Provides customer service for an existing portfolio of customers. The person in this position accepts ownership and responsibility for the client service for assigned accounts. Provides support and proactive consulting, strategic recommendations to drive account process efficiencies while taking cost out. Provides fleet policy recommendations, conducting quarterly client meetings, web training and new driver 360 mobile app training. Be able to go vertical and horizontal in an account to expand our client touch points.
- DUTIES AND ESSENTIAL JOB FUNCTIONS
- Subject to change based on department and corporate needs.
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Provides customer service to clients, vendors and EMKAY employees using a professional, pleasant and articulate telephone and or email manner.
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Exudes active listening skills and can effectively translate what they have heard into action and follow up items.
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Exhibits strong presentation skills in a one on one as well as group presentation.
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Executes goals for unit count growth and fleet service additions for existing clients
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Must be able to interpret as well as explain EMKAY processes to clients regarding ordering and delivery of vehicles and the specifics by which each operating department provide daily fleet management reports.
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Develop and maintain relationships with all EMKAY operating department staff.
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Investigates and resolves client inquiries about orders, options and vehicle delivery challenges and provides estimated dates of delivery, based on knowledge of manufacturer's production and dealer delivery schedules.
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In a consultative manner, researches and recommends types and number of vehicles and fleet management services needed to satisfactorily solve the customer's transportation needs in the most cost-effective manner.
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Must have, or attain, in-depth knowledge of the fleet industry and all aspects of vehicle use, such as: vehicle maintenance, telematics, accident management, insurance, provinces and local laws, fuel usage.
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Acts as liaison to resolve accurately and quickly, client challenges: Vehicle titling and registration, maintenance, accident management department, billing and vehicle remarketing transactions.
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In order to provide superior client services, initiate / administer and understand the client’s specific operational policies through the Fleet Management services provided contractually by EMKAY.
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In response to Client Request, be requested to: calculate lease charges, based on such factors as length of contract, interest, cost of vehicle, upfitting, anticipated mileage, applicable taxes, as well as provide a Life Cycle Cost analysis from provided vehicle information.
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Prepare and complete client vehicle selectors annually (Model Year, Sales, Service, Operations, Executive).
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Employee must be able to demonstrate the EMKAY Web Applications proficiently to clients.
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Position requires a team player capable of multitasking of job duties and cross training with other employees for departmental backup.
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Occasionally attend regional manufacturer or vendor trade shows.
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Employee may be required to travel by plane or motor vehicle to include out of town overnight stays.
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Perform other special projects and duties as assigned by management.
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Present quarterly Fleet Objective Reports to client and provide strategic recommendations to achieve clients’ goals.
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Prepare all special reports per client’s requirement policy.
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Participate in client training and meeting sessions.
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Provide monthly account management business updates to Vice President Central Region.
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Responsible for assisting in the overall customer service effort by using a pleasant articulate telephone manner when answering and making telephone calls from and to customers, drivers, vendors and EMKAY employees.
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This position requires a team player to interact, research and respond to requests for information and services, from personnel in other EMKAY departments and offices, in the same timely and accurate manner as that given to outside customers.
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To provide superior customer service, the employee must be a self-starter, a problem solver and possess multitasking abilities to work in a fast-paced work environment.
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All correspondences must be EMKAY compliant as outlined in our Marketing Guideline and posted on the EMKAY intranet.
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Performs special projects and duties as assigned by management.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required: Person must be extremely detail oriented, well organized, and able to learn how to prioritize work duties, very reliable and a self-starter who can work with minimal direction. The ideal candidate will have the ability to process large quantities of work in an error free environment. Must have strong communication and telephone skills. Must have strong skills in Microsoft Office (Excel, Word, PPT), Salesforce CRM, and EMKAY’s Internal Systems. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Employee must have strong English speaking, reading and comprehension skills. Must also have the ability to write, read and comprehend simple business correspondence and memos. Must have strong speaking ability and diction to effectively present information one-on-one to clients (Staff, Management and Executives) of an organization and respond to questions from company executives, managers, customers and vendors. Foreign language skills are welcome. General business math skills required such as addition, subtraction, multiplication, division, computation of percentages and discounts.
Must be able to work without constant supervision while performing routine job duties. Provide customer service by research and solving problems by developing the ability to anticipate, recognize and define problems, collect data, establish facts, and draw valid conclusions and formulate solutions. Must be able to perform decision making while discerning those issues that need to be referred to a supervisor for further action.
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Minimum of a four-year college degree. Business Administration or similar.
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Prior automotive, fleet leasing and customer service experience.
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MS Office experience required.
None
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee must regularly lift and/or move up to 10 pounds and occasionally lift and/or move up to 30 pounds. Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception, and ability to adjust focus. The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment of a modern business office building is usually low.
Adherence to all corporate policies outlined in the Employee Handbook, including the following corporate policies:
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Harassment
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Business Ethics of Conduct
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Conflicts of Interest
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Dress Code
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Attendance
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Privacy Statement
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Marketing Guidelines
I understand this position description is intended as an outline of the job duties and requirements and is not intended or to be considered to be all inclusive. I understand the company may update this position description at any time for any reason deemed necessary by department management or corporate executives. Also, I understand neither this position description nor any of its duties and requirements constitutes or represents an offer to form a contract or an employment contract or binding contractual commitments or guarantees on the part of the company.
In the event of company reorganization, EMKAY reserves the sole right to determine an employee's new position assignment, if any. The company will attempt to take into consideration the employee's level of education and previous experience. However, the final determination regarding position assignments will be based upon the skill sets required for positions and those business decisions necessary to staff the company in the best way to serve the customers.
I have read the position description above and have been given the opportunity to ask questions to clarify the duties and requirements of the position.
