Job Description: JOB OVERVIEW By utilizing various communication methods and follow-up tools both internally and externally, ensure out of stock vehicles are delivered to end users road ready and as quickly as possible. The position requires strong verbal and written communication skills, strong excel skills, close attention to detail, outstanding organizational skills, and an excellent understanding of departmental interdependencies and the various operating systems across the organization. When issues arise, the employee is expected to escalate to the appropriate operating area and follow through to resolution. KEY RESPONSIBILITIES - ESSENTIAL FUNCTIONS Improve customer satisfaction by identifying and addressing issues proactively and escalating as necessary. Meticulously maintain data and notes internally to ensure customer reporting is clear and easy to understand Support department KPI’s and initiatives around delivery date follow-up for factory orders Use reports and dashboards to proactively identify exceptions and potential issues Develop and maintain strong working relationships both internally and externally Work directly with the various dealer contacts to resolve all delivery related issues, following thru to completion. Assist with special projects as necessary Provide expertise to IT in creating new applications as well as enhancing existing applications by assisting with rule development, formatting and testing Continually look for ways to improve departmental processes through enhancements and creation of new applications Develop communications for internal and external customers that are easily understood Back up and support team members Provide training for new employees and the client contact areas Assist and support the VOA department Other duties as assigned LEADERSHIP RESPONSIBILITIES This position has no managerial responsibilities. PREFERRED SKILLS Fluent in Canadian French & English. COMPETENCIES - SKILLS Self-starter Strong focus on customer service Ability to use multiple resources and systems to draw conclusions and resolve issues Strong oral and written communication skills - including the ability to interact with internal and external clients and vendors at multiple levels. Detail oriented Process oriented Excellent organizational and time management skills Ability to meet deadlines, function under pressure and adjust to changes in priority Understanding of general office practices EDUCATION AND EXPERIENCE Minimum 3 years business experience High School diploma required - Bachelor's degree preferred Prior Fleet Management experience required. Previous customer service/call center experience required. Wheels five skilled DSA experience a strong plus. JOB SPECIFICATIONS, PHYSICAL DEMANDS AND WORK ENVIRONMENT Work Environment: This position is in Schaumburg, IL / Alpharetta, GA / or Mississauga, CA and operates in a professional office environment. Position Type/Standard Schedule: This is a full-time position, Monday through Friday. Travel: No Travel required for this position. Physical Demands: Speak, hear, and see, and to use hand and fingers for computer keyboard and phone. Sit or stand for extended periods of time. Reach above head to pull paper attachments. DISCLAIMER Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice. Our Benefits Wheels recognizes benefits are a significant part of your employee experience, and we've created a robust benefits package that is market-leading, competitive offerings so you and your family can receive outstanding care. Please click here for an overview of the benefits available to you and your family. Pay Range: $36,700-$51,300 The base salary range for this position is listed above. This position is eligible to participate in the annual incentive plan which is based on company performance and individual performance. Compensation ranges are based on several factors including job function, level, and geographic location. Final offer amounts are determined by multiple factors including candidate experience, education, certifications, skill level and expertise, and may vary from the amounts listed here. EEO Statement Wheels is a Drug-Free Workplace. All employment is contingent on successful completion of drug and background screening. Wheels 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. Wheels is committed to taking affirmative steps to promote the employment and advancement of minorities, women, persons with disabilities and protected veterans. Together Let’s Go Far At Wheels, we believe that—together, as one team—we can achieve amazing things for our clients, for our team, and for our business. We have brought together an incredibly talented, diverse team of dynamic and innovative professionals who share a single-minded passion for leading customer service and client success. We value people who are courageous, determined, innovative and committed to doing the right thing. When you join our team, you’ll work alongside teammates who are passionate, friendly and smart. We foster a welcoming and inclusive environment for all, and we’re committed to helping one another continuously learn and grow. If you are interested in joining our team and helping us define the future of our industry, please check out our open positions here. Together Let’s Go Far.
