Client Support and Inside Sales Manager

POSITION SUMMARY:The Manager leads of team of client support representatives and inside sales personnel to ensure yearly goals are being met and obtained. To do this, the Manager works in direct cooperation with the Lubricants, Fuel, and Billing Teams to apply and improve processes, such as customer service and data analysis procedures. This role plays an integral part in delivering a favorable customer experience and representing Heritage.SPECIFIC RESPONSIBILITIES:Ensure that customers and employees are retained, satisfied, and that their needs are being fulfilledDevelop, support and lead an excellence in service program, which includes providing one-on-one coaching on employee performance that aids in the development of the teamDevelop ongoing training for phone etiquette, troubleshooting, and handling difficult customers as well as update SOPsSupports recruiting, hiring, and coaching of team membersImplement, update and monitor KPIs to help guide decision makingDaily monitoring of Client Support inbox to ensure order entry is timelyHandle inbound sales inquiries and convert them into salesHandle primary order entry into the system, which will then go to dispatch for deliveryInitiate follow-up customer calls to confirm delivery of customer order and ensure customer satisfactionSchedule customer deliveries (location & delivery window) with the appropriate dispatch personnelManaging SmartTank user setup, alarm levels, reports, etc.Work in conjunction with the Dispatch department for optimal product deliveryDemonstrate extraordinary customer service skills; follow up on escalated customer challengesPass along qualified opportunities for new sales, up-selling or cross-selling to the RGS or Sales ManagementDevelop relationships with customers/prospectsBackup of any team member during vacation or other time out of the officeSpecial projects as assignedQUALIFICATIONS:Strong time management, organizational skills, and interpersonal and communication skills. Exceptional PC skills and working knowledge of Excel, Outlook, PowerPoint and other common programs used in a business setting. Ability to perform basic calculations and mathematical computations. Work with all company personal in a spirit of cooperation and teamwork. Solution based mindset with a high level of integrity and work ethic. Self-motivated with a positive and energetic attitude. Able to meet individual/team goals, targets and quotas. Understands and can execute a "can do" mentality in all interactions. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.EDUCATION AND EXPERIENCE:A high school diploma or equivalent; knowledge of fuel, lubricant, industrial, automotive, commercial, mining and construction industries is not required but a plus. Continued professional development on product and general skills education is a must.PHYSICAL CHARACTERISTICS:While performing the duties of this job, the employee is regularly required to sit, use hands to finger, handle, or feel; reach with hands and arms, and talk or hear. Also, the ability to read and interpret documents. The employee is occasionally required to stand, walk, climb or balance, and stoop, kneel or crouch. The employee must occasionally lift and/or move up to 40 pounds. Must be insurable to drive to various locations including bank, post office, satellite locations, stores etc.WORK ENVIRONMENT:The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Noise level in the work environmental is normally moderate or less. Typically the duties are performed indoors, during the day and some overtime may be required. Travel required as necessary on a limited basis.

Created: 2025-03-02