Sales Support Supervisor

At Motiva, our employees’ energy, passion, and dedication to excellence are what make us who we are and what allows us to generate energy that makes a house a home, gets us from point A to point B, and enables our health and wellbeing. We invest in every aspect of our employees’ lives because, at Motiva, our people matter.

Headquartered in Houston, Texas, Motiva refines, distributes and markets petroleum products throughout the Americas. The company’s Port Arthur Manufacturing Complex in Port Arthur, TX, is comprised of North America’s largest refinery with a total throughput of 720,000 barrels per day, the largest base oil plant in the western hemisphere, and an integrated chemical plant. Under exclusive long-term brand licenses with Shell and Phillips 66 (for the 76® brand), Motiva’s commercial operations supply more than 12 billion gallons of fuel to customers annually. Motiva is wholly owned by Aramco, one of the world’s largest integrated energy and chemicals companies.

Position Overview:

The primary responsibilities of the Sales Support Supervisor is to ensure compliance and proper administration of the Customer Set Up/Amend (CSA) processes, which includes setting up customers, sites, products and carriers across multiple systems while supervising a team of full-time employees and contractors. This role is critical in ensuring the team is meeting/ exceeding the expected business standards and continually looking for new opportunities to improve support and processes, while supporting all procedures and Projects assigned to the team’s space. The Sales Support Supervisor is responsible to supporting the business strategic growth initiatives and requires collaboration with Key Stakeholders and support teams both internal and external, such as Accenture, Territory Managers, Finance, Shell, Phillips 66, etc.  The Sales Support Supervisor reports to the Terminals and Sales Support Manager.

Responsibilities:

• Consistent delivery of high quality, accurate and timely customer Setups for both branded and unbranded business (CS&A process)
• Supervise Sales Support Analysts both FTE and Contractors
• Interviewing and Hiring
• Onboarding and offboarding
• Manage time and approve time
• Ensure team has necessary tools for success
• Supervise key Sales Support business activities
• Prioritize requests based on business value and act as a subject matter expert and point of escalation
• Responsible for the delivery of excellent customer service especially with dispute resolution
• Lead Sales Support and business Change Management and Process Improvement initiatives
• Ensure Process Compliance, accurate and timely response to Audit requests
• Maintain Quality of Customer Master Data (Analysis, Creation, Maintenance and Cleanup)
• Establish, maintain and improve Sales Support Process Work Instructions and business Process Work Instructions within the applications/ processes of ownership
• Support System Implementation Projects, ie: Pega, MDPO, LEX, etc. by providing subject matter expertise through all phases of the development lifecycle
• Provide resources for system testing including integration, regression testing, executing test scripts and user acceptance testing
• Responsible for reporting monthly operational performance KPI’s metrics
• Status of Key Business Activities
• Ensure setups and disputes are completed / resolved within SLA
• Troubleshoot issues, including setup issues, system issues, Disputes, and loading issues.
• Build and manage relationships with Internal and External Stakeholders, ie: Customers, TM’s, CSC, Shell, 76, RDM, Credit, Tax, Pricing, IT, Logistics, Supply, Demand, etc
• SME for 3rd Party Managed Customer Service Center with relation to SASU support and business
• Transition to new system platforms with minimal to no impact to customers
• Strong business and customer focus required to ensure alignment with FSM strategies and initiatives
• Ability to effectively manage conflicting business priorities
• Support manager in managing the annual budget
• Coordinate with Business, TM’s and Wholesalers to manage and prioritize requests
• Supervise a team of up to 20 including FTEs and Contract Staff
• Backup support for the Sales Support and Contracts Manager
• Support manager in managing the annual budget
• Management of 10,000+ customer setup & amend requests manually entered into multiple systems, including Right Angle, Salesforce, MSAP and terminal systems.

Experience and Qualifications:

Required Education and Experience:

• Bachelor’s degree
• 5+ years of work-related experience in Mid or downstream Oil and Gas Industry
• Experience in managing internal and external relati