Job Description
Primary Purpose
To build, manage relationships with regional customers and ensure all operational, contractual obligations, compliance and Service Levels Agreements are always met.
Minimum Requirements
Qualifications
- Matric with Fleet Administrative experience
- Fleet Management Diploma (Ideal)
- Marketing or Sales Diploma or degree (Ideal)
- Previous client relationship management
Experience
- 3 – 5 years’ experience within the Fleet industry, preferably within Leasing Environment and knowledge of the Road Traffic Act
Duties and Responsibilities include but not limited to:
FINANCE
Revenue Protection
• Scrutinize CIS monthly to ensure all units on lease correctly billed to customers
Revenue Generation
• Identify new and additional initiatives within the scope of the contract
Debtors Management
• Improved Debtors Age collection rate, no invoices older than 60 days
• Ensure GRVs are issued for all outstanding invoices (revenue assurance)
CUSTOMER CENTRICITY
Customer Service Excellence
• Relationship management and building
• Accurate and timeous reporting in line with contract requirements
• Ensure customer requirements are attended to and action timeously.
• Logging of activity on relevant CRM tool
• Compulsory monthly business reviews.
Service Level Agreement
• Work closely with all internal stakeholders to ensure the Bank is achieving the minimum 95% target.
Query Resolution
• Maintain constant communication for quicker resolution times
• Manage escalated queries and resolve timeously
• Acknowledge customer communication within 8hrs of receipt
Know Your Customer
• Customer information must be always updated
Customer Queries
• Timeously resolve all customer queries
Customer Complaints
• All complaints logged and resolved within 48 hours with feedback to customers
OPERATIONAL EXCELLENCE
Replacement Plan
Actively manage the Vehicle Replacement Program:
• Timeous quoting
• Customer consultation to ensure the asset specification is correct for the application of the vehicle.
• Ensuring that all quotes are processed timeously to procurement for asset ordering.
• Ensuring the accurate and timeous approval of quotes
• RFQs must be loaded on MS Teams Tool
• Manage order status.
• Provision of quotes within 5 working days within the SLA
• End of Contract management
Contract Management and Reporting
• Timeous Report submission
• Manage client fleet utilization and restructure
• Facilitate adhoc requests
• No STR extension past 12 months
• Managed utilization in line with contracted parameters
• Support MMU in managing outstanding POs
• Manage ETA and delivery of new vehicles with internal stakeholders
• Preparation of monthly customer reports for discussion
Compliance
• Obtain BRN/Proxy documentation on a quarterly basis
• Ensure all license discs are obtained and delivered to customers before expiry
Odometer Readings
• Preparation and presentation of monthly odo file in time for running of variable billing
LEARNING AND GROWTH
PDP and Training
• Have a formal PDP and proactively manage
• Achievement of objectives/milestones set out in the development plan
• Contribute to overall team outputs
• Identify any training needs
• No outstanding compulsory training
Employee Net Promoter
• Level of satisfaction by employees