Client Services & Business Development Specialist

PURPOSE STATEMENT:
The Client Service & Business Development Specialist serves as the primary interface between Hawaii Gas and key customers, as assigned. This role is responsible for commercial sales activities, managing key Client Relationships as assigned (including customer relationship management, contract renewals, etc.), new business development, and managing competitive activity across territories as assigned. This position is responsible for ensuring they are in compliance with all necessary training, as well as ensuring activities are developed and implemented in alignment with the company's business objectives. The position also performs installation design and works with Engineering and Operations on requirements for installation and timeframe.

ESSENTIAL FUNCTIONS/RESPONSIBILITIES:

Performs all work and duties in concert with the Client Services and Business Development Team, such that policies, processes, procedures and work performed by staff are consistent and uniform on a statewide basis. This includes performing client relations, sales and new business development activities consistent with business objectives to increase and retain market share of gas products and services in all market segments (commercial and industrial markets) and designated specialty fields.
• Builds, maintains, and enhances relations with customers to support the company's priority on improving and enhancing the customer's experience.
• Identifies potential new commercial customers using innovative approaches and standard practices. Devises and implements sales strategies to gain new Commercial accounts including the effective use of proposals, energy comparison data, and coordinates the following activities:
  • Identification of prospects and the acquisition of new commercial customers including the development and drafting of proposals such as recommendations on energy utilization and equipment type.
  • Timely installation of new gas service and meeting customer requirements.
  • Development and implementation of account management program to effectuate and maintain relationships consistent with company's business objectives.
  • Participation in business and trade associations to establish and maintain relationships with key industry personnel.
• Negotiates, executes and administers standard fuel supply agreements with qualifying customers in coordination with appropriate Company personnel and consistent with the company's business objectives.
• Leverages technology (principally the Company CRM and CIS) to efficiently organize and conduct analytical tasks. Ensures basic level of CRM/CIS proficiency for all team members.
• Ensures customer intake forms and customer contracts are completed accurately and on time using the systems provided (principally the Company CRM and CIS).
• Uses computer to organize and perform analytical work. Prepares and reviews cost estimates as required.
• In conjunction with Treasury and IT, supports development of a core set of periodic reports (daily, weekly, monthly) which focus on a subset of key metrics to drive and measure ongoing departmental activities. Understands and regularly communicates key insights from reports and data.
• Contributes to a culture of continuous improvement, and in conjunction with Treasury and Operations identifies and implements opportunities to streamline processes and create efficiencies in workflow.
• Follows proper procedures and processes when establishing new accounts to include the completion of all required paperwork, coordinating the installation and turn-on of system, and evaluating the feasibility of all new projects to ensure that all financial and technical requirements are met.
• Designs new gas service systems, utilizing assistance from Engineering, Distribution, and LPG Supply & Distribution when required or necessary.
• Promptly responds to customer inquiries and continually updates customers on a wide range of matters relating to rates, company practices, PUC tariffs and schedules, servicing policies, applicable codes and regulatory requirements, gas system specifications, etc.
• Keeps current with new commercial gas appliances, equipment and technologies as well as trends, processes and developments in the energy industry.
• Provides expertise in understanding the customer's energy needs and identifying and pursuing opportunities for installation of additional gas appliances and replacement of non-gas appliances with gas-fired appliances.
• Represents the Company and participates in appropriate local professional, business and community activities/associations, as requested. Establishes and maintains relations with key industry personnel; develops relations with engineers, architects, developers, contractors and gas appliance and equipment dealers, as requested.
• Assists in analyzing market conditions, identifying trends, developing sales forecasts, recommending pricing changes based on industry and competitive analysis, etc.
• Assists Operations in a variety of tasks relating to commercial customer needs, including but not limited to tank relocation, load increases tank sizing, field evaluation of accounts, and on-call supervisor rotation (on-call supervisor rotation for non-Oahu positions only).

OTHER FUNCTIONS/RESPONSIBILITIES:

• Complies with all safety rules and cooperates in the fullest in the promotion of safety and safe work habits, to include the reporting of any unsafe conditions or acts. Maintains all EH&S training on a current basis.
• Complies with all applicable corporate and Hawaii Gas policies and procedures.
• Maintains assigned work area and equipment in a clean, orderly and safe manner; performs housekeeping duties as required and/or instructed. Works in a safe and responsible manner.
• Performs all other related duties as instructed by manager.

Required Education and/or Work Experience:

• High school diploma or GED.
• Five (5) years successful and progressive sales experience in the gas or energy industry to include outside sales, cold calling, contract negotiations, proposal writing, and account management. Other relevant experience may be considered.
• Proficient with Microsoft suite of tools (specifically, Outlook, Word, Excel, and Power Point), MS Project, and customer service software.
• Working knowledge of NFPA 58, gas utility systems, local zoning laws, and plumbing, building and fire codes.
• Experience with bid submittals, specifically, government bids (city, county, state and federal).

Preferred Education and/or Work Experience:

• Bachelor's or master's degree in business administration, Marketing or Engineering or equivalent combination of related experience and education.
• Technical knowledge in a field related to the energy industry, such as energy management, HVAC equipment, distributed generation, and end-use gas and electric equipment (motors, engines, heat pumps, water heaters, boilers, cooking equipment, etc.).
• Knowledge of Hawaii's energy market, designated sales territory and various cultures, including business protocols.
• The knowledge and capability to plan, design and manage new gas services, which includes load calculation/diversification, drawings, sizing (lines, tanks, meters, regulators, gas pressures, etc.), fire suppression systems and permitting.

Required Licensure, Certification, Registration or Designation:

• A valid Hawaii driver's license.
• Access to an insured vehicle with current registration.

Preferred Licensure, Certification, Registration or Designation:

• Certified Energy Manager, other certification in energy or equivalent related experience and education.
  Sales certifications.
• Certification in finance or equivalent related experience and education.
• Other advanced education or certification(s) which apply to the energy, utility, project management industry and job function.