Truck Services Account Manager

Mississauga ON
30+ days ago

Job Description

General Responsibilities:
Donlen is the fleet industry’s most customer-centric and technically-integrated provider of financing and fleet management solutions. Donlen develops innovative fleet management technology solutions and offers a proactive, hands-on approach to customer service. For more than 50 years, Donlen has empowered its customers to focus on their core business and drive continuous improvement in their fleet’s operational and financial performance. Donlen is headquartered in Bannockburn, IL. For more information about Donlen’s best-in-class fleet management solutions, visit

The Truck Services Account Manager is responsible for providing account management for a dedicated portfolio of Truck Services customers with a focus on building a strong relationship through proactive, predictive and consultative customer service. This will be accomplished through exceptional customer service when addressing day-to-day questions, issues and requests. The Account Manager is the liaison between the customer and Donlen on all matters. Environment is fast paced requiring an individual who can manage and easily transition between multiple tasks and priorities.

Job Functions:

  • Provide proactive and thoughtful account management
  • Manage communications with customers
    • Maximize time available to take incoming calls – calls are to receive the highest priority
    • Enter all communications into CARE
    • Track all communications through to successful and prompt completion
    • Escalate issues that are not able to be promptly and successfully resolved with particular emphasis on complaints or issues that may impact other customers (especially recurring issues)
  • Work with AE’s/Sales/Donlen Management to manage, develop and expand the relationship with the customer - to include managing the customer’s expectations
  • Maintain a professional positive working relationship with all internal Donlen operating departments to ensure customer satisfaction support
  • Initiate regular proactive calls to customers to identify and address issues in early stages
  • Promote ancillary services to include vehicle acquisitions
  • Learn and maximize utilization of Donlen systems and reporting capabilities to include subscription reporting
  • Provide extensive support to the new account and new program set up process to include interacting with all functional areas of Donlen on the customers behalf
  • Develop, maintain and enhance customer profiles for each customer focusing on unique service requirements/expectations
  • Develop and enhance working knowledge of all Donlen operational departments as outlined below along with the following truck specific items:
    • Customer Service (to include New Account Setup-NAS)
    • Fleet Management Services (FMS) to include all Ancillary Programs
    • Vehicle Acquisition Services
    • Vehicle Registration Services
    • Vehicle Remarketing Services
    • Accounting/Finance/Treasury
    • Strategic Consulting
    • DOT Compliance
    • Regulatory Compliance
    • Support team members to include assisting with training
Essential Requirements:

Education & Experience:

  • Bachelor’s (B.A.) degree from 4 year college or university – Business or Automotive related or 2 –5 years related experience or equivalent combination of education and experience
  • Customer service experience desired
  • Truck/upfitting specifications and/or truck maintenance experience desired

Certifications, Licensees or Registrations Required/Preferred:

  • Level I FleetWeb certification (internal) required
  • ASE or TMI Certifications a plus
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.


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