Representative, Customer Success

About the role

The purpose of this position is to manage the day-to-day relationships with our wholesale customers and to deliver a frictionless customer experience that enables our marketers to be commercially focused.

• Provide exemplary service to wholesale and DEF customers by developing and maintaining relationships over the phone, solving issues as they arise and handling customer inquiries
• Collaborate with the sales team members you support to identify customer needs, pain points, and business opportunities
• Manage and own the onboarding of customers within CRM. This includes but is not limited to the creation of and continual upkeep of account, pricing, and contractual level detail.
• Communicate key updates and information to customers
• Manage the customer feedback process so we can proactively understand their views on our business and service levels
• Provide account level analysis and trend reporting for marketers and leadership
• Plan and execute customer check-ins and Quarterly Business Reviews with select customers to ensure customer success
• Develop a strong internal network and leverage cross-functional capabilities to effectively respond to customer needs
• Model behaviors that support the company's common purpose; ensure customers and team members are supported at the highest level
• Ensure all activities are in compliance with rules, regulations, policies, and procedures.
• Complete other duties as assigned

Qualifications & Requirements

• High school diploma or equivalent certificate required
• Bachelor's degree or a minimum of two years' experience in sales support preferred
• Intermediate Microsoft Office skills
• Intermediate skills with a CRM (preferred Salesforce), PRS leads, and other company software preferred
• Ability to gain knowledge of fuel and rack marketing industry
• Ability to gain knowledge of company products and offerings
• Ability to prioritize, multitask and manage multiple projects successfully in a fast-paced and dynamic environment
• Strong organizational skills with attention to detail
• Professional demeanor with communicating in person, email, or phone
• Excellent written and verbal communication skills
• Ability to communicate and interact effectively with various levels of the organization to negotiate, problem solve, complete projects, and influence decision making
• Ability to influence others and provide excellent customer service
• Self-motivated with ability to work both independently and within teams in order to establish and meet deadlines, goals, and objectives
• Strong time management skills
• Ability to quickly learn new technology and use technology in all areas related to the role
• Travel required less than 5%
• General office work requiring sitting or standing for long periods of time

Additional Information

• Nation-wide Medical Plan/Dental/Vision
• Employee Fuel Discount
• 401(k) and Flexible Spending Accounts
• Adoption Assistance
• Tuition Reimbursement
• Onsite Gym
• Weekly Pay