Fleet Operations Associate

Percepta•Detroit, MI

1d•Onsite

About The Position

The Fleet Operations Associate performs back-office data management, reporting, and administrative responsibilities while providing first-line customer support by phone and email. Working on-site in close, in-person collaboration with the Ford Core Fleet Team at the Dearborn-Allen Park location, this role is the first point of contact for general fleet inquiries and resolves non-portfolio matters directly when appropriate. The associate supports operational execution and customer inquiries so Core Fleet Team members can prioritize direct management of their assigned customer relationships. The role does not own or manage a customer portfolio. Portfolio-level, contractual, pricing, dispute, or other matters requiring account ownership must be escalated to the appropriate Core Fleet Team member. Percepta describes itself as a customer-loyalty company established in 2000 as a joint venture with TTEC. Its stated values include humility, service, ownership, teamwork, and delivering remarkable experiences. Percepta is an equal opportunity employer and is committed to a diverse and inclusive workforce.

Requirements

High school diploma or equivalent.
3–5 years of experience in a contact center, customer service, or customer experience environment.
Previous administrative or operational support experience.

Nice To Haves

Prior experience in fleet management, data processing, reporting, or a back-office administrative environment.
Experience with CRM systems, particularly Salesforce.
Experience with fleet systems, vehicle administration, Title & Registration, MVR/Safety, or Accident Management.

Responsibilities

Consolidate, maintain, validate, and clean data across fleet systems, including Fleetio, FFM, the TR database, asset inventory, MVR/Safety, and Accident Management files.
Maintain accurate customer asset, vehicle, driver, plate, group, and related fleet data, including required data housekeeping and updates.
Complete fleet administration activities, including missing TR reports, VIN decoding, custom fields, vehicle and driver updates, subscriptions, decommissioning, and group maintenance.
Perform data analysis, reconciliation, and file comparisons across fleet applications.
Generate and distribute recurring and ad hoc reports as assigned by the Ford Core Fleet Team.
Process and track assigned work queues, tickets, open issues, and customer cases through completion.
Provide first-line customer support by phone and email; handle general fleet inquiries and resolve non-portfolio matters when appropriate.
Escalate portfolio-level, contractual, pricing, dispute, and other matters requiring account ownership to the appropriate Core Fleet Team member.