Fleet Account Manager

Supervises: No direct reports but will be responsible for managing customer accounts and orders with the support of Fleet Solutions, Engineering, Fleet Order Management and the Production Managers. Serve as project manager post order and lead cross functional teams with people of various disciplines - Engineering, Pricing, Purchasing, Installation Centers, Manufacturing, etc. when necessary.

Position Purpose: Manage fleet customers' accounts with a focus on customer service, quote follow up, order execution, and displaying the ability to project manage customer accounts at a high execution level.

Duties & Responsibilities:

• Position will serve as key internal contact for assigned fleet accounts by coordinating or participating in all strategic and tactical projects relating to assigned fleet accounts.
• Ability to establish and maintain effective customer relationships.
• Account Manager will be responsible for managing and servicing all external accounts and Fleet Management Companies assigned to them as outlined by company policies guidelines and processes.
• Support Customers, Fleet Solutions, Engineering, Purchasing, Installation, with specification and development of vehicles as needed or requested.
• Project Management Responsibilities:
  • Manage all phases of order execution to ensure that orders are executed in a timely manner and all delays are properly documented.
  • Responsible for leading cross functional teams related to specific customers' requests. Assist with trouble shooting and problem solving of day-to- day issues to ensure customers receive specified vehicles in a timely manner.
  • Responsible to verify order accuracy when requested and scheduled completion of orders to meet customer deadlines.
  • Manage all daily exception reports and portal dashboards in accordance with company policies and procedures.
  • Organize and facilitate customer fly-ins, business review meetings and installer site visits as necessary.
  • Must be proactive and willing to follow up on and troubleshoot all customer account issues.
  • Insure that all prototype unit reviews are performed and documented with cross functional teams.
  • Support Fleet Solutions team to insure that quotes are turned around and delivered in a timely fashion and that they match the customer requirements.
  • Manage and execute all assigned tickets in a timely manner as required by published SLAs (Service Level Agreement)
• Work with Director of Fleet Operations on assignments and schedules.
• Assist Engineering and Product Support/Warranty teams with product warranty or safety issues.
• Insure that all design reviews are held and coordinated with all parties when necessary.
• Support Fleet Sales Managers efforts to build effective customer relationships.
• Support company initiatives and goals by executing other duties as assigned.
• Moderate travel to key account customers as necessary.

Performance Measurement:

• Ability to communicate clearly and effectively both externally and internally at high levels. Overall effectiveness in Project Management and the utilization of the Project Management system application.
• Exhibit the ability to clearly and consistently document all important aspects of order execution activity.
• Effectiveness in executing position requirements while staying within company polices, processes and guidelines.
• Effectiveness in supporting improvements in Fleet Operation's measurable metrics:
• Quote turnaround time
• Order Confirmation Time - Order entry versus order receipt time.
• Ticket turn times
• Overall level of customer satisfaction as indicated by customer feedback or surveys.
• Other measurements and metrics will be developed as necessary.

Position Skill or Educational Requirements:

• Four year college degree required or equivalent job experience required.
• Requires experience with Microsoft Office products.
• Use of Microsoft tools or AS400 is a plus.
• Must have excellent problem solving and communication skills.
• Candidate needs to have excellent project management skills and be able to manage multiple priorities in tight time constraints.
• Must have a high level of integrity to adhere to corporate values. Must be very customer focused.

Physical/mental requirements needed to perform the essential functions of the position:

• Job involves sitting and use of computer for extended periods of time throughout the day.
• Normal standing, bending, walking, lifting in an office environment.