Supervisor, Card Services

The Supervisor, Card Services is responsible for supporting and driving Mansfield business development activities related to fleet cards, the daily operations of the Card Services Team, onboarding new business, managing projects and team initiatives, creating analytical tools to be used and implemented in daily operations and new business development, providing FuelNet and other online training for employees and new customers, providing customer services maintenance, and overall leadership of the Card Services Team. This position will employ business development & selling skills and deep product expertise to support Mansfield business development and sales activities related to the Fleet Card product line(s). The Supervisor will be responsible for not only supporting commercial sales biz dev efforts, but also ensuring that the commercial sales reps meet their business development activity commitments by monitoring, measuring, and reporting business development activity through the Mansfield CRM system.

Responsibilities

Business Development

• Create and establish Fleet Card product line business development processes to support Mansfield commercial sales reps and CRMs
• Create and establish business development processes that streamline the interfaces between Fleet Card product line, Mansfield commercial sales, and Mansfield customers
• Perform new business development and sales support activities directly with end-customer accounts, directly with indirect channel partner accounts, and indirectly in support of Mansfield commercial sales reps' accounts as required
• Foster strong long term internal relationships with commercial sales reps and CRMs
• Foster strong business relationships with end-customers, strategic business partners, and channel partners
• Implement a weekly CRM reporting and monitoring function to measure and report on commercial sales team business development activity associated with Fleet Card product line
• Coordinates with the commercial sales reps and Fleet Card product line and Channel Support Specialists to ensure seamless interaction with customers during on boarding
• Assists commercial sales reps in RFP bid preparation and response

Specialty Product Line Knowledge and Management

• Develop product line and industry expertise as it relates to Mansfield's Fleet Cards product line
• Develop sales and product line materials working collaboratively with Mansfield's marketing department and commercial sales team
• Develop selling tools and materials for Mansfield's Fleet Cards product line
• Utilize CRM reporting to monitor commercial sales business development activities to ensure the Mansfield commercial sales team is generating sufficient business development deal flow for Fleet Cards product line
• Provides fleet card line training to prospective customers
• Provides Fleet Card product line training to Mansfield commercial sales reps and CRMs

Coaching and Mentoring

• Develop clear goals for staff each year that support company goals and objectives
• Develop a coaching strategy for staff to achieve or exceed goals and objectives

• Regularly review performance with staff
• Help staff focus on what is within their control to achieve success
• Celebrate success
• Quickly address performance issues in a constructive manner
• Create positive accountability and follow-up to achieve goals

Departmental Leadership

• Problem solving for the Fleet Card Services department
• Coordinate team member scheduling and staffing to ensure excellent customer service and response is achieved
• Provide a regular feedback strategy for the department to evaluate results and make improvements
• Manage the prioritization of IT helpdesk tickets for the technology that supports Card Services
• Implement a strategy for department to examine and improve key every-day processes
• Communicate clear vision, goals, and objectives for the department that support company goals and objectives
• Develop a clear strategy to keep team members focused on high performance throughout the year
• Develop clear departmental strategy to achieve measurable and financial goals

Proposal Review and Analysis

• Review proposals to ensure that all documentation is included
• Review the key details of the proposal to ensure accuracy of information
• Assist with proposal creation by providing actionable data analysis to determine optimal product positioning

Set up and Ongoing Support for Awarded Business

• Coordinate with IT for any implementations requiring their involvement
• Manage the setup/implementation process to ensure customer expectations are met
• Ensure setup of FuelNet users and subsequent training are to departmental standards
• Manage customer service processes and personnel to ensure continuing customer satisfaction

Process Improvement

• Ensure Card Services group is adequately prepared to scale commercial business
• Develop training programs for internal and external stakeholders
• Institutionalize user-friendly startup/onboarding process to normalize information flow between sales and Card Services

• Evaluate current processes and restructure accordingly

• Identify optimal allocation for Card Services responsibilities
• Limit the amount of coordination/decision-making required by Card Services CSR's

• Develop operational integration best practices
• Design process to help customers better evaluate their retail fuel spend and reduce loss
• Collaborate with supply & risk Management to formalize scalable price risk management program and processes
• Maintain and improve service/application interface by monitoring functionality and user-friendliness and submit helpdesk tickets as required to uphold service standards
• Position the sales team and operations for continued growth

Enterprise Customer Onboarding and Relationship Management

• Customize standard onboarding process as required to suit specific customer
• Organize as seamless a transition as possible from customer's prior card program
• Manage projects associated with the onboarding or servicing of new customers
• Ensure account setups are done correctly and to the customer's expectations

• Serve as normalization point for communicating information between departments and customers

• Work with internal departments to properly align service delivery expectations and processes
• Ensure functionality of applicable FuelNet services
• Submit helpdesk tickets when required and work with BT and other stakeholders to get prioritized and completed in a timely fashion
• Serve as primary point of contact for key accounts to ensure satisfaction with operational integration of fleet card programs
• Own customer relationship related to fleet cards until it can be assumed by the business
• Serve as primary customer contact for day to day operational and administrative issues that cannot be fielded by CSR's or sales team

Position Requirements

Formal Education & Certification

Knowledge & Experience

• 2+ years petroleum or product marketing experience
• Must be able to use Microsoft Office suite with confidence (Word, Outlook, Excel, PowerPoint)
• Knowledge of the logistics and distribution infrastructures associated with Mansfield's product & services, with deeper expertise and knowledge in fleet cards

Qualifications & Characteristics

• Proven record to create and build analytical tools
• Ability to organize and maintain multiple tasks and projects
• Ability to manage and lead others in a fast paced, team-oriented environment
• Ability to multi-task
• Ability to conduct spreadsheet analyses of business data
• Ability to move seamlessly between supporting business development activities and directly performing business development activities
• Cross functional problem solving skills to address and resolve business development challenges - both internally and externally
• Ability to train and teach less knowledgeable internal resources
• Ability to develop new proposals for new business opportunities
• Ability to work in a collaborative team environment

Work Environment

• Hybrid work environment available once training is completed (3 days in office)
• Sitting for extended periods of time
• Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and other computer components

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.