Job Description
Overview:
Under direct supervision, the Fleet Account Management Agent provides world class customer service and operational support for fleet customers and fleet services department, including but not limited to account setup/ maintenance, customer inquiries, price quotations, assisting with sales/ order processing, scheduling installation, shipping and invoice reconciliation. Ensures that fleet services are delivering the most inviting, easy and safe customer experience for tires and wheels purchases.
Essential Duties and Responsibilities:
Qualifications:
Educational Requirements:
Discount Tire provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local law.
Here at Discount Tire, we celebrate the spirit of our people with extraordinary pride and enthusiasm. Our business has been growing for more than 60 years and now is the best time in our history to join us. We are opening more locations every year and we are always looking for qualified individuals to join us in our growth. We are a company that promotes from within, both in our retail and corporate operations.
Under direct supervision, the Fleet Account Management Agent provides world class customer service and operational support for fleet customers and fleet services department, including but not limited to account setup/ maintenance, customer inquiries, price quotations, assisting with sales/ order processing, scheduling installation, shipping and invoice reconciliation. Ensures that fleet services are delivering the most inviting, easy and safe customer experience for tires and wheels purchases.
Essential Duties and Responsibilities:
- Develops and maintains customer relationships utilizing basic Customer Experience Strategy (CES) for Business to Business (B2B) concepts; engages customers in a friendly and professional manner to build trust and respect; delivers the "Unexpected Discount Tire Experience".
- Engages potential and existing fleet customers over the phone to determine their business needs and expectations; determines and documents unique account details such as type of business, number of vehicles, type of vehicles, preferred products/ brands, product restrictions and anticipated sales volume.
- Identifies business challenges including, but not limited to problematic vehicle concerns (i.e. abnormal tire wear); recommends products and service solutions to address customer needs.
- Determines customer needs and expectations; empowers customer with the knowledge and tools necessary to "Select the Right Tire" products for their needs and budget while ensuring that "Our first consideration is the Safety of the Customer".
- Creates and maintains fleet customer account profile/ detail in Customer Relationship Mgmt (CRM) tool, including, but not limited to vehicle VINs, Plate numbers, service records, rebates and special pricing. Supports fleet product/ service purchases by relaying customer account detail directly to stores and validating purchase procedures to ensure a smooth sale process/ experience.
- Addresses, troubleshoots and resolves basic customer/ store inquiries and order issues via phone, email and eCommerce sites; assesses Fleet customers' true needs and makes the best possible recommendation to address those needs; escalates complex inquiries to fleet management. Ensures product inquiries are converted into service opportunities.
- Validates product requirements such as sizing, fitment and safety standards; ensures product recommendations align with industry & company safety standards
- Confirms that consistent fleet product pricing is available in all markets the customer operates; communicates Company's lowest price offer with customers. Offers Refund or Replacement certificate for tire purchases.
- Entrusted to negotiate special pricing, rebates, discounts or adjustments in order to resolve issues and achieve highest level of customer satisfaction.
- Orders tires/ wheels on behalf of the fleet customer; verifies product inventory status, such as product availability, stock level, location and stock replenishment schedule. Determines best method of product delivery for the customer, including but not limited to, special orders, split shipments and drop shipments. Schedules installation as needed.
- Facilitates customer application for business credit line approval; ensures application is completed and sent to Accounts Payable (A/R) for processing.
- Manages basic customer billing disputes; researches and resolves issues in collaboration with stores and accounts receivable; monitors customer charge account activity to ensure product returns or customer re-billing is processed. May monitor newer accounts proactively for consistent pricing/ billing.
- Meets business defined Key Performance Indicators (KPIs)
- Assists employees or customer by answering questions related to Discount Tire Fleet processes, procedures and services.
- Completes work in a timely and accurate manner while providing exceptional customer service.
- Other duties as assigned.
Qualifications:
- Ability to communicate with fleet customers over the phone is necessary. One year sales, sales support or related customer service experience is preferred. Fleet experience is beneficial. Discount Tire/ America's Tire full-time store experience is a plus.
- Automotive, Tire industry or Discount Tire store experience is a plus.
- Basic understanding of products and services the Company offers is necessary.
- Experience with point of service systems is beneficial; Gensis and Evolve preferred.
- Experience with Customer Relationship Management (CRM) database is beneficial.
- Basic understanding of CES lead actions for B2B interactions is beneficial.
- Ability to build professional relationships with customers and cross functional teams.
- This position requires excellent verbal and written communication skills; including attentive and active listening to identify and address the customer's needs.
- Customer service skills, including the ability to manage and respond to different customer situations while maintaining a positive and friendly attitude are essential.
- Must demonstrate strong attention to detail and data accuracy
- Must possess strong organization skills, including the ability to multi-task and manage multiple projects to meet various deadlines in a fast-paced environment
- Ability to identify problems, review information to develop and evaluate options is essential.
- Basic level computer experience, including skills in Microsoft Word and Excel, is necessary.
- The ability to work successfully independently and within a team is necessary.
- The ability to work efficiently under pressure, accurately meet deadlines, present a professional demeanor and work well independently is essential.
- In addition, organizational and problem-solving skills, a can-do attitude, and the ability to adjust to changing requirements are essential.
- Maintaining confidentiality, treating others with respect and upholding Company values are key attributes.
Educational Requirements:
This position requires a high school diploma or GED.
Discount Tire provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local law.
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