Customer Account Representativevi

World Fuel Services Corporation Virginia Beach , VA 23452

Posted 5 months ago

At World Fuel Services, our employees are the key to our global success.We are industry leaders due to the innumerable talents of our approximately 5000- strong professional team. Our people thrive in an entrepreneurial and culturally-diverse environment, where innovative thinking, collaboration and efficient execution are highly valued. Our high-performance culture is what allows us to drive sustained growth. Stronger together, we promote an environment where individuals can thrive.

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World Fuel Services, is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.

Inside Sales Representative

Job Purpose:
Effectively and efficiently handles incoming prospect and customer inquiries, concerns, and orders via telephone, e-mail, or written correspondence. Organize, initiate, and follow through with outgoing calls to customers to cross sell, up sell or reactivate an inactive account. Uses company resources, policies, and procedures to provide complete, accurate and timely responses. Uses best practices in interfacing with customers, both internal and external.

Areas of responsibilities:

  • Answer telephone, e-mail and written inquiries and promote PAPCO's products and services completely and accurately, as related to retail, government, commercial and residential business.

  • Generate customer reports on an as-need basis

  • Troubleshoot and resolve any escalated fleet card issues; perform customer training and onboarding to ensure fleet customers are self-sufficient and aware of fleet card program best practices, to protect against fraud

  • Support Southeast government account manager in sourcing government opportunities; responsible for the admin and onboarding large contracts; primary internal point of contact for administrative duties related to government accounts and municipalities

  • Document processes and create SOPs as new internal processes evolve; initiate positive change and communicate to management where process improvements can be made & communicated to the team

  • With assistance resolves customer complaints and problems to the satisfaction of the customer within company guidelines to ensure customer retention and satisfaction.

  • Use customer service skills to optimize the opportunity of each customer contact and maximize opportunities to up-sell or cross-sell company products and services.

  • Make a minimum number of outgoing calls to customers to increase business and generate leads for sales staff. Would include cross selling, up-selling, and reaching out to inactive customers.

  • Educate the customer and direct them toward available resources for self-help via company's web site.

  • Document customer complaints, issues and solutions in database.

  • Alert management of issues or concerns that require escalation for complete resolution or which may indicate a larger, underlying problem.

  • Schedule and act on any customer follow-up whether for resolution purposes or up-selling.

  • Use technology tools provided

  • Complete set up forms for customers (new and changes)

  • Work independently and as part of a team.

  • Maintain confidentiality of PAPCO's customers and data.

  • Participate in individual and team trainings and meetings to ensure knowledge is up-to-date.

  • Adhere to work schedule as planned

Skills and Experience:

  • Works well under general supervision and demonstrates initiative when identifies additional tasks that need to be done.

  • Ability to organize and communicate information clearly; show initiative and take ownership of tasks from start to finish

  • Positive, professional, customer-oriented attitude

  • Accepts coaching and direction

  • Advanced MS Outlook (reminders/tasks/setting up appt and meetings), Word (mail merges/tables/headers & footers), and Excel skills (spreadsheets/linked spreadsheets/simple functions /subtotals/print set ups, etc.)

  • Demonstrate problem-solving and analytical thinking skills

  • Ability to handle in a calm professional manner demands of customers and administrative tasks.

  • Prior inside sales / customer service experience

  • Candidate must be available to work a flexible schedule between the hours of 7 am and 6 pm (including 4 hour Saturday morning rotation).

  • #LI-AS1

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Customer Account Representativevi

World Fuel Services Corporation