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DocuSign Envelope ID: 103DC81A-DA34-4DDA-AAF4-6AAAB065D71F <br /> - Lead bi-monthly meetings with existing clients to review open projects and <br /> current activities within the account; meetings will include project tracking for current <br /> items along with an annual summary of all items completed for the client in the past <br /> year <br /> - Conduct in-person meetings with the client on a quarterly basis to review open <br /> project items <br /> - Coordinate with Operations to ensure seamless interaction with the customer <br /> during on boarding <br /> - Establish productive, professional relationships with key personnel in assigned <br /> customer accounts <br /> - Coordinate the involvement of company personnel, including support, service, and <br /> management resources, in order to meet account performance objectives and <br /> customers' expectations <br /> - Proactively lead a joint company-strategic account planning process that <br /> develops mutual performance objectives, financial targets, and critical milestones <br /> - Proactively assess, clarify, and validate customer needs on an ongoing basis <br /> Account Retention <br /> - Coordinate customer interaction with other departments in MOC to ensure that <br /> the customer is delighted with Mansfield Oil and has a positive customer experience <br /> Account Growth <br /> - Stay current on MOC's solution portfolio by attending any available training and <br /> by having regular discussions with the appropriate product line manager on potential <br /> opportunities within assigned customers <br /> - Leverage the product line manager within MOC to coordinate a streamlined <br /> message to every existing client with regard to our product portfolio and service <br /> offerings <br /> Educate customers on MOC's full portfolio of solutions <br /> Identify growth opportunities with existing clients to market the full menu of MOC <br /> products and services <br /> - Lead solution development efforts that best address customer needs, while <br /> coordinating the involvement of all necessary company personnel <br /> Lastly, Mansfield believes that regular communication, transparency, and performance <br /> measurement foster any relationship. Two-way communication allows all parties to be <br /> engaged and involved in the decision-making process throughout the contract term. <br /> Communication is perhaps the single most vital aspect to developing a successful <br /> partnership that eventually enables Mansfield customers to achieve their strategic <br /> priorities and avoid critical problems. <br /> Accordingly, Mansfield has developed a quality control and assurance plan consisting <br /> of several metrics: <br /> - Accuracy: Track every order for accuracy to ensure the customer receives a <br /> perfect delivery and exact invoice. <br /> - Timeliness: Track every order for timeliness. This can be delivery window <br /> compliance or it could be the time it takes from delivery to receipt of invoice. <br /> - Carrier Scorecard: Mansfield tracks carriers for delivery window compliance, <br /> spills, and cross-drops. <br /> From an escalation standpoint, a customer's primary point of contact is the Customer <br /> Relationship Manager. This individual will be responsible for overseeing a customer's <br /> fuel management program in a prompt, proactive, and decisive manner. <br /> 30 Describe your ability and willingness to As North America's largest delivered fuel supplier, Mansfield is fully capable and <br /> provide your products and services to willing to serve all Sourcewell participating entities located throughout the United <br /> Sourcewell participating entities in the States. Mansfield's offices across the US ensure every customer receives localized <br /> United States. Identify the geographic service, supply and support. The corporate headquarters is stationed in Gainesville, <br /> areas of the United States that you will GA with 9 other locations found in Doraville GA, Baton Rouge LA, Houston TX (2), <br /> fully serve through the proposed contract. Denver CO, Redlands CA, Mark, IL, Roseville MN, and Troy OH. <br /> Mansfield will work with representatives from participating entities in order to <br /> understand their energy needs and provide Mansfield's full suite of products and <br /> services where necessary. Mansfield can confidently serve every geographic area in <br /> the country through the proposed contract. <br /> 31 Describe your ability and willingness to Mansfield's Calgary, Alberta office and dedicated Canadian sales and account <br /> provide your products and services to management team is fully capable and willing to serve all Sourcewell participating <br /> Sourcewell participating entities in entities throughout all 10 Canadian provinces. <br /> Canada. Identify the geographic areas of <br /> Canada that you will fully serve through the Mansfield will work with representatives from participating entities in order to <br /> proposed contract. understand their energy needs and provide Mansfield's full suite of products and <br /> services where necessary. Mansfield can confidently serve every geographic area in <br /> the country through the proposed contract. <br /> Bid Number: RFP 121522 Vendor Name: Mansfield Oil of Gainesville <br />