• Truck Services Account Manager

    Location US-IL-Bannockburn
    Posted Date 3 weeks ago(3 weeks ago)
    Job ID
    # Positions
    Position Type
    Regular Full Time
  • General Responsibilities

    Position Summary:
    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

    Mandatory Requirements

    Job Functions:
    To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill, and/or ability required.
    - 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
    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

    Preferred Requirements

    Required/Preferred Skills & Training:
    - Preferred - Ability to effectively utilize Microsoft Office applications – Word, Excel, Access and Outlook
    - Preferred - Ability to type 50 works a minute
    - Required - Excellent verbal and written communication skills.  This includes both spoken and written language skills, as well as typing proficiency and includes the ability to spell and utilize grammar correctly.
    - Required - Combination of teamwork and independence.  In this role, you will be a part of a customer service team and also asked to work independently with minimal supervision to accomplish tasks.
    - Required - Strong customer service skills
    - Required - Ability to comprehend the nature of inquiries, outline next steps and achieve prompt and successful results
    - Required - Ability to multi-task, prioritize and manage time well
    - Required - Self-motivated
    - Required - Excellent problem solving ability
    - Required - Detail oriented
    - Required - Ability to excel in a fast-paced environment
    - Required - Possess and ability to further develop interpersonal skills to include ability to interact with personnel at all levels
    EEO/AA: Females/Minorities/Disabled/Vets

    EEO Statement

    Hertz 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. Hertz 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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