Supervisor, Customer Operations

Location: Roseville, MN

Description:

The Supervisor, Customer Operations is a member of a dedicated customer team and is responsible for ensuring best in class customer service delivery. This role is responsible for supervising the day to day operations of a dedicated customer team to ensure successful service and transactional execution, as well as managing actionable customer team metrics.

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

 Coaching and Mentoring

  • Develop hiring skills and strategies to hire top quality talent to drive the success of the Customer Team now and in the future
  • Promote a customer focused culture and infuse Customer Experience practices across the company
  • Develop clear goals for staff each year that support company goals and objectives
  • Develop a coaching strategy for staff to achieve or exceed goals and objectives
    • Regularly review performance with staff
    • Help staff focus on what is within their control to achieve success
    • Celebrate success
    • Quickly address performance issues in a constructive manner
    • Create positive accountability and follow-up to achieve goals

 Operational Leadership

  • Develop clear vision, goals, and objectives for the customer team that support company goals and objectives
  • Develop a clear strategy to keep team members focused on high performance throughout the year
  • Implement a strategy for the customer team to examine and improve key processes used every day
  • Develop clear strategy to achieve measurable and financial goals for the regional office in alignment with the regional model
  • Coordinate team member scheduling and staffing to ensure excellent customer service and response is achieved
  • Provide a regular feedback strategy for the regional office and other Mansfield Oil departments to evaluate results and make improvements
  • Lead training of new team members; create meetings and opportunities to further train existing team members
  • Create high impact reporting
  • Lead team involvement on service delivery issues like retains, cross-drops, spills, or outages to ensure satisfactory resolution with customer
  • Prepare business reviews for customers, including contract compliance, volume by product, etc.
  • Review monthly operational metrics like credit/rebill rates or fixed price compliance and take corrective action if necessary
    • Ensure that defined goals are in alignment with Mansfield Oil goals
    • Develop and execute a succession plan to ensure the regional office leadership stability and growth
    • Manage P&L and  budget to create profitability and achieve strategic yearly financial goals
    • Develop and implement clear strategies for maximizing profitability and customer retention
    • Interact with all relevant Mansfield Oil departments daily to maximize profitability and customer retention
    • Create clear, timely, and accurate reports for the executive team to facilitate effective decision making
    • Create clear, timely, and accurate reports with sales reps and external partners to effectively assess and improve performance
    • Continually review processes and work flows to improve tracking and reporting efficiencies

 Relationship Management

  • Support the customer team in their efforts to develop and implement regular communication strategies with existing customers at the corporate and/or local level; this communication should be focused on high level customer satisfaction components
  • Direct resources necessary to lead and manage special customer projects involving complex processes and data requirements
  • Serve as the point of escalation for customer team pursuing process change to further exceed customer expectations
  • Coordinate with customer team to address complex onboarding requirements
  • Serve as each customer’s advocate regarding internal decisions voicing their needs across all seniority levels

 Other Duties as Assigned

 

Position Requirements

 

Formal Education & Certification

  • Bachelor’s Degree or equivalent work experience required

 Knowledge & Experience

  • Three (3) years minimum experience in customer service required
  • Previous supervisory experience preferred  
  • Previous account management experience preferred
  • Intermediate Microsoft Excel and Outlook skills required
  • Petroleum knowledge a plus

 Qualifications & Characteristics

  • Strong verbal and written communication skills
  • The ability to deal with and resolve customer complaints effectively and efficiently
  • The ability to work in a team environment
  • The ability to manage multiple projects and tasks simultaneously with success
  • A willingness to get actively involved in day-to-day actions to ensure accuracy, timeliness, and strong customer service skills is required
  • Strong attention to detail
  • Strong problem solving skills

 Work Environment

  • 40-hour on-site work week
  • Sitting for extended periods of time
  • Dexterity of hands and fingers to operate a computer keyboard, mouse, and other computer components

 

Apply Now!


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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.