Sales and Customer Care Analyst - Full-time / Part-time

Req ID: 102401

BASIC PURPOSE: As a member of the Account Management team, the Sales and Customer Care Analyst must be able to support the account managers in their day-to-day execution of responsibilities and facilitate a smooth work flow process between this group and other functional groups across the organization.  This will include managing a host of processes related to customer billing and contract management among other tasks.  The successful candidate will have a demonstrated ability to simultaneously coordinate a host of complex tasks, provide detail oriented analysis of various tasks, effectively communicate across P&L teams in a matrix organization, with senior management, and customers.  The successful candidate must be able to work in a fast-paced environment, have strong analytical skills, give attention to detail, and possess excellent written, oral, and interpersonal communication skills.         

MAJOR RESPONSIBILITIES:

• Provide general support to the Account Managers as required.  
• Manage the Time and Materials (T&M) invoicing process – Manage this process from preparation of T&M quotes, customer work authorization to tracking of invoice generation for T&M customers.   
• Contract Compliance - Work with the Account Managers and other internal teams to ensure contract compliance including CPI adjustments, O&M tasks, monthly reporting, etc.. 
• Contract Database Implementation and Management – Support the development and implementation of a new database of customer contracts in Sales Force or other acceptable platform that enables notifications to the appropriate company representative(s), tracks progress, and documents action to ensures closure and compliance.     
• Accounts Receivable - Work with credit, accounting and business development to coordinate customer information regarding high-value receivables for retail customer accounts. 
• Customer Billing - Ensure all customers are being accurately billed each month by comparing month-over-month invoicing to ensure reasonableness.
•  Salesforce Support – This includes assisting with the customer care plan & metrics reporting, as well as updating customer & contract info on a regular basis (i.e. quarterly, bi-annually)

EDUCATION AND EXPERIENCE:

• Education:
  • Bachelor’s Degree or equivalent required
• Experience:
  • 2-3 years’ experience customer support function, analyzing data and creating reports
  • 2-3 years’ experience managing relationships with internal and/or external customers or accounts
  • 1-2 years’ experience conducting project and/or process management/improvement activities
  • 1-2 years’ experience working with contracts

SKILLS AND PHYSICAL DEMANDS:

• Skills:
  • Strong written and oral communication skills. 
  • Detail oriented
  • 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.
  • Contribute to the team’s success by demonstrating cooperation and collaboration while participating in a group or team environment.
  • Facilitate & manage change by making effective decisions which achieve the desired results in the midst of changes in responsibilities, work processes, timeframes, performance expectations, organizational culture or work environment.
  • Actively supports and promotes corporate and/or business unit changes.
  • Effectively manage multiple projects simultaneously by developing a task oriented course of action for self and others to accomplish goals, utilizing appropriate resources; follows up by monitoring results and evaluating their effectiveness.
  • Results driven focus with the goal and ability to harnesses others’ energy to drive toward goal alignment which meets or exceeds expectations.
• Typical Physical Demands:
  • Requires prolonged sitting, some bending and stooping.
  • Occasional lifting up to 25 pounds.
  • Manual dexterity sufficient to operate a computer keyboard and calculator.
  • Requires normal range of hearing and vision.

Job Function(s): Construction

Founded in 1964 by Tom Love, Love’s Family of Companies is headquartered in Oklahoma City, Oklahoma, and remains entirely family owned and operated. With more than 300 locations in 40 states, Love’s approximate growth rate is 20 stores per year. Love’s has consistently ranked in the top 10 on Forbes’ Magazine’s annual listing of America’s largest privately held companies. From the first filling station in Watonga, Oklahoma, the Love’s commitment has remained the same: “Clean Places, Friendly Faces.”