By utilizing various communication methods and follow-up tools both internally and externally, ensure out of stock vehicles are delivered to end users road ready and as quickly as possible. The position requires strong verbal and written communication skills, strong excel skills, close attention to detail, outstanding organizational skills, and an excellent understanding of departmental interdependencies and the various operating systems across the organization. When issues arise, the employee is expected to escalate to the appropriate operating area and follow through to resolution.
Key Responsibilities
Following up on factory order deliveries with our partner dealerships.
Improve customer satisfaction by identifying and addressing issues proactively and escalating as necessary.
Meticulously maintain data and notes internally to ensure customer reporting is clear and easy to understand
Support department KPI's and initiatives around delivery date follow-up for both Out of Stock and factory orders
Use reports and dashboards to proactively identify exceptions and potential issues
Develop and maintain strong working relationships both internally and externally
Work directly with the various dealer contacts to resolve all delivery related issues, following thru to completion.
Assist with special projects as necessary
Provide expertise to IT in creating new applications as well as enhancing existing applications by assisting with with rule development, formatting and testing
Continually look for ways to improve departmental processes through enhancements and creation of new applications
Develop communications for internal and external customers that are easily understood
Back up and support team members
Provide training for new employees and the client contact areas
Assist and support the VOA department
Other duties as assigned
Skills and Competencies
Self-starter
Strong focus on customer service
Ability to use multiple resources and systems to draw conclusions and resolve issues
Strong oral and written communication skills - including the ability to interact with internal and external clients and vendors at multiple levels.
Detail oriented
Process oriented
Excellent organizational and time management skills
Ability to meet deadlines, function under pressure and adjust to changes in priority
Understanding of general office practices
DESIRED BEHAVIORS
Takes Ownership
Team player
Responsive
Lead by example
Cooperative
Results oriented
Quality driven
Maintains confidentiality
Facilitator
Flexible
Education and Experience
Minimum 3 years business experience and/or college diploma
Prior Fleet Management experience required.
Previous customer service/call center experience required.
Wheels five skilled DSA experience a strong plus.
PHYSICAL DEMANDS
General office - regularly talk and listen
Be able to use PC and keyboard
Move throughout the department and building
EEO Statement
Wheels is a Drug-Free Workplace. All employment is contingent on successful completion of drug and background screening.
Wheels 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.
