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Merchant Relations Manager

Please Note: The application deadline for this job has now passed.

Job Introduction

This position is responsible for managing the account implementation process to meet defined completion cycles for each product/merchant implementation, and service standards while supervising Merchant Relations Representatives who support all merchant accounts within North American Truck (NAT)  markets.

Role Responsibility

include the following. Other duties may be assigned.

 

Lead and manage teams to respond to special merchant needs or implementation of new or enhanced services to merchants.  Develop and implement plans to help ramp revenue or increase merchant reliance on Comdata through better technical solutions.  Provide ongoing client support and relationship management, focusing on account retention, while striving to anticipate needs and pro-actively exceed merchant expectations.

 

Work closely with Sales and Client Services to address all discount or custom rate changes, as well as effectively manage changes submitted through the automated price file.     The manager must document all merchant processes, such that future merchant or client services personnel are able to support the intricate custom discount set ups and the impact they have on both the merchant and the client.

 

Utilize a broad set of operational planning and performance measurement tools to ensure all department productivity/service goals and commitments are successfully met.  Create implementation plans and review communications regarding any process changes and project needs that are merchant impacting.  Verify content accuracy and ensure all associates are trained on the new process or project requirements.

 

Continuously promote employee empowerment and initiatives to create a positive work environment, employing various methods of associate recognition.  Use thorough processes to select, hire and train the best people to meet merchant needs and provide for succession planning needs.  Set associate skill development and performance goals.  Act as coach to help associates achieve goals and provide regular formal performance appraisals.  Conduct annual reviews, goals and create performance plans for the current year and ongoing career development.

Supervisory Responsibilities                                                    

 

Supervision of other personnel is required in this position.

 

 

Competencies                                                   

 

To perform the job successfully, an individual should demonstrate the following competencies:

 

Adaptability - Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.

 

Written Communication - Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.

 

Oral Communication - Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.

 

Merchant Service - Manages difficult or emotional merchant situations; Responds promptly to merchant needs; Solicits merchant feedback to improve service; Responds to requests for service and assistance; Meets commitments.

 

Judgement - Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions. 

 

Leadership - Exhibits confidence in self and others; Inspires and motivates others to perform well; effectively influences actions and opinions of others; Accepts feedback from others; Gives appropriate recognition to others.

 

Ethics - Treats people with respect; Keeps commitments; inspires the trust of others; Works with integrity and ethically; Upholds organizational values.

 

Diversity - Demonstrates knowledge of EEO policy; Shows respect and sensitivity for cultural differences; educates others on the value of diversity; promotes a harassment-free environment; Builds a diverse workforce.

 

Managing People - Includes staff in planning, decision-making, facilitating and process improvement; Takes responsibility for subordinates' activities; Makes self available to staff; Provides regular performance feedback; Develops subordinates' skills and encourages growth; Solicits and applies merchant feedback (internal and external); Fosters quality focus in others; Improves processes, products and services; Continually works to improve supervisory skills.

 

Planning/Organizing - Prioritizes and plans work activities; Uses time efficiently; Plans for additional resources; Sets goals and objectives; Organizes or schedules other people and their tasks; Develops realistic action plans. 

 

Project Management - Develops project plans; Coordinates projects; Communicates changes and progress; Completes projects on time and budget; Manages project team activities.

 

Strategic Thinking - Develops strategies to achieve organizational goals; Understands organization's strengths & weaknesses; Analyzes market and competition; Identifies external threats and opportunities; Adapts strategy to changing conditions.

 

Qualifications To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 

 

The Ideal Candidate

Qualifications To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education/Experience

 

Bachelors Degrees in Information Systems and/or Merchant Service Management is required or some formal transportation industry training and/or experience are preferred; and 3-4 years related Management and merchant relationship and/or experience and/or training; or equivalent combination of education and experience.  Strong knowledge of project or function management is required.

 

Basic Skills

 

Strong level of personal organization with excellent oral/written communication skills.  Must be detail oriented, with the ability to handle multiple assignments promptly and effectively.

 

Demonstrated ability to work calmly in a fast-paced team environment while effectively managing multiple tasks.  Superior telephone etiquette and merchant service skills are required, with the ability to react quickly and decisively to resolve merchant issues.

 

Must have excellent merchant service and communication skills with a solid understanding of Comdata’s products and services.

 

Additional Skills

 

To perform this job successfully, an individual should have a minimum 40-wpm keyboard skills and working knowledge of Microsoft Windows with general technical ability with understanding of terminology regarding applications design/technology on platforms ranging from PC’s to mainframes and telecommunications connectivity relative to Comdata’s products is necessary.

 

Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 

Must be able to sit at workstation for a minimum of 7 hours per day, while using a computer keyboard and telephone.  No lifting or other strenuous activity required.

 

Work Environment The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 

Package Description

If you are looking for a GREAT work environment with a GROWTH-ORIENTED company, look no further!

  • Benefits on the first of the month, following your hire date - no matter when you are hired during the month!
  • Automatic enrollment into the 401k plan within your first thirty (30) days on the job: no more waiting until you've been with the company for 1 year!
  • Projected company growth trajectory that shows double-digit year over year growth through both organic growth as well as acquisitions.
  • Fun environment with contests and prizes!
  • Inclusive environment that promotes career growth!
  • Wellness events
  • An on-site gym and weekly discounted on-site car wash services
  • Robust PTO policy including: major holidays, vacation, sick days, and personal days
  • Discount at major wireless providers and gyms
  • Philanthropic support with both local and national organizations

About the Company

Comdata, based in Brentwood TN, is a leading provider of fleet management and B2B payment solutions.  As the largest fuel card provider and second largest commercial issuer of MasterCard in North America, we offer one of the most comprehensive suites of payment solutions on the market.  We are part of the FLEETCOR family.

FLEETCOR (NYSE: FLT) is a leading global provider of workforce payment products and programs including fuel cards, fleet cards, food cards, corporate lodging discount cards and other specialized payment services for businesses throughout the world. FLEETCOR’s payment programs enable businesses to better manage and control employee spending and provide card-accepting merchants with a high volume customer base that can increase their sales and customer loyalty. Founded in 2000 and headquartered in Peachtree Corners Georgia, FLEETCOR generates more than $1.83 billion in revenue thru brands such as Fuelman and Comdata.  We employ more than 7,100 valued associates worldwide. In 2016 FORBES listed FLEETCOR as the 14the most innovative company in the world, and FORTUNE listed FLEETCOR as the 74th fastest growing company! In 2017 FLEETCOR made its debut on the Fortune 1000 national ranking at #988 for the first time since FLEETCOR’s 2010 initial public offering, additional list highlights include:

·        #309 Largest Company by Market Value

·        #384 Most Profitable Company Overall

·        #10 Most Profitable Company within the Financial Data Services Industry

·        #19 Most Profitable Company within the Business Services Sector

·        #12 Largest Company in Georgia by Market Value

 

FLEETCOR has a culture founded on integrity, collaboration, innovation, execution and people.  This offers each employee the opportunity to ‘thrive & grow’ thru career development, volunteer, community and wellness initiatives…allowing each individual to create a balance between professional goals and personal achievement.

Equal Opportunity/Affirmative Action Employer

If you need a reasonable accommodation for any part of the employment process, please contact your local Human Resources Business Partner and let us know the nature of your request and your contact information. Requests for accommodation will be considered on a case-by-case basis. Please note that only inquiries concerning a request for reasonable accommodation will be responded to.

For more information about our commitment to equal employment opportunity and pay transparency, please click the following links: EEO and Pay Transparency.

Company: Comdata

FLEETCOR

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