USACares Jobs

Job Information

The Hertz Corporation Customer Expereince Truck Account Manager in Bannockburn, Illinois

General Responsibilities


The Customer Experience Account Manager will manage a portfolio of customers and be responsible for fulfilling customers’ requirements and expectations while working cross functionally within Donlen. Account Manager is the primary contact for our customers who have company vehicles matters related to the administration of the Corporate Fleet policy. This position will have significant interactions within the customer’s company structure: finance, human resources, risk management, account payment and all levels of field operations and senior company executives. 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.

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.

  • Train and guide customers on utilizing our interactive fleet platform.

  • Serve as an escalation point for issues that impact the customer’s success

  • Strong analytical/logical skills to gather and organize complex data and provide appropriate solutions to our customers.

  • Clearly communicate recommendations to customers and across the organization

  • Take ownership of customer issues until closure

  • Build and maintain strong relationships with multiple key contacts within your assigned customer portfolio

  • Closely manage and nurture accounts to identify and eliminate risk of attrition

  • 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.

Mandatory Requirements

Essential Requirements

  • 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.

Preferred Requirements

  • Fleet Management experience a plus

  • Truck fleet management with DOT and Regulatory Compliance experience a plus

  • TMI or CTP certification 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 and or Remote Work

EEO Statement

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.

Location US-IL-Bannockburn

Posted Date 2 weeks ago (10/5/2020 4:03 PM)

Job ID 194433

# Positions 1

Division Donlen

Position Type Regular Full Time