What are the responsibilities and job description for the Supervisor - Customer Onboarding & Support position at Sunoco LP?
Summary
The focus of this role is to support the sales and account management teams by optimizing the onboarding workflows. We are seeking a highly organized and proactive supervisor to oversee the processes related to customer onboarding, customer and employee training, capital setup and release. The ideal candidate will ensure a smooth and efficient workflow, maintain SLAs and encourage cross functional collaboration.
Essential Duties And Responsibilities
Education And/or Experience, Knowledge, Skills & Abilities
To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily. The requirements for this position are listed below:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.
The focus of this role is to support the sales and account management teams by optimizing the onboarding workflows. We are seeking a highly organized and proactive supervisor to oversee the processes related to customer onboarding, customer and employee training, capital setup and release. The ideal candidate will ensure a smooth and efficient workflow, maintain SLAs and encourage cross functional collaboration.
Essential Duties And Responsibilities
- General Responsibilities
- Oversee end to tend customer onboarding processes for seamless transition and onboarding.
- Collaborate cross functionally to optimize processes and workflows, alleviating any potential bottlenecks in the process.
- Responsible for tracking and monitoring onboarding SLAs, compliance with timelines and SOX control standards.
- Develop, implement and manage training programs for customers and employees to align with company objectives and growth projections. Partnering with internal SMEs to create & update training materials
- Supervise the capital setup process and cash release process. Meeting SLAs and developing efficiencies within the process.
- Supervisory Responsibilities
- Currently 3 employees or contractors, subject to change as department is properly sized for sales growth volume and future integrations.
- Provide performance metrics for onboarding teams and processes including time duration to successful completion of customer onboarded and first fuel delivery.
- Takes corrective actions where goals and objectives are not being met and establishes policies and procedures to address same.
- Special Projects
Education And/or Experience, Knowledge, Skills & Abilities
To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily. The requirements for this position are listed below:
- Bachelors Degree in Business/Marketing
- 8 years industry or relevant work experience
- Proven interpersonal communication skills, ability to prioritize tasks and organize work
- Solid understanding of financial and accounting basics
- Experience developing and administering repeatable business processes
- Project management experience
- Supervisory experience
- Strong computer skills, specifically M.S. Excel, TM1, SAP, ServiceNow, Salesforce and Smartsheet
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.
- Usually, normal office working conditions.
- Must be able to remain in a stationary position 50% of the time due to prolonged periods of sitting or standing.
- Occasional overnight travel may be required.
- Occasional visits to industrial/manufacturing settings, which may include exposure to various materials and chemicals, as well as extreme temperature conditions and loud machinery, and require appropriate personal protective equipment.
