Sales and Customer Operations Executive - Fleet Dept

Employer
Undisclosed Company
Location
Milton Keynes, Buckinghamshire
Salary
Up to £14.50 per hour
Closing date
7 Feb 2022

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Manpower are pleased to be recruiting on behalf of our client based in Milton Keynes for a Sales and Customer Operations Specialist to join their Fleet Department.

The hourly rate is £14.50 per hour and you will be expected to work a 35 hour week.

Stat Date: January 2022

PRIMARY PURPOSE OF THE JOB:

Reporting to the Sales and Customer Operations Manager, the primary purpose of the role will be the main point of contact for our clients Rent-a-Car business customers and to provide on-going support to customers throughout the car rental lifecycle. The role holder will set up, develop and utilise customer processes and build relationships with stakeholders and customers, with the aim of adding value at every customer touch point ensuring a smooth set up, rental booking, transaction and in-life vehicle rental experience.

RESPONSIBILITIES:

  • Act as key point of contact for all Corporate customer, providing support through all key processes and resolutions for queries relating to rental portal, insurance and invoice issues by offering clear and concise advice
  • Provide support on a daily basis and be the main point of contact for the Area Sales Managers by dealing with all their customer queries to create consistency and effective customer management, on occasions may be required to accompany the Area Sales Managers to visit customers for complex queries and on boarding requirements
  • Create, manage and distribute Corporate customer KPI league table using business performance figures showing individual customer KPIs i.e. Fleet size, utilisation and price to measure customer spend
  • Analyse and report Corporate customer rental utilisation and highlight areas of growth and opportunity to allow vehicle optimisation to be effective
  • Drive profitability through effective report analysis monitoring utilisation to add value and increase sales
  • Adhere to credit approval process for new and existing Corporate clients to reduce risk and exposure
  • Monitor existing Corporate clients to keep within their credit limitations, analyse the data and escalate to Sales and Customer Operations Manager when necessary
  • Generate the following reports regularly to deadlines to allow MI reporting to take place:
    • Corporate customer rental utilisation
    • Credit renewals and limits
    • Complaints
    • Customer Rental spend
    • Corporate customer tariffs
    • Customer satisfaction and service levels
    • New Corporate accounts
  • Follow the customer complaint process to ensure effective customer management
  • Create Long Term Rental Agreements in Rental system and liaise with customers to ensure successful completion of the Agreements
  • Implementation of new customer accounts on the Customer Relationship Management (CRM) and Rental system to effectively manage the data
  • Liaise with Fleet Sales Team to ensure existing customer data captured is correct on the relevant systems
  • Generate customer invoices to ensure the Mobility revenue stream is maintained
  • Liaise with Finance to ensure invoices are processed correctly and within SLA to maintain effective management of the payment process
  • Liaise with the Fleet and Process Analyst to ensure suitable vehicle mix is at each location to meet customer expectations and to support our USP
  • Proactively identify and plan vehicle selection for new customers with the Fleet and Process Analyst in line with customer requirements
  • Manage and raise ad hoc invoices from Rental system such as excess mileage charges, write offs, vehicle damage to ensure correct generation of income for the Mobility team
  • Manage Motor Insurance Database exceptions by liaising with customers to ensure vehicles are insured
  • Manage CRM system API with Rental system to maintain consistency between both operating systems
  • Maintain and develop Corporate customer insurance database to ensure data is captured correctly in relevant systems including indemnity forms reducing risk
  • Support the Rental Operations Analyst and Fleet and Process Analyst as required to provide a consistent approach to both customers and our stakeholders
  • Ensure the Mobility Services Management Team are kept up to date with any environmental, legal, economic, political developments directly impacting fleet and rental business in the Mobility Sector
  • Share learning, best practice, train and coach new starters as the team expands to include other executives / team members

EDUCATION, TRAINING AND EXPERIENCE:

  • Customer service experience within the automotive industry (desirable)
  • Experience of working in Sales environment and supporting Sales teams
  • Experience of managing numerous stakeholders
  • Experience of managing CRM systems and all customer facing processes such as invoicing, credit approvals, customer resolutions and complaints etc.
  • Experience of working to service levels and quality measures
  • Ability to learn and adapt to new computer software & programs quickly
  • Strong organisation and planning skills, delivering quality output to deadlines
  • Good attention to detail and strong quality focus
  • excellent customer service
  • Proven ability to liaise and communicate effectively with stakeholders
  • The ability to manage, influence and adapt during complex conversations
  • Excellent interpersonal, influencing, negotiation and communication skills
  • A flexible approach to take on varying tasks/activities
  • Ability to work in a proactive manner, under own initiative
  • Strong teamwork skills whilst maintaining individual ownership
  • High level of motivation and commitment
  • Drive to continuously improve processes for the benefit of the customer experience
  • Good working understanding of MS Powerpoint, word and excel

If this sounds like the role for you then apply now!

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