Representative, Customer Success

Company Description

Pilot Company is an industry-leading network of travel centers with more than 30,000 team members and over 750 retail and fueling locations in 44 states and six Canadian provinces. Our energy and logistics division serves as a top supplier of fuel, employing one of the largest tanker fleets and providing critical services to oil operations in our nation's busiest basins. Pilot Company supports a growing portfolio of brands with expertise in supply chain and retail operations, logistics and transportation, technology and digital innovation, construction, maintenance, human resources, finance, sales and marketing.

Founded in 1958 by Jim A. Haslam II and currently led by CEO Adam Wright, our founding values, people-first culture and commitment to giving back remains true to us today. Whether we are serving guests, a fellow team member, or a trucking company, we are dedicated to fueling people and keeping North America moving.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status or any other characteristic protected under applicable federal, state, or local law.

Military encouraged to apply.

Job Description

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.

1. 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
2. Collaborate with the sales team members you support to identify customer needs, pain points, and business opportunities
3. 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.
4. Communicate key updates and information to customers
5. Manage the customer feedback process so we can proactively understand their views on our business and service levels
6. Provide account level analysis and trend reporting for marketers and leadership
7. Plan and execute customer check-ins and Quarterly Business Reviews with select customers to ensure customer success
8. Develop a strong internal network and leverage cross-functional capabilities to effectively respond to customer needs
9. Model behaviors that support the company’s common purpose; ensure customers and team members are supported at the highest level
10. Ensure all activities are in compliance with rules, regulations, policies, and procedures.

Complete other duties as assigned

Qualifications

• 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