The Hertz Corporation Customer Experience Account Manager - Fleet Administrative Services in Bannockburn, Illinois
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 www.donlen.com.
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.
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
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.
Posted Date 4 weeks ago (3/3/2020 4:51 PM)
Job ID 188669
# Positions 1
Position Type Regular Full Time