Holman is a global automotive leader that serves both commercial and consumer clients The Holman Way by always doing the right thing for our people, our customers, and the community since 1924. The Holman story began nearly a century ago as a single Ford dealership in New Jersey. Today, Holman, headquartered in Mount Laurel, New Jersey, is one of the largest family-owned automotive service organizations in North America with more than 6,500 employees across North America, the UK, and Germany. Holman delivers a unique range of automotive-centric services including industry-leading fleet management and leasing; vehicle fabrication and upfitting; component manufacturing and productivity solutions; powertrain distribution and logistics services; commercial and personal insurance and risk management; and retail automotive sales as one of the largest privately owned dealership groups in the United States. Guided by its deeply rooted core values and principles, Holman is continuously Driving What’s Right. Holman est un leader mondial de l'automobile qui sert à la fois des clients commerciaux et des clients consommateurs. Depuis 1924, Holman a toujours fait ce qu'il fallait pour ses employés, ses clients et la communauté. L'histoire de Holman a commencé il y a près d'un siècle avec une seule concession Ford au New Jersey. Aujourd'hui, Holman, dont le siège social se trouve à Mount Laurel, au New Jersey, est l'une des plus grandes entreprises familiales de services automobiles en Amérique du Nord, avec plus de 6500 employés en Amérique du Nord, au Royaume-Uni et en Allemagne. Holman propose une gamme unique de services centrés sur l'automobile, notamment la gestion et la location de parcs automobiles, la fabrication et l'aménagement de véhicules, la fabrication de composants et les solutions de productivité, la distribution de groupes motopropulseurs et les services logistiques, l'assurance commerciale et personnelle et la gestion des risques, ainsi que la vente d'automobiles au détail en tant que l'un des plus grands groupes de concessionnaires privés des États-Unis. Guidée par ses valeurs et principes fondamentaux profondément ancrés, Holman est continuellement en train de conduire ce qui est juste. Job Inputs: Investigate and provide resolution to client issues, log all inquiries and summaries of issue and resolution. Proactively identify areas of opportunity for client by monitoring trends, data, etc. Manage client relationship, ensures timely customer responses, collaborates with internal teams, and supports process improvements within established service standards Take ultimate ownership of client relationships, understanding their strategic priorities and how our fleet services impact their organization. Provide prompt responses to internal and external customer inquiries in accordance with established service delivery metrics, goals, and standards. Work cohesively with Client Administrators, teammates, and internal contacts to create a consistent and customer-friendly environment. Proactively engage with clients to influence decision-making processes through strategic recommendations and creative solutions. Properly manage customer service escalations from intake through resolution, ensuring thorough tracking, follow-up and client satisfaction. Identify and propose process improvements to enhance efficiency and effectiveness within company workflows and operations. Understand client data, assist in reporting development, and monitor key performance indicators (KPIs) to track client success and identify improvement opportunities. Provide strategic solutions and recommendations to address client challenges and optimize service delivery, partnering with internal subject matter experts (SMEs) as deemed required. Maintain proactive communication with clients, providing regular updates on open items and addressing client concerns promptly. Demonstrate a comprehensive understanding of company products, services, and offerings to effectively support client needs and initiatives. manage relationships with large and complex clients, ensuring high levels of satisfaction and retention. Occasionally travel to client sites or industry events as required to support client relationships and business objectives. Perform all other duties and special projects as assigned Education and/or Training: Bachelor’s degree in Business Administration, Communications, or equivalent work experience required Additional education, certifications, or experience are favorable Proficient in various desktop tools including Microsoft Office programs (i.e. Outlook, Excel, Word, PowerPoint, Project, Visio, SharePoint etc.), with a strong emphasis on Excel skills Familiarity with virtual office technology and equipment such as Zoom, Microsoft Teams, and other collaboration tools is preferred Relevant Work Experience: 2+ years Account Management or Customer Relationship Management experience required. Proven track record in reviewing and improving processes, methods, and tools to enhance efficiency, accuracy, and security Proficiency in a technical or functional area; knowledge of work processes and tools generally pertains to the candidate's own area of responsibility or department Planning/Organizing/Managerial Knowledge: Proactive, organized approach to multitasking and prioritization Effectively manages time and consistently meets deadlines with some guidance from leadership Demonstrates accuracy, thoroughness, and effectiveness within their work Demonstrates attention to detail and commitment to delivering quality products and communications Adjusts quickly to new or changing assignments, processes and people Displays professionalism and remains composed when faced with challenges Learns from experience; modifies behavior to be more effective Recognizes one’s own strengths and opportunities for growth Uses existing procedures to solve routine or standard problems; applies some degree of judgement and discretion Applies basic knowledge of theories, practices and procedures to complete assigned work Decisions are guided by policies, procedures and business plan; receives some guidance and oversight from manager Business acumen and strong desire to understand clients’ businesses and needs. Must possess strong interest in learning new technologies, concepts and best practices to aid in developing client strategies. Professional presence and ability to liaise with all levels of internal and external management, including executive leadership; in-person and remotely. Action-oriented with the drive to take initiative and accountability for decision-making. Initiative to work independently and multi-task while managing varying client/departmental priorities Communicating & Influencing Skills: Strong verbal and written communication skills Strong interpersonal and customer service skills Ability to express information and ideas in a clear and organized manner Gathers, clarifies, and applies information to provide timely and effective responses to the needs of both internal and external customers Takes personal responsibility for customer satisfaction and loyalty Works independently or with others within own area or department to achieve team goals Offers support to other team members; follows through on any and all commitments Applies emotional intelligence in responses and reactions Demonstrates consistency between words and actions Listens openly and carefully to others’ ideas and suggestions; respects opposing points of view Consistently earns trust, loyalty and respect of others Experience in building relationships with customers Superior active listening skills to identify client needs or opportunities Excellent presentation skills and verbal/written communications Problem Solving: Handles escalations and client inquiries, indirectly impacting project timelines and client satisfaction through prompt issue resolution Assets: Places new vehicle orders on behalf of Holman customers. The planning and execution of this responsibility requires a high level of detail, process management and quality assurance Outputs: Foster strong, trusting relationships with clients through proactive communication and understanding of their needs; ensure timely responses and resolution of client inquiries and concerns and adhere to established service delivery standards and expectations. Develop a deep understanding of clients' strategic priorities and align company services to meet those goals effectively; demonstrate empathy and responsiveness to client challenges and opportunities. Collaborate effectively with Client Administrators, teammates, and internal stakeholders to ensure seamless service delivery to contribute to a positive and collaborative work environment. Offer strategic recommendations and innovative solutions to influence client decision-making positively; anticipate client needs and challenges, providing proactive support and guidance. Handle escalations with professionalism and urgency, ensuring thorough resolution and client satisfaction; maintain detailed records and follow-up procedures throughout the escalation process. Continuously evaluate workflows and operational processes to identify opportunities for efficiency and effectiveness improvements; actively participate in process improvement initiatives and contribute valuable insights. #LI-MG1 #hybrid Pay: We offer competitive wages that are commensurate with job-related skills, experience, relevant education or training, and geographic location, starting in the range of $61,520.00 - $89,205.00 CAD annually for full time employees. The annual compensation range is comprised of base pay earnings. At Holman, we exist to provide rewarding careers and better lives for employees and their families. We hire, train, empower, and reward exceptional people. Our journey is guided by our desire to get it right every time and the acknowledgement that we have an opportunity to be better. To be better, we have to do better, and to do better we must know better. That’s why we are listening, open to learning new things – about ourselves and each other. We will never stop striving for improved diversity, equity, and inclusion because we are successful together when we feel trusted and supported. It’s The Holman Way. Holman is a proud equal opportunities employer and we are committed to creating a welcoming, inclusive and barrier-free workplace. We are committed to providing accommodations to all applicants throughout the interview process, upon request, in all aspects of the selection process. We employ artificial intelligence (AI) technology as part of our recruitment process to enhance efficiency and objectivity. At Holman, we do business The Holman Way by doing the right thing for our employees, our customers, and the community. We are a global automotive leader with more than 6,500 employees across the world delivering exceptional fleet leasing and management services, van and truck productivity solutions, vehicle fabrication and upfitting, powertrain component distribution, automotive retail sales and service experiences, insurance and risk mitigation, and automotive-centric innovative solutions. Headquartered in Southern New Jersey since 1924, we’re looking for talented individuals to join our Great Place to Work certified culture and drive another century of success built on investing in people. Apply today and see why life is better The Holman Way.
