Join a World Class Team where you will be you'll be tasked with overseeing and providing daily assistance to a diverse clientele, which includes privately owned companies as well as publicly traded Fortune 500 multinational organizations. Your primary goal will be to ensure that Merchants Fleet services are delivered punctually and with precision. Specifically, you'll take charge of managing the mid-market segment at Merchants, which involves handling a portfolio of mid-market clients, each with no more than 150 enrolled assets.

What will your day look like?

Account Support, Management and Retention

• Responsible for the comprehensive management of client relationships, serving as the primary point of contact for addressing daily client issues, ensuring swift resolution, and escalating matters when necessary
• Continuously exhibit and enhance understanding of clients' businesses and their respective industries, fostering and strengthening professional working relationships
• Collaborate with internal business partners to oversee client meetings and handle special projects assigned to meet client expectations, all while maintaining a professional line of communication
• Collaborate with the Client Development Manager to identify opportunities for expanding Merchants' business and service offerings. Create client reports, fleet presentations, and client reviews to provide consistent consultative services
• Operate with a sense of urgency and willingly embrace responsibility and accountability for account retention and growth, working in partnership with the assigned CDM
• Hold accountability for achieving Annual Targets specified in the Merchants Strategic Initiatives
• Display a results-oriented, self-starting attitude with high energy levels and the capability to independently initiate and execute activities reliably and accurately
• Develop and maintain a robust foundational understanding of vehicle and upfit specifications, assisting in coordinating client-requested vehicle locations
• Deliver accurate, clear, and timely responses to client inquiries, encompassing areas such as ordering, delivery, registration, billing, vehicle remarketing, and various other non-maintenance-related matters
• Uphold awareness of client-specific service level agreements and adhere to established timeframes
• Proactively utilize tools and resources to manage data, including but not limited to custom reporting, alerts, exceptions, and available dashboards
• Possess a solid comprehension of leasing, rates, terms, financing options, billing, service offerings, client contracts, addendums, and fee schedules
• Promote, oversee, and handle the processing of client vehicle orders, collaborating with the CDM on replacement actions and reporting
• Ensure that client approvals and quality standards are met to minimize errors associated with order placement
• Demonstrate, maintain, and continually cultivate an in-depth knowledge of Merchants' Client Facing Technology to encourage client self-sufficiency
• Actively contribute to the ongoing improvement and development of client-facing tools, representing the client's perspective and identifying ways to enhance internal process efficiencies and improvements

Administration

• Efficiently handle the entry and management of relevant documentation and workflow within the CRM (Customer Relationship Management) system
• Manage administrative aspects throughout the "Life of Lease" and provide support for client accounts
• Collaborate closely with the Sales Team and Fleet Integrations Team in the onboarding process for new accounts
• Undertake any additional projects or assignments as directed

What you bring to the organization:

Fuel the culture at Merchants with:

• Excellent organizational skills, strong attention to detail with an ability to focus on accuracy while managing multiple tasks and projects simultaneously
• Proficiency in verbal, written, presentation, project management and interpersonal skills
• Proven experience in coaching, providing feedback and goal setting
• Adept at problem-solving with a client-centric approach, delivering excellent client service
• Effective team player with the ability to collaborate and also capable of working independently with a self-driven approach
• Capable of contributing to a team while concurrently achieving both departmental and corporate objectives
• Proficient computer skills in CRM, Total View and Microsoft Suite
• Committed to continuous professional development, including but not limited to CSFM certification, LinkedIn Learning, and Merchants Learn IQ
• Ability and willingness to travel nationwide up to 10% of the time

Experience:

• A Bachelor's degree or equivalent work experience
• Fleet Management/Leasing experience highly desired
• A minimum of 3 years of experience in an environment where strong communication and client service skills were essential
• Preferred qualifications include CAFM (Certified Automotive Fleet Manager) certifications
• Proficiency in Microsoft Office Suite and the ability to quickly adapt to and utilize company-specific software

The Company

You're invigorated by team collaboration and a fast-paced work environment. Opportunities for growth motivate you to always bring your A-game. You're tired of being told "no" when you think of ways to improve, innovate, and do things better.

There's a place for people like you. Welcome to Merchants Fleet.

We've been around for more than 60 years, but we're the fastest growing fleet management company in North America. The fleet industry is behind every delivered package, the summertime memories kids make on their way to camp, and the heavy-duty trucks and vans that keep the lights on. That's a lot of responsibility, and why we want our employees to always be at their best.

Everything at Merchants Fleet is fueled by our entrepreneurial spirit, including:

• Leadership who truly lead and engage with employees
• Real career paths and the tools you need to grow and develop
• A work environment that's encouraging and collaborative

We know employees won't stay if they're not happy, which is why we provide a great benefits package on top of our award-winning work environment. In fact, we've just made the "Great Companies to Work For in NH" list for the eighth year in a row and have a 88% employee satisfaction score (higher than the national average of 57%).

So, what are you waiting for? See why a career with Merchants Fleet is the best decision your future self has ever made.

We are so fortunate to have an in-house team of Talent Acquisition Specialists who do an exceptional job meeting all of the needs of our business. For this reason, we do not have a need for external recruiting support.

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