Customer Success Team Manager
Atlas Oil Co
Houston Texas
Salary: Neg Per Hour
Management
Responsibilities
- Leadership and development of
5+ Customer Success Associates
- Collaboration across leadership
and teams to find solutions to better serve our customers
Required Education /
Certifications
- Bachelor s Degree or
Equivalent preferred
Primary
Responsibilities & Scope
- Review call recording for
training purposes with team on a weekly or bi-weekly basis.
- Same day customer reply to all
incoming inquiries via phone, email or ticketing system – follow up daily
until the inquiry is complete.
- Act as a customer advocate,
evaluate and analyze customer needs.
- Participate in new customer
onboarding with the Sales Development team.
- Support all incoming calls to
the company, connecting the appropriate team members to resolve the
present issue, including vendors, partners, direct transfers, etc.
- Creating Customer Support
Tickets on behalf of callers for follow up for all departments and
managing/tracking resolution.
- Responsible for leading the
day-to-day customer success team including report analysis, metrics
tracking and error resolution for all our business units. Submitting
weekly reports to leadership on individual business units regarding
customer inquiries or concerns.
- Communicate escalations and
resolutions to the AR, AP and Operations teams and act as a liaison for
our customers.
- Work with the team on
repetitive escalated issues to find a solution that will prevent them from
reoccurring.
- Demonstrated leadership
experience in a challenging and demanding environment.
- Ability to define, set and
drive a vision and execution plan. Set and manage priorities for the team.
- Tailored coaching to individual
team members and the team as a whole to ensure high-quality support
interactions and goal monitoring as well as being comfortable providing
direct and timely feedback to team members.
- Commercially savvy and driven
by the success of the team and the broader organization.
- Demonstrated experience with
back office systems, including ERP, CRM, Phone System, Dispatch System
etc.
- Responsible for meeting
performance and SLA targets for each line of business.
- Collaborates well with internal
and external teams, including other departments, customers, suppliers,
etc.
- Positive, proactive can-do
attitude and passionate about solving problems.
- Strong written and verbal
communication skills.
- Can think big picture while
driving day to day details.
- High comfort level with
documenting current processes and defining to-be processes.
Required Experience
- 7+ years experience in
building, leading, and growing high performing teams
- Back office experience,
billing, AR/AP, CRM and CRM integration with ERP strongly preferred
- Phone system analytics
experience
- Customer service/customer
support experience within an office-based environment
- Oil and gas and/or
transportation industry experience a plus, but not required
- Demonstrated experience with
Microsoft Office Products (Excel, Word, Powerpoint, Visio)
- Strong analytical reasoning and problem-solving skills; ability to quickly adapt to changing environment
Job Overview
Posted Date: 17 Mar 2024
Location: Houston Texas
Salary: Neg Per Hour
Company Information
Headquartered in Taylor, Mich., Atlas Oil is the inaugural Simon Group Holdings company. Since our founding in 1985, Atlas has grown through technological and operational innovation, all while maintaining our unwavering commitment to customer success. Atlas offers single-source solutions for fuel, transportation and logistics and is one of the largest fuel distributors in the country, delivering over 1 billion gallons of fuel annually to customers in 49 states. We have an active real estate division and are engaged in transportation logistics, product supply, bulk fueling, lubricants and greases, along with oil field services.
Name: Atlas Oil Co
Web: https://www.atlasoil.com/