departments to ensure high level operational issues are resolved completely and in a timely manner on behalf of the customer
• Provide back up support across all functions within customer team to ensure continuity
• Regularly share best practices and learning opportunities with peers across all Customer Experience teams

Relationship Management

• 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 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 Sales Representatives to monitor sales and margin information by customer and report any anomalies or issues

Sales Organization Engagement

• Understand the sales pipeline and impact on the organization; whether new business or renewal opportunities, and the timing of each to ensure the support teams are aware and prepared to execute at the highest level of service on behalf of the customer
• Collaborate with the bid team on new business or renewal of key accounts to ensure all products and service offerings being executed upon are known and effective communication is occurring between the teams
• Collaborate with the sales reps on customer engagement to ensure all parties are coordinated and working together for customer retention and advocacy
• Request and gather supply information (quantities by terminal and product) from prospective customers
• Work with the Sales Representative and develop an understanding of daily pricing strategies for each market, product, and customer based on rack pricing competitiveness and daily lifting’s

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/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
• Ensure customer invoices are billed accurately and timely
• Oversee 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

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 or equivalent experience

Knowledge & Experience

• 1-2 years business to business experience preferably in a customer account management or customer relationship management role
• Petroleum Industry experience preferred
• Intermediate Microsoft Excel, Access and Outlook skills

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 available after training is completed. (3 days in 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

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.