Customer Operations Executive Placement
Primary Purpose of the Job
VWFS:Fleet manage a portfolio of multi-marque vehicles leased on Contract Hire to Corporate fleet customers. Customers are segmented as A+ ‘Strategic’ or A-E dependant on size of their Fleet. Every customer is important to us.
We value every interaction, as the way we respond to their requests and issues will determine whether we maintain this market share, generate renewal business and win new business opportunity. Any leasing company can win and fund vehicles on contract hire, it’s how we manage these relationships which decides whether they stay with VWFS or move to another leasing company when their contract ends.
This role will support the Fleet Sales Support and Purchasing team functions to provide support to customers requesting Quotations, Orders, deliveries or in life queries throughout the lifecycle of their contract.
You will provide first class customer service, working alongside the external sales team to provide business updates and spot business opportunity. Supporting our Corporate Sales and Account Managers, you will produce Tenders, Rate Books and individual vehicle quotations. When we win business you will place orders, manage the lifecycle of the customer’s contract, including all customer dissatisfaction and end of contract disputes quickly, and provide an amicable outcome.
Working to strict SLAs for each customer type, you will ensure all processes are managed effectively.
Main Responsibilities
Reporting to the Purchasing and Sales Support Team Managers, the role holder will be responsible for a daily caseload of customer and stakeholder queries.
* Communication with VWFS | FLEET Customers and Vehicle Suppliers to identify vehicle requirements
* Support customer requirements for non-standard product; vehicle conversions, sign writing and other bespoke requirements
* Generation of quotations, preparation of sales proposals and progressing of signed orders weekly, all within strict SLAs whilst keeping systems and customers updated to ensure we win and retain VWFS: Fleet business
* Liaison with Retailers (including nominated retailers); VOLKSWAGEN AG brand and multi-marque manufacturers to obtain and provide customer quotations for a wide range of vehicles to include Discounts, Cost of Funds and Brand margins.
* Liaison with Retailers (including nominated retailers); issuing vehicle purchase orders via Ebbon Dacs
* Liaison between dealer and customer to arrange new vehicle deliveries
* Payment of supplier vehicle invoices
* Complete work allocations, prioritised by the Team Manager or Senior Sales Support / Purchasing Executives
* Management of all customer Master Lease Agreements and Novation related documentation
* Responsible for a wide range of administrative duties and inter departmental liaison
* Support all queries for A-E rated Customers
* Management of all customer issues, dissatisfaction and end of contract disputes, to maintain the relationship with all A-E rated customers.
* Termination of all A-E rated customer contracts
* Provide support to the Corporate Sales Managers (CSM’s) and Account Managers to aid sales growth and spot opportunity
* Proactively manage the Dehire report, ensuring contracts are extended or vehicles are booked in for Inspection/Collection
* Provision of bespoke customer reporting – Rate Books and Tender documentation to win new business.
* Review processes and identify potential improvements
* Management of any strategic business projects
* Assist in the development and delivery of training activity for new projects and process changes to ensure new ways of working are embedded
Opportunities
* Work closely and manage relationships with the VWFS | Fleet Sales and Account Management Teams.
* Attend customer site visits with external Account Managers.
* Represent VWFS | Fleet to prospective customers; showcase our systems and processes and be the named contact for that client.
* Work closely with the Multi-Marque providers outside of the VWG Brands.
* Attend industry and company hosted events (Company car in actions, Commercial Vehicle Show, Ride and Drive etc.)
* Shadow and be mentored by established Fleet and Retail industry professionals for self-development
Skills and Experience
* Well-developed communication skills – verbal and written
* Self-motivated, ability to work on own and as part of a team
* Excellent organisational skills and ability to use own initiative through creative thinking, problem solving and critical analysis
* The ability to work under pressure to meet demanding deadlines
* Demonstrate high levels of accuracy and attention to detail
* Advanced PC literacy – Microsoft office skills especially Excel for reporting requirements
* Ability to present findings back verbally in addition to written reports / presentations
* Provide excellent customer service
Principal Contacts / Working Relationships
* Daily / weekly contact with Team Managers to identify priorities
* Work with Senior Executives to understand key processes and customer escalations
* Internal Fleet departments; Fleet Finance Operations, Pricing, Sales and Marketing, Fleet Maintenance and Fleet Supply
* Other supporting departments amongst VWFS; Asset Risk, Special Lending Unit (Credit), Risk and Controlling
* Dealerships / Brands – Daily contact around Orders and Order Status
Decision Making Scope
This role has lots of autonomy and scope to manage own workload and identify solutions to problems. The post holder will discuss courses of action among other alternatives with the Team Manager.
Key Challenges
* Broad range of complex queries
* New product launches / price increases
* Challenging deadlines / processes and SLA’s
* Pricing discrepancies and quote matching
* Manage all customer dissatisfaction for A-E rated customers (A+ customers to be handed off to the Internal Account Manager or Team Manager assigned to that account).
* Management of dealer interactions
Education, Training and Experience
* This undergraduate role requires analytical and problem solving skills to be able to provide reporting and insight.
* High quality customer service.
* The experience you will gain from this role will be transferrable to any other business.
Skills and Personal Characteristics Required
* Ability to work as a team
* Inquisitive; confidence and ability to question existing approaches and think outside of the box to explore new ways of working
* High level of time management and organisational skills
* Provide excellent customer service with a degree of empathy and understanding
* Attention to detail with a high degree of accuracy and ability to work under pressure
* Ability to communicate effectively and confidently
* A proactive and flexible approach with the ability to react appropriately and effectively to changing circumstances and demands
* IT literate with the ability to grasp new systems
Career Path
Equivalent jobs which could constitute lateral moves:
Purchasing Advisor, Sales Support Executive
On leaving this job, a job that would be considered a promotion is:
Senior Purchasing / Sales Support Executive, SME Central Sales Executive, Internal Account Manager.
How to apply
To apply for this role and to find out more, please click on the apply button.
Please note that applications may close before the application deadline, so apply early to avoid disappointment.