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The Hertz Corporation Customer Experience Account Manager - Fleet Administrative Services in Bannockburn, Illinois

General Responsibilities

Customer Experience Account Manager- Fleet Administrative Services


The Customer Experience Account Manager- Fleet Administrative Services will manage a portfolio of customers and be responsible for fulfilling customers’ requirements and expectations while working cross functionally within Donlen. Help customers reduce operational costs by identifying potential areas for improvement and recommending solutions to achieve operational efficiency. Analyze customer requests, exception reports and data related to their portfolio of vehicles to ensure driver compliance to fleet policy, opportunities for improvement, developing and executing process improvements. Some of the areas where we can provide guidance for our customers include selection of vehicles, setting appropriate cycling parameters, improving vehicle operations management, and increasing driver productivity. experience.

The successful candidate’s responsibilities will include, but not be limited to:

  • Process and oversee client requests

  • Take ownership of key customer accounts and establish yourself as a content (Donlen’s products and services) and communications expert to our customers.

  • Ability/experience to drive results in lowering cost saving. Working with the SCS and Sales/AE to understand the opportunities and setting goals to ensure the goals are

  • Identify incremental opportunities and programs that help our customers achieve greater value from their Donlen solutions.

  • Understand customers fleet policies, anticipate needs, participate in executing on goals

  • Data and Exception Management

  • Analyze operational metrics to identify opportunities for enhancements for our clients

  • Clearly communicate recommendations to customers and across the organization

  • Create SOPs and FAQ documentation

  • Document business requirements for IT projects

The objective of the account manager is to provide an industry leading service experience for all customers. This experience will provide Available support, Responsive service, Expertise, Proactive service, and Accurate work.

Donlen, a Hertz company, is the fleet industry’s most customer-centric and technically-integrated provider of financing and fleet management solutions. Donlen develops innovative fleet management technology solutions and offers a proactive, hands-on approach to customer service. For more than 50 years, Donlen has empowered its customers to focus on their core business and drive continuous improvement in their fleet’s operational and financial performance. Headquartered in Bannockburn, Illinois, Donlen is a wholly owned subsidiary of Hertz Global Holdings. For more information about Donlen’s best-in-class fleet management solutions, visit


Mandatory Requirements

Essential Requirements

  • 4-year College Degree or Equivalent work experience required

  • One to two years of relevant experience

  • Intermediate Proficiency in Microsoft Excel

  • Outstanding verbal and written communications skills

  • Intermediate math skills to calculate interest, percentages, depreciation rates, and discounts.

Preferred Requirements

Preferred Requirements

  • Fleet Management experience a plus

  • CAFS or CAFM certification a plus

  • Aptitude for customer service and a high degree of professionalism

  • Time management skills along with excellent attention to detail

  • Diplomacy, tact and grace under pressure when working through challenging and/or urgent customer issues

  • Team player with strong collaborative skills

  • Ability to be flexible and adapt quickly in a fast-paced environment

  • Energetic and pro-active: a driven, self-starter who can work independently and as part of a team

  • Proven track record of professionalism in a dynamic work environment

  • Ability to provide sound problem solving, analysis, and critical thinking.

  • Ability to gather, analyze, and organize complex data and draw appropriate conclusions

  • Ability to apply tools to understand and improve business processes

  • Ability to translate business needs into actionable detailed business requirements

Physical Requirements/Work Environment

  • Office Setting

EEO Statement

Donlen is a Drug-Free Workplace. All employment is contingent on successful completion of drug and background screening.

Donlen is an equal opportunity affirmative action employer and administers all personnel practices without regard to race, color, religion, sex, age, national origin, sexual orientation, gender identity or expression, marital status or domestic partnership status, disability, protected veteran status or military status, genetic information, or any other category protected under applicable law. Donlen is committed to taking affirmative steps to promote the employment and advancement of minorities, women, persons with disabilities and protected veterans.

Location US-IL-Bannockburn

Posted Date 4 weeks ago (3/3/2020 4:51 PM)

Job ID 188669

# Positions 1

Division Donlen

Position Type Regular Full Time