Customer Service Representative

Location: Roseville, MN

Description:

The Customer Service Representative (CSR) is a member of a dedicated customer team and is responsible for providing best in class customer service, responsible for engaging with the customer for initial fuel delivery requests, order entry into the ERP system(s), problem solving, ensuring that orders are confirmed with carriers and delivered timely and accurately

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

 Initial Delivery Requests and Order Entry

  • Receive customer calls/emails using a pleasant and helpful strategy
  • Identify customer needs
    • Enter orders into the ERP system timely and accurately
    • Ensure all other needs are identified and met by engaging with the customer
  • Identify customer problems and resolve timely either directly or through other departments for resolution; maintain communication with the customer throughout the process
  • Immediately contact the appropriate group(s) when a customer requires additional service and the call comes to the CSR; ensure a successful transfer of the call (if need be) is made to the appropriate person; CSRs will not utilize voicemail or unsolicited emails to hand off issues
  • In addition to inbound phone calls and email, other methods of communication and requests for delivery need to be managed and executed upon by the CSR (e.g. inventory managed orders, third party portal, customer website, carrier managed) to ensure timely and accurate delivery of service on behalf of the customer

 Inventory Management

  • Actively monitor designated customer’s tank readings
  • Plan deliveries as indicated by current fuel level and average daily usage
  • Monitor market direction and adjust delivery time as necessary to manage customer fuel needs with the company’s best purchasing opportunities
  • Back up other team members to ensure all inventory managed customers within the team are cared for in a superior manner

 Order and Delivery Confirmation

  • Ensure all loads entered are successfully dispatched and confirm receipt and  acceptance of every load by the carrier
  • In the event a carrier declines an order or is unable to meet the delivery requirements, obtain secondary option to ensure delivery meets the customer’s expectation; escalate to other departments as needed for support and communicate status of efforts throughout to ensure all parties are aware of efforts and plans
  • Load confirmations are completed daily, no exceptions
  • Delivery confirmations are completed daily, no exceptions

 

Position Requirements

 

Formal Education & Certification

  • High School Diploma required              

Knowledge & Experience

  • Customer Service
  • Dispatching
  • Team environment
  • Moderate to advanced knowledge of Microsoft Outlook
  • Basic Excel and Outlook proficiency required

 Qualifications & Characteristics

  • Enthusiastic
  • Effective problem solving
  • Efficient decision making

 Work Environment

  • 40-hour on-site work week, that may require on-call or modified schedule
  • Sitting for extended periods of time
  • Weekend work may be required at times and coordinated in advance with your supervisor
  • Dexterity of hands and fingers to operate a computer keyboard, mouse, and other computer components

Apply Now!


**For the best experience viewing and applying for opportunities with Mansfield, please consider using supported versions of one of the following browsers on a PC or Mac: Google® Chrome®, Mozilla® Firefox® or Apple® Safari®. You may also want to accept cookies, enable javascript and turn off popup blockers while using our recruitment system power by ADP. The recruiter will not be able to help with ADP technical issues.**


About Mansfield Energy Corp:

Mansfield Oil Company delivers high quality petroleum and renewable (green) fuels, natural gas, electricity, specialty products and chemicals to customers throughout North America. We deliver over three and a half billion gallons of petroleum products, ethanol, biodiesel, and diesel exhaust fluid annually to customers - one full tanker truck load every minute of every day. We are well known for our ability and strong desire to provide the best customer service experience in our industry. It is this prized service oriented culture by which we thrive in the midst of formidable competition. It’s important to understand virtually every operational decision we consider is accepted or rejected on the basis of how that decision may affect our customer’s service experience. The emphasis we place on cultivating high quality customer relationships must be well supported by the time and energy we place in our employee’s development with the organization.

Mansfield’s culture is our most important asset—it enables us to creatively shape our future while delivering unique business solutions, and great service. Our people work hard to provide a professional work environment in which you may learn and excel professionally. Mansfield employees are fiercely competitive as they work to win and retain business relationships, yet are also friendly, loyal and honest. They protect our culture by using open communication and showing a strong bias toward taking and rewarding action. We are committed to helping each employee reach their full potential and manage a successful career with us.

In order to achieve continued success and deliver on our commitments to our employees, customers and business partners, we at Mansfield believe that we must operate according to certain ideals. These ideals are captured in Mansfield's Core Principles: Conscientiousness, Personal Service, Integrity, Innovation, and Excellence. By upholding these principles, Mansfield is not only a remarkable business partner for our customers but also a positive and rewarding workplace.

Over the course of 50+ years, Mansfield Oil Company has grown to become a leading supply and distribution company, with offices in seven states and Canada. Mansfield is considered an industry innovator that continuously invests in leading-edge technologies to optimize business efficiencies, improve the work environment, and cultivate an exceptional company culture. Innovations such as these, combined with our highly collaborative business approach, have resulted in considerable recognition in categories including Forbes 'America's Largest Private companies', The Platt's Global Energy Award "Downstream Operations of the year" & "Deal of the year", and repeated recognition as 'one of the top Privately held companies. So if you are looking for a company with an outstanding reputation, financial strength, and a growing clientele, then look to Mansfield Oil.

Mansfield Oil is an equal opportunity employer that takes affirmative action to employ and advance in employment individuals without regard to race, color, religion, sex, national origin, protected veteran status or disability status.