Sr. B2B Fleet Guide

Rivian•Normal, IL

6d•Onsite

About The Position

Customer Service is at the forefront of how we create intuitive, innovative, and memorable moments that our customers will love. This role requires a high level of energy, initiative, and deep understanding of a B2B Fleet customer's journey. As a B2B Fleet Guide, you will work with both large and small fleet customers from moment of order to moment of delivery. This position has a direct impact on experience as fleet owners prepare to take ownership of their new vehicles. To be successful in this role, you must have a customer-first approach, thrive in ambiguous and unexpected environments, tackling all challenges with a positive mind-set and in a timely manner. We’re looking for someone who is excited to take every opportunity to over deliver when it comes to delighting and interacting with our B2B Fleet customers. Day-to-day responsibilities will include tracking and supporting the progression of your customers through transactions to prepare for delivery. You will leverage our CRM system along with our project tracking tools to guide your customers through order creation, profile completion, compliance of state and country specific requirements, and partnering with Rivian field team resources to schedule deliveries based on the unique needs of each customer’s fleet.

Requirements

2+ years’ experience in customer service or hospitality experience at a top tier, premium brand (auto or EV a plus). B2B customer experience preferred
High School Diploma or GED required
Must be at least 21 years of age
Ability to work a flexible schedule to support customers on nights, weekends and/or holidays; ability and willingness to travel based on business needs to support other market launches and operations
Working knowledge with computers and software including Google and Microsoft Programs with the ability to effectively navigate internal business platforms
Proficiency in utilizing Salesforce CRM to manage customer interactions and data.
Adaptable to a fast-paced and constantly changing environment
Ability to multitask and prioritize tasks based on level of importance and urgency
Ability to work autonomously and consistently with limited direction
Excellent written and verbal language skills in English, bilingual a plus
Ability to see, read and interpret documents such as governmental regulations, safety rules, operating and maintenance instructions or schematics
No drug or alcohol related driving incidents in the last 3 years; No more than 1 serious moving violation in the last 3 years; No driving related suspensions or revocation of Driver License within a 3-5 year period. Will be subject to continuous Motor Vehicle Record (MVR) monitoring
Ability to obtain and maintain local sales licenses if applicable in your state/province
Must have or be eligible to obtain a notary license

Responsibilities

Supervise and oversee a pipeline of both large and small fleet customers while maintaining a precise and streamlined transaction and delivery process
Provide exceptional quality of service during every interaction with our customers, while paying close attention to sentiment
Proactively support the customer throughout the transaction process, including but not limited to financing, insurance, delivery details, and scheduling delivery
Anticipate potential customer issues or challenges and take proactive measures to address them
Delivery scheduling and partnering with Field Delivery teams
Build rapport and learn how to support each B2B customer, meeting their needs and ensuring they are set up for success for all current and future orders
Track and complete all tasks on behalf of assigned customers to provide an exceptional purchase within SLA timeframe to meet daily, weekly, monthly, and quarterly delivery targets
Collaborate with multiple cross-functional teams to validate vehicle, customer, and deal readiness
Work with registration partners to stay up to date on state and country-specific registration and compliance changes to effectively communicate registration needs to customers
Utilize effective de-escalation techniques to diffuse tense or difficult customer interactions
Document information and guarantee data integrity in our CRM and alternate platforms
Fulfill additional assignments and responsibilities as instructed by the leadership team