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Mansfield Energy Corp · 5 hours ago

Account Manager / Customer Success, Fleet Cards - Hybrid

Gainesville, GA

Full-time

Hybrid

Entry Level

1+ years exp

Mansfield Energy Corp is focused on providing best in class customer service for their specialty product line, Fleet Cards. The Account Manager serves as the primary interface for customer inquiries and issues, responsible for relationship management, account profitability support, and high-level issue resolution.

EnergyOil and Gas

Growth Opportunities

Responsibilities

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

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

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

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

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

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

Escalate complex issues appropriately to maintain superior customer satisfaction

Proactively prepare strategies to prevent recurring issues from impacting customer retention

Qualification

Customer serviceAccount managementBusiness analysisMicrosoft ExcelFleet Card knowledgePetroleum industry experienceMulti-taskingCommunication skillsProblem solvingAttention to detailTeamwork

Required

Bachelor's degree required

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

Preferred

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

Company

Mansfield Energy Corp

Mansfield Energy is the trusted partner to fleets and organizations across North America – solving their most demanding energy procurement, supply, and logistics challenges.

Founded in 1957

Gainesville, Georgia, USA

501-1000 employees