Fleet Account Mgmt Agent

Discount Tire-posted 10 months ago
Full-time • Entry Level
Phoenix, AZ
Motor Vehicle and Parts Dealers
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Here at Discount Tire, we celebrate the spirit of our people with extraordinary pride and enthusiasm. Our business has been growing for more than 60 years and now is the best time in our history to join us. We are opening more locations every year and we are always looking for qualified individuals to join us in our growth. We are a company that promotes from within, both in our retail and corporate operations. Under direct supervision, provides world class customer service and operational support for fleet customers and fleet services department, including but not limited to account setup/ maintenance, customer inquiries, price quotations, assisting with sales/ order processing, scheduling installation, shipping, and invoice reconciliation. Ensures that fleet services are delivering the most inviting, easy and safe customer experience for tires and wheels purchases.

  • Develops and maintains customer relationships utilizing Customer Experience Strategy (CES) for Business to Business (B2B) concepts.
  • Engages potential and existing fleet customers over the phone to determine their business needs and expectations.
  • Documents unique account details such as type of business, number of vehicles, type of vehicles, preferred products/ brands, product restrictions and anticipated sales volume.
  • Identifies business challenges including problematic vehicle concerns and recommends products and service solutions.
  • Empowers customers with knowledge and tools necessary to select the right tire products for their needs and budget.
  • Creates and maintains fleet customer account profile/ detail in Customer Relationship Management (CRM) tool.
  • Addresses, troubleshoots, and resolves customer/ store inquiries and order issues via phone, email and eCommerce sites.
  • Validates product requirements such as sizing, fitment, and safety standards.
  • Confirms that consistent fleet product pricing is available in all markets the customer operates.
  • Negotiates special pricing, rebates, discounts, or adjustments to resolve issues and achieve customer satisfaction.
  • Orders tires/ wheels on behalf of the fleet customer and verifies product inventory status.
  • Facilitates customer application for business credit line approval.
  • Manages customer billing disputes and monitors customer charge account activity.
  • Owns and manages a book of business through constant communication with customers.
  • Meets business defined Key Performance Indicators (KPIs).
  • Assists employees or customers by answering questions related to Discount Tire Fleet processes, procedures and services.
  • Completes work in a timely and accurate manner while providing exceptional customer service.
  • Ability to communicate with fleet customers over the phone is necessary.
  • One year sales, sales support or related customer service experience is preferred.
  • Fleet experience is beneficial.
  • Basic understanding of products and services the Company offers is necessary.
  • Experience with point of service systems is beneficial; Genesis and Evolve preferred.
  • Experience with Customer Relationship Management (CRM) database is beneficial.
  • Ability to build professional relationships with customers and cross functional teams.
  • Excellent verbal and written communication skills.
  • Customer service skills, including the ability to manage and respond to different customer situations.
  • Strong attention to detail and data accuracy.
  • Strong organization skills, including the ability to multi-task and manage multiple projects.
  • Ability to identify problems and evaluate options.
  • Basic level computer experience, including skills in Microsoft Word and Excel.
  • Ability to work successfully independently and within a team.
  • Ability to work efficiently under pressure and meet deadlines.
  • Maintaining confidentiality and treating others with respect.
  • Automotive, Tire industry or Discount Tire store experience is a plus.
  • Additional college level business related classes are beneficial.
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