At Custom Fleet, we've been using our smarts to make the complex simple for over 40 years. It's the driving force that continues to make us the fleet and leasing leader in Australia and New Zealand today.
When you join Custom Fleet, you're joining a business that is Going Places. With us, what you do and who you are matter. Being part of our diverse crew means you'll feel welcome, empowered and have lots of fun celebrating our success (and that sure does feel good!). We are a crew of accountable go‐getters on a journey of continuous improvement – we collaborate and support each other, working hard to win for our customers, for our business and for each other. While winning isn't everything, we are proud of our success and love it when we reach the #1 spot.
ABOUT THE ROLE
We are seeking an Account Manager who is passionate about the fleet industry, customer service and is results‐orientated. This role is focused on providing outstanding service to several high‐profile customers. The ideal candidate will be part of a supportive team who share a passion for quality, performance and overall customer satisfaction.
• Execute and prioritise daily enquiries, complex or routine, in accordance with clients' policies, procedures and priorities (including, but not limited to: quoting, ordering, tolls, infringements, registration enquiries, inventory management, client updates, reporting and project management). • Apply knowledge and understanding of assigned client business and fleet requirements – including the programs they subscribe to, pricing templates, fleet policy and ordering profiles. • Collaborate with other departments including TPE, Strategic Consulting, Pricing, Risk and Accident Management to deliver seamless client experiences. • Act as the initial point of contact for customer issues and collaborate with internal stakeholders to ensure resolution and the best client experience. • Build relationships as an effective business partner, providing back‐up to other Account Managers in support of their assigned portfolios during absences from work or other circumstances as required. • Ensure compliance with KPIs and SLAs with customers, suppliers and internal stakeholders. • Support Relationship Managers in driving profitable volume growth through effective ARP (Asset Replacement Plan) management, identification and delivery of volume growth and product opportunities, including Telematics, Novated Leasing (AU), Accident Management, Tyres and Maintenance, and EVs. • Assist Relationship Managers in closing growth and retention opportunities, ensuring more time for Relationship Managers to be in the field. • Manage lease term deviations (modifications) to ensure vehicle utilisation is maximised with minimal over‐ and/or under‐utilisation of vehicles. • Deliver best‐in‐class service to delight and retain existing and prospective customers, demonstrated through improved NPS. • Foster improved cross‐department collaboration and communication to create better customer outcomes.
Other duties
• Develop and maintain a network of internal resources across functions. • Work closely with counterparts to ensure that best practices are shared and implemented. • Build customer and supplier networks, representing Custom Fleet at industry events. • Ensure on‐time delivery of customer reporting and assist with Fleet Office training for customers. • Enhance our Environment, Social and Governance agenda to make a difference in sustainability, diversity and inclusion, satisfaction and safety.
EDUCATION & EXPERIENCE
Ideally 2 to 5 years of relevant Customer Service / Account Management experience, with a track record of building and maintaining trusted customer relationships. Experience working with internal stakeholders on proposals and issue resolution. Successful record of contributing to optimisation and growth of existing customer accounts. Strong needs‐identification skills; able to ensure customers' real needs are addressed. Operational Excellence – accountable for driving operational excellence, with a strong understanding of required processes. Intermediate to Advanced proficiency in Microsoft PowerPoint, Word and Excel.
Other
Strong business communication skills; able to simplify complex concepts for different audiences. Matrix management experience: able to manage the flow of information across the company to facilitate quick decision‐making and support the sales process. Product knowledge – has pursued, developed and applied knowledge of company products; understands key points of differentiation and competitive advantage between company and competitor products by applying business, technical, industry and competitor knowledge during the sales process.
ABOUT YOU
• Manages complexity – Makes sense of complex, high‐volume and sometimes contradictory information to effectively solve problems. • Customer focus – Builds strong customer relationships and delivers customer‐centric solutions. • Action oriented – Takes on new opportunities and tough challenges with urgency, high energy and enthusiasm. • Plans and aligns – Plans and prioritises work to meet commitments aligned with organisational goals. • Ensures accountability – Holds self and others accountable to meet commitments. • Collaborates – Builds partnerships and works collaboratively with others to meet shared objectives. • Communicates effectively – Develops and delivers clear, multi‐mode communications that convey an understanding of different audiences' needs. • Instills trust – Gains the confidence and trust of others through honesty, integrity and authenticity. • Situational adaptability – Adapts approach and demeanour in real time to match shifting demands.
Other
Business insight – Applies knowledge of business and the marketplace to advance organisational goals. Interpersonal savvy – Relates openly and comfortably with diverse groups of people. Builds networks – Effectively builds formal and informal relationships inside and outside the organisation.
FOR YOU
We offer industry‐leading Custom Perks including:
* Annual performance bonus.
* Take 5 program – potential to earn an extra week of annual leave.
* Collaborative hybrid work environment – 3 days in office.
* Company‐funded social events.
* Dress‐for‐your‐day policy.
* Intersection – our Diversity Network.
* Cultural leave swap.
* Ongoing investment in your growth including access to our digital learning platform – Degreed.
* Reward and recognition programs.
* Volunteer and community engagement opportunities.
* Wellbeing leave.
HOW TO APPLY
Please submit your resume and cover letter by clicking Apply Now.
At Custom Fleet, we are committed to growing a team made up of diverse people, skills and experiences. We encourage applications from all backgrounds, communities and industries.
OUR DIVERSE CREW
Research shows that women and people from diverse backgrounds are less likely to apply for roles if they don't meet every qualification. If after reading this you're not sure you tick every single criterion but have the passion to get behind our Ways of Working, we think you should click that apply button anyway.
We're passionate about building a diverse and inclusive team, and love hearing from people like you! If you have a disability that requires support (including an alternate job ad format, interview arrangements or adjustments), please let us know by emailing our recruitment team at careers@customfleet.com.au or call our Customer Service Team on 1800 812 681. They will take your details and arrange for a return call from a member of the Talent Team.
UNLAWFUL CONDUCT COMMITMENT
Custom Fleet is dedicated to maintaining a culture of respect with zero tolerance of discrimination, harassment and victimisation. We are committed to eliminating unlawful conduct in the workplace and upholding the highest standards of ethical behaviour and compliance with applicable laws and regulations.
Our careers team and hiring leaders kindly request no unsolicited resumes or approaches from recruitment agencies. Custom Fleet is not responsible for any fees related to unsolicited resumes.
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Your application will include the following questions:
* How many years' experience do you have in a client services / account management role?
* How many years' experience do you have as an account manager?
* Do you have experience in a role which requires relationship management experience?
* Which of the following statements best describes your right to work in Australia?
* Which of the following Microsoft Office products are you experienced with?
* How many years of recruitment experience do you have?
* Do you have customer service experience?
* What's your expected annual base salary?
Vehicle Rental & Removalists 101‐1,000 employees
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