Customer Service Manager

Atlas Oil Company:

Atlas is a premier national petroleum products distributor and services provider. With 24/7/365 operations, Atlas meets the fuel and service needs of businesses, municipalities and governments in 20 states and Ontario, Canada. Atlas also supplies fuel to nearly 400 gasoline convenience stores throughout Illinois, Indiana, Michigan and Ohio. Headquartered in Taylor, Michigan, Atlas maintains operational centers in Michigan, Indiana, Texas and Ohio and was named a "Top Workplace" in 2009 by the Detroit Free Press.

Job Summary:

Atlas Oil Company has an amazing opportunity for a “roll up the sleeves" experienced manager to cross-functionally plan, manage and lead its Customer Service organization. This position will be responsible for implementing service practices that retain customers, increase revenue, and improve service quality/customer satisfaction.  The qualified candidate will have proven experience having created and managed a best-in-class Customer Service operation for a mid-volume service provider.

Some of the soft skills that the right candidate will possess include the ability to thrive in a dynamic environment, inspire innovation, and demonstrate flexibility.  The necessity to motivate others towards strategic goals while continuously following Corporate Values is also paramount. This person will also be approachable, leading by example, mentoring and developing others, encouraging collaborative team work as a way of accomplishing goals while driving accountability. The individual most qualified for this position will be able to relate with all levels of the organization and will possess an ongoing commitment to internal and external customer satisfaction.

Primary Responsibilities:

• Design, Plan and Develop the organizational and process structure required to support the complexity and volume of all in-bound Customer Service inquiries.
• Define, Plan and Support the Implementation of a robust Customer Relationship Management System that can effectively support the complexity and volume of all in-bound Customer Service inquiries.

• Hire, Train and manage the appropriate personnel to meet Corporate Objectives for Customer Service quality and coverage.

• Continuously evaluate and identify opportunities to drive process improvements that positively impact our customer experience while increasing efficiency

• Analyze customer reporting (churn, credits, customer satisfaction, errors, etc) for trends and develop and implement programs to improve these metrics and work with Functional Managers to correct insufficient business practices

• Execute customer satisfaction programs at department level

• Administer customer escalations as needed

• Assist in interviewing & training support partners on operational processes/practices

• Work closely with different cross sectional teams to improve overall knowledge and cohesive execution of processes/operations

• Responsible for resource stewardship; conducts resource planning, execution and evaluation

• Responsible for management functions to include monitoring of workforce levels, performance evaluations, resolution of escalated issues and termination of employment

• Responsible for becoming a subject matter expert in assigned areas within the Customer Service group

Required Experience:

• 5-10 years experience as a Customer Care Manager, Customer Support Manager, Customer Service Manager, Service Operations Manager, Call Center Manager, Technical Support Manager, Project Manager/Director or related title in a transaction-driven environment preferably in a call center setup

• 5-10 years experience directly managing personnel in a customer service or customer support function

• Experience with implementing and supporting a Customer Relationship Management System

• Experience analyzing and providing solutions utilizing Customer Lifetime Value (CLV) as a basis for decision making

• Project Management experience

• Strong written and oral abilities

• Strong analytical skills in financial and operational areas

• Experience working with budgets and financial controls

• Strong detail orientation and communication/listening skills

• Willingness to travel on an as needed basis

Required Education & Certification:

• BS/BA degree required preferably in Business Administration, Management or other Business related degree

Why You Will Love to Come to Work Every Day:

Atlas is a fast-paced, goal-oriented company, with an unquenchable thirst for success. Team members work hard, love what they do, focus on customers, and have fun in the process. Winning attitudes abound, we recruit, hire, train, retain, and reward the best talent in the industry.

What stands out to visitors is our warm, inviting atmosphere and our dynamic energy directed to guests, co-workers and customers. Our Core Values are alive in our environment. Atlas Oil Company’s CEO, Sam Simon personally facilitates his course on Corporate Culture to newly hired team members.

Atlas Oil Company’s Core Values are not just words on a paper. We believe in them. We live by them. They are an important component of how we operate on a daily basis. They are as follows:

• Passion

• Grow or Go

• Pride and Image

• Customer Focus
• Solution Driven
• Do the Right Thing

Integrity, innovation, personal and professional growth, combined with a strong passion to win, contribute to the phenomenal growth and successes Atlas has experienced. We create Win/Win Solutions and operate with the highest possible standards of business and professional ethics.

Career Opportunities:
Team members are our most valuable assets - if you are dynamic, dedicated to producing quality results, and possess the necessary job qualifications, please consider joining our team!

Atlas Oil Company’s dedication to quality is not only reflected in our products and services but also in our team members. At Atlas Oil Company, we are committed to providing:

• Our consumer with a total fuel solution
• Our team members with career challenges and rewards
• Our communities with support and assistance

Our work environment is positive, upbeat, business casual and welcoming to everyone. Being an equal employment opportunity employer, we are a diverse workforce with team members located in multiple states. We advocate an open door policy, teamwork, career growth, and promoting from within. Our team members are our most valuable assets and we invest in them through seminars, training and rewarding career opportunities