Supervisor, Sales Customer Support

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, sexual orientation, gender identity, national origin, disability, protected veteran status or any other characteristic protected under applicable federal, state or local law.

Pay Rates Starting between: $75,000 - $90,000 / year

The Customer Service Supervisor supervises the Commercial customer service team. He or she maintains and enhances the operations of a team of representatives that process Commercial lubricant and fuel orders, handle problems via phone and/or email for customers, sales, dispatch, purchasing and credit. The supervisor oversees organizational goals used to elevate the customer’s experience of our products and services. Maintains and improves operations by monitoring and evaluating customer service performance. Has the ability to resolve the day-to-day issues and is able to prioritize work responsibilities.

ESSENTIAL DUTIES & RESPONSIBILITIES:

• Evaluates the team’s performance. Meets with individuals at least once a month.
• Responsible for taking escalated calls & emails.
• Responsible for staff scheduling, time card review & approval
• Responsible for disciplinary action when needed.
• Interviews to fill open positions for customer service.
• Works with customers, sales, dispatch, purchasing and credit to accurately assess their needs, provide information or assistance, resolve their problems, or satisfy their requirements.
• Reviews or establishes policies and procedures based on business needs.
• Maintains a daily scorecard showing phone call & order count by CSR as well as any reported errors.
• Encourages and facilitates cooperation, pride, trust, and group identity. Fosters commitment and team spirit.
• Performs other job-related duties as assigned by direct supervisor.

QUALIFICATIONS:

• Extensive knowledge of all products, services, and systems
• Management skills
• Exceptional verbal and written skills
• Multi tasking and prioritizing capabilities

This role is part of the SC Fuels team - a pilot company