Job Description

To provide support to Fleet customers and dealers by acting as the sole contact person between the customer and the various business units in the company.



Act as the main contact person and project leader between Kia South Africa and Mayfair gearbox.

Position Overview

Specific Role Responsibilities

Report directly to the Operations Manager : Technical, Fleet & Customer Care Daily rental VOR management VOR escalation and follow-up Feedback to clients and expectation management Set-up meetings with small, medium and large fleet customers to ensure SLAs are being met Receive the rental downtime billing from all fleet customers Negotiate and ensure that the downtime billing is accurate and obtain approval from different business entities (Parts, Technical) Where applicable, charge back dealers for avoidable downtime Implement systems and procedures to avoid unnecessary downtime from dealers Build and maintain a good relationship with dealers Quarterly meetings with Leasing companies to maintain a professional relationship. Annual Fleet customer workshop audits with detailed reports and feedback to the Technical Manager Identify possible training shortages within the rental workshops and raise with the Training department Escalate Goodwill requests in line with current policy and procedures Escalate identified product concerns to Technical in detail Manage all VOR's end to end Provide weekly/monthly reports to fleet managers All visits to be documented, with minutes Analyse daily reports from CDK Engage with PDC procurement team on back orders parts

Internal

Assist with Warranty rental (mobility) vehicles to reduce cost to company Liaise with dealers to provide demo / courtesy vehicles instead of rentals where possible Liaise with Parts to identify problem areas where rental vehicles are out for extended periods Provide weekly updates on part ETAs and repair lead times Manage logistics around outsource warranty work for Mayfair Gearbox Ensure correct details are included in all work sent to Mayfair Ensure dealers part orders are placed timeously once Mayfair has provided repair quotes

FINANCE

Adhere to organisational policies and procedures to ensure cost effectiveness and reduction of financial wastage related to rental downtime. Adhere to organisational policies and procedures to ensure cost effectiveness and reduction of financial wastage.

CLIENT

Deliver services and/or products that create a culture which aims to meet or exceed customers' expectations in the business. Assist in the resolution of customer concerns at OEM and dealer level. Build sustainable relationships with Dealer staff that contribute to a culture of customer service excellence.

PEOPLE

Own and live up to company values. Participate and provide expertise to a culture of work centric thinking, productivity, service delivery and quality management. Participate in forums/discussions that positively contribute to knowledge improvement. Provide advice and support with the management of change and offer operational support where required.

Qualifications and Experience

Minimum Experience

3 - 5 years' experience in a similar environment

Minimum Qualification

Matric



Related job training and experience

Preferred Experience

Customer relations



General dealer operations



Fleet/Rental business

Preferred Qualification

Higher Diploma: Management

Skills and Personal Attributes

Developing sales Making a Sale Persuasive Selling Skills Product and or service knowledge * Trust and Integrity