Fuel Operations Coordinator

Description

The Fuel Operations Coordinator is a key member of our team, responsible for overseeing and enhancing fuel operations across all retail locations. This role plays a vital part in ensuring service excellence through mystery shop performance, CSA (Customer Service Advisor) team management, rebranding initiatives, vendor and supply chain coordination, and ongoing refinement of Standard Operating Procedures (SOPs).

Balancing leadership, operational oversight, and administrative duties, the Fuel Operations Coordinator drives efficiency and consistency in fuel sales and service. This position works collaboratively with various departments, vendors, and internal stakeholders, while upholding The Reid Group's Core Values: Honesty, Trustworthiness, Customer Focus, Team Spirit, Cost Consciousness, and Entrepreneurialism.

Essential Functions:

Mystery Shop Program Oversight 

• Monitor brand-specific portals for incoming mystery shop reports. 
• Review and assign mystery shop evaluations to the appropriate CSA team members for follow-up. 
• Maintain and regularly update the mystery shop tracker for visibility and accountability. 
• Analyze trends from reports and provide actionable feedback to support brand and operational improvements.    

Customer Service Advisor (CSA) Program Management and Supervision 

• Recruit, hire, train, and supervise all CSAs. 
• Serve as a mentor and primary point of contact for the CSA team, ensuring consistent performance and adherence to company standards. 
• Foster a positive team culture focused on professional growth, operational excellence, and high customer service standards. 
• Maintain and create all CSA-related documentation, including forms, reports, and performance tracking materials. 
• 5POS System Oversight: 
• Analyze data to identify recurring issues or patterns at the store level. 
• Partner with the AI development team to enhance and automate 5POS functionality. 
• Design enhanced reporting tools for RSI and RPC teams to support data-driven decision making.  

Rebranding and Reimaging Support 

• Clearly communicate rebranding expectations and timelines to retail locations. 
• Coordinate and participate in on-site store walkthroughs to identify service needs and compliance issues. 
• Serve as liaison between retail operations, IT and stores during rebranding processes, offering logistical and operational support. 

Equipment & CSA Supply Management 

• Oversee the Staples account, including site additions, updates, and account management. 
• Coordinate with Staples representatives regarding backorders, substitutions or the introduction of new items. 
• Oversee pump paper supply levels including reorder processes and inventory tracking for all materials and organization of materials.

Standard Operation Procedure (SOP) Development & Maintenance 

• Maintain and regularly update the Fuel Sales SOP catalog to reflect current practices. 
• Draft new SOPs tailored to fuel sales operations and evolving business needs.  
• Review relevant SOPs created by the RSI team and provide thoughtful recommendations for improvement based on field knowledge and best practices 

Fleet Program Maintenance 

• Effectively communicate with fleet and credit managers with fleet program developments, improvements and organization of HubSpot CRM system. 
• Monitor all fleet communication methods and zipline portals.  
• Ensure timely and accurate enrollment of new fleet customers. 
• Serve as a major account representative for all retail and dealer fuel sites. 

Benefits

• Comprehensive health, dental, and vision insurance
• 401(k) with company match
• Profit Sharing
• Paid time off and holidays
• Professional development and training opportunities
• Supportive, growth-focused work culture
• Employee discounts 
• Opportunities to make a meaningful impact across the organization

Requirements

• 2-3 years prior C-Store and/or fuel experience 
• Problem solving and forward-thinking skills 
• 5+ years Customer Service experience 
• Work effectively with minimal supervision 
• General knowledge of Marketing concepts 
• Valid NYS Driver's License