Mansfield Energy Corp

Customer Support

• This role is eligible to work a hybrid schedule once training is completed (approx. 6 months) - 3 days in office, 2 days remote.
• The Customer Service Coordinator 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), and problem solving on behalf of the customer.
• 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
• Regularly share best practices and learning opportunities with peers across all Customer Experience teams
• Initial Delivery Requests and Order Entry
• Receive customer calls/emails, engaging with a warm, pleasant, and helpful attitude
• 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 CSC; ensure a successful transfer of the call (if need be) is made to the appropriate person; CSCs 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 CSC (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
• Order Entry
• Ensure all loads requested are entered are successfully and order number is provided to the customer
• Work with logistics to confirm carrier availability and communicate confirmation back to the customer
• In the event that the logistics team is unable to secure a carrier, escalate to other departments as needed for support and communicate status of efforts throughout to ensure all parties are aware of efforts and plans
• Keep customer informed of their order status at all times, no exceptions
• Customer Service
• Greet customers warmly and ascertain problem or reason for calling
• Resolve customer complaints by troubleshooting and/or engaging necessary internal departments or CRM
• Ensure that customer communication is thorough and that realistic expectations are communicated
• Ensure that all customer requests are completed, even after handoff or escalation to other departments
• Verify that customer is satisfied with resolution or action plans

Customer Service Representative