Position Summary:

The Customer Experience & Office Manager is responsible for coaching and developing front-office operations while ensuring consistent, high-quality customer experience across all customer touchpoints. This role serves as the connection between Customer Service, Service Operations, Delivery Operations, and Market Leadership, ensuring processes, communication, and customer expectations are executed accurately and professionally.

Key Responsibilities:

1. Customer Experience & Service Quality

• Own the customer experience within the assigned market (multiple site) or office.
• Monitor customer feedback, complaints, and escalations; resolve or route as appropriate.
• Identify trends, gaps, or breakdowns in the customer journey and recommend process improvements.
• Partner with Central Support Team, New Customer Setup Team, and Service & Delivery Operations to ensure smooth handoffs and timely customer follow-ups.
• Track and report on customer experience outcomes, using data to drive continuous improvement.
• Reinforce service standards including responsiveness, communication, and professionalism.

2. Office & Administrative Management

• Oversee daily office operations, scheduling coverage, and workflow.
• Support customer service staff in proper intake, documentation, and process adherence.
• Ensure accuracy of delivery tickets, customer records, agreements, and required documentation.
• Maintain office organization and compliance with company standards.
• Serve as an escalation point for administrative or operational issues.
• Oversee and support the AR/collection process, payment plans, issue credit card refunds, request refund checks, issue small credits where necessary for customer satisfaction and retention under the guidance of the Operations Manager, Central Support and Accounting.
•  Review, validate and approve employee timecards for accuracy and compliance with company policies.
• Maintain accurate records and documentation related to employee performance and disciplinary actions, in accordance with company procedures.

3. People Leadership & Coaching

• Actively coach and develop frontline team members through call monitoring, real-time feedback, and structured 1:1 performance conversation.
• Ensure customer expectations are clearly set during intake, scheduling, and follow-up by actively monitoring, reviewing and calibrating customer interactions while supporting The Haffner’s Way.
• Reinforce consistent messaging on services offered, limitations, and timelines.
• Lead onboarding and cross-training to build a skilled, confident and customer-focused team.
• Promote accountability and foster a culture where team members take ownership of the customer experience.

4. Process Improvement & Collaboration

• Partner with Operations and Management to improve service workflows.
• Ensure SOPs are followed and updated as needed.
• Support change management initiatives tied to systems, tools, or process updates.

5. Communication & Coordination

• Act as a liaison between Customer Service, Service Operations, Delivery, and Leadership.
• Ensure clear communication paths are established for support and escalation needs.
• Participate in customer service and operational meetings as required.

6. Success Metrics

• Consistent customer communication and follow-up.
• Reduced avoidable escalations and service delays.
• Strong collaboration between all internal business partners.
• Positive customer feedback and service outcomes.
• Measurable improvement in team member quality scores and call handling.
• Team member retention and engagement within the customer service team
• Completion of structured touchpoints (1:1s, call reviews, calibration sessions)

Skills & Qualifications:

• - Proven leadership and management experience with the ability to set direction, coach team members positively, build strong teams, and achieve operational and customer experience goals.
• - Prior experience coaching or supervising customer service or call center representatives, including call monitoring, performance feedback, and skills development, is strongly preferred.
• - Strong verbal and written communication skills, with the ability to communicate clearly and professionally with customers, peers, and leadership.
• - Demonstrated conflict resolution and escalation management skills, including handling sensitive customer situations calmly and effectively.
• - Prior experience using Cargas is strongly preferred, with the ability to navigate customer accounts, work orders, documentation, and service workflows accurately.
• - Prior experience with AR and collections is preferred.
• - Proficiency in Microsoft Office, particularly Excel, Outlook and Teams; for reporting, scheduling, tracking tasks, and professional communication.
• - Excellent organizational skills and strong attention to detail in a high-volume, customer-facing environment.
• - Excellent time management skills with a proven ability to meet deadlines and manage multiple priorities simultaneously.
• - Ability to prioritize tasks and delegate responsibilities appropriately to ensure efficient office operations and customer follow-through.
• - Ability to function effectively in a fast-paced and occasionally high-stress environment while maintaining professionalism.
• - Strong planning and coordination skills, supporting collaboration between Customer Service, Service Operations, Delivery, and Leadership.
• - Education: High School diploma required; additional education or certification in office administration or a related field is a plus.

Compensation: Salary is based on a range of factors that include relevant experience, knowledge, skills, and other job-related qualifications. For the purpose of this role, the salary opportunity is: PAY - $80,000 to $87,000 annually.

Job Environment:

This role requires the ability to sit, stand, reach and lift/move items up to 25 pounds. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. This is an in-office position 5 days per week.

The above statements are intended to describe the general nature and level of work being performed by the jobholder and are not to be an exhaustive list of all responsibilities, duties and skills required of the jobholder.

About Us: Haffner's: A Regional Leader Fueled by Family, Integrity, and Safety.

At Haffner's, we're more than a company – we're a family. As a prominent wholesale fuel distributor in New England, we've established a strong presence, managing 72 gas stations, convenience stores, car washes, and food service locations. Our renowned Haffner's brand operates across Massachusetts, New Hampshire, and Maine. We go beyond fuel distribution, offering heating oil, propane, and HVAC services to 45,000 customers across the region. Our commitment to integrity and safety is unwavering; it's in everything we do. We prioritize building relationships and consistently doing the right thing.

Our culture thrives on growth, innovation, and excellence. As a part of our team, you'll contribute to our ongoing success, embracing the core values of "Fueled by Family," "Do the Right Thing," "Safety in Everything We Do” and “Be Resourceful.”

Haffner’s is committed to equal employment opportunity and providing reasonable accommodations to those with physical and/or mental disabilities. We value and encourage diversity and do not discriminate based on race, color, gender, sex, age, religion, creed, national origin, ancestry, citizenship, marital status, sexual orientation, physical or mental disability, medical condition, military and veteran status, gender identity or expression, genetic information, change of sex or transgender status, or any other basis protected by federal, state, or local law.

Haffner’s is committed to providing a safe work environment for all employees.

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