Vehicle Inventory Management Associate

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This highly visible position will work closely with Account Management, the Account Executive and key operational areas and is responsible for 100% client retention. The VIM Associate will build and manage relationships acting as the conduit and advocate executing transactions on behalf of our clients. As a key member of the Wheels client facing team, the VIM Associate will participate in defining, executing, and initiating activities across the organization to assure an exceptional client experience. The role of the VIM Associate is to support and execute the requests of Clients who have contracted for the service of Fleet Administration / Vehicle Inventory Management. The VIM Associate will manage and oversee a Client’s inventory, process assignments and unassignments, will coordinate transportation of vehicles, set up rental vehicles, and provide Client weekly/monthly reporting. In addition, the VIM associate will take lead on Client expansions, downsizings and redeployments. This individual will work with employees, leaders, customers and suppliers at all levels of the organization on a regular basis.

This position requires an individual to be self-motivated, results oriented, energizing, and able to engage in many different activities and projects at the same time. Success depends on building relationships with internal and external customers, while exercising initiative and flexibility. Must be able to work with minimal supervision and prioritize work. The VIM Associate will participate in Client meetings and may be asked to participate in special projects, and other strategic or tactical activities deemed important by Wheels leadership.

The VIM Associate must be able to work in a dynamic and fast paced environment while providing exceptional customer service. Your ability to deliver and execute will help ensure perpetual retention of our clients. Effective management of day to day responsibilities and proper planning and execution ultimately supports our partners in achieving their fleet and business-related objectives.

Key Responsibilities

• Manage drivers in rentals and vehicle surplus to maximize fleet efficiency with an eye on cost containment
• Demonstrate effective ability to navigate within and use applications to execute transactions: Salesforce, VIM Application, CSD, FleetView, P2P Interim Rentals, Client Structure, etc.
• Ensure prompt handling of required tasks
• Interface with client contacts on reporting, roles, issue resolution, trends, recommendations and expectations
• Meets requirement of 100% client retention
• Maintain and keep current Client and transportation company profiles
• Meet monthly KPIs and Client SLAs
• Escalate problem/resolution issues to VIM Supervisor and appropriate personnel accordingly
• Active participant in Client meetings as necessary
• Coordinate/manage necessary repairs with transportation vendor- both mechanical and physical vehicle damage- based on client parameters
• Ensure that units are delivered to drivers in a timely manner and vehicle is delivered in acceptable condition
• Meet VIM responsiveness standards
• Manage client satisfaction by following through on client requests, seeking additional resources as needed
• Keep confidential all information received
• Seek information to determine resolution to client inquiries/issues
• Ensure that driver/fleet satisfaction meets or exceeds expectations
• Other duties as assigned
• Deliver rental, surplus, open/closed request reporting weekly/monthly
• Identify, manage and maintain cycle time commitments inter and intra-departmentally, voice mails, e-mail and Salesforce cases and tasks Backup other VIM Associates as designated by VIM Supervisor and leadership
• Answer the telephone and respond to client inquiries
• Interface with third party transportation and rental vendors
• Meet Client Service and VIM responsiveness standards

Quality

• Maintain execution of processes through process confirmation and verification
• Maintain quality standards and metrics
• Maintain established performance guidelines
• Pro-actively identify client issues and notify VIM Supervisor in a timely fashion

Skills/Competencies:

• Team player
• Responsive
• Strategic Thinking
• Presentations skills
• Excellent customer service/telephone skills
• Resolution Focused
• Organized
• Analytical
• Detail Oriented
• Microsoft (Excel, Word)
• Excellent business writing skills
• Salesforce
• Self-starter, ability to work independently and manage priorities effectively

Education And/or Experience

• College degree preferred /or 3 years Customer Service experience

EEO Statement

Wheels Donlen is a Drug-Free Workplace. All employment is contingent on successful completion of drug and background screening.
Wheels 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. Wheels is committed to taking affirmative steps to promote the employment and advancement of minorities, women, persons with disabilities and protected veterans.