Supervisor, Customer Care (CNG)

Pilot Flying J is the 10th largest privately held company in North America with more than 28,000 team members. As the industry-leading network of travel centers, we have 750+ retail and fueling locations in 44 states and six Canadian provinces. Our energy and logistics division is 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, we are proud to be family owned and consider our team members to be part of the family. 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 fueling people and keeping North America moving.

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

Pilot Flying J is part of the Pilot Company family of brands that keeps North America's drivers moving, including E-Z Trip, Mr. Fuel, One9 Fuel Stop, Pride, StaMart and Xpress Fuel.

Come help us establish our CNG network with a brand new position!

The Customer Care Supervisor is responsible for the development and performance of their assigned accounts by persistently working toward continued improvement with their accounts. Primary duties are to establish a close working relationship with your assigned accounts and your internal team members to manage the development and performance of each assigned customer account by persistently working toward continuous improvement of external and internal customer experience. This person will work closely our Operations, Sales, Business Development, and Accounting Team Members to execute plans and strategies to grow our gross profit, volume, and share in each account. This position is responsible for supervising the activity of CNG Operators under their direct management.

In this role you will:

1. Oversee the daily interactions with assigned customers to ensure all movements are captured both internally and externally.
2. Create, distribute, and continuously improve monthly volume and operation performance reports.
3. Perform analysis of customer and station performance statistics while proactively looking to identify and capture new business opportunities, working closely with your assigned accounts.
4. Responsible for ensuring contractual requirements are met, and ownership of resolving or escalating issues as they arise with key stake holders. Must work closely with internal departments like scheduling, accounting, credit, logistics and others to ensure resolution and obligations are all met.
5. Communicate RNG/H2 Operations to Fuel Compliance Team for credit generation & ensure compliance (allocations, prorate, storage).
6. Generate and distribute RNG customer rebate invoices.
7. Partner with the Business Development team in the development of new sales channels or products, along with the systems and processes needed to be successful.
8. Lead efforts in working with in-house Legal to create and review contracts and ensure all commercial terms and risks have been captured appropriately.
9. Perform analysis for other capabilities and business lines, as requested.
10. Identify opportunities for process improvements and lead efforts to implement them across multiple functional areas.
11. Assist Deal Structuring and Analytics team to analyze station revenues and costs to help determine pricing for public and discounted customers.
12. Make periodic outside sales calls to assigned accounts
13. Responding to Requests for Proposals and Requests for Information (RFP/RFI)
14. Manage the daily activity of the CNG Operators
15. Select, train, develop, and mentor direct reports, to include appraising job performance and conducting performance reviews

• Bachelors or Associate degree preferred; high school degree or equivalent/GED required
• Minimum 2-3 years of experience managing relationships with internal and/or external customers or accounts
• Minimum 1-3 years of experience analyzing data and creating reports
• Minimum 1-2 years of experience working with contracts
• Proficient with Microsoft Office products suite, and ability to learn new software applications and computer programs
• Ability to become proficient with customer relationship management (CRM) software; Sales Force experience preferred
• Build & sustain relationships using the appropriate interpersonal skills and communication methods to build constructive relationships with customers, business units, service organizations and other stakeholders to meet shared goals and objectives
• Experience working in the energy industry, CNG and/or natural gas preferred

* Nation-wide Medical Plan/Dental/Vision
* 401(k) Flexible Spending Accounts
* Adoption Assistance
* Tuition Reimbursement
* Weekly Pay