Customer Service Representative

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 Purpose:

The CSR, FAP Client Administrator is responsible for acting as the Fleet Manager for their assigned accounts.  The CSR is responsible for acting as a liaison between their assigned client account contacts and ARI, coordinating problem resolution, managing the day-to-day requirements of the account and providing proactive recommendations. The CSR is expected to consistently deliver high quality customer service in a courteous and professional manner while acting in the best interest of all parties. 

Essential Functions:

• Holds responsibility for the success of the day- to-day interaction within their assigned client portfolio

• Act as the Fleet Manager for your assigned accounts which requires a thorough understanding of your clients' culture, contracts, policies and needs

• Interact with the AM, SM, other ARI departments as well as external parties to respond to client inquiries, resolve issues and complete projects according to set deadlines

• Proactively maintain and update client parameters/profiles

• Selector building, including concession negotiations, vehicle recommendations, vehicle pricing, client approval and order placing

• Build and analyze reports based on clients' needs in order to make appropriate recommendations to clients on all aspects of Fleet Management

• Run regular monthly proactive reports to identify and resolve potential issues before they arise

• Work on all relevant ARI systems, maintaining a current understanding of each, and adapting to system changes

• Beware of potential problems and work to resolve them; escalate to the appropriate internal parties

• Exercise time management and priority setting practices; escalate potential scheduling or workload conflicts and demands

Knowledge & Skills:

• Excellent customer service, interpersonal and communication skills

• Ability to prioritize and organize multiple tasks as well as work under pressure to meet deadlines

• Exercise problem resolution techniques to handle internal and external issues

• Computer literate; strong MS Word and Excel skills are a must

• Strong attention to detail and accuracy is a must

• Demonstrated ability to work both independently and as part of a team

• Highly motivated and self-directed

• Can adapt quickly to situations

• Exercise professionalism and good judgment

• Positive outlook and results-oriented

Other Requirements:

• University degree or post-secondary diploma / certificate an asset

• 3 to 5 years direct customer service experience, preferably in the fleet industry

• Attend corporate/industry sponsored events, client meetings and participate in the preparation as well as presentation of customer reviews where required to support the Account Manager (AM), Sales Manager (SM) or Senior Management

• Maintain an understanding of ARI systems, services, departmental policies and goals

• Bilingual position must read, speak and write French fluently

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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 $53, $77,570.00 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.

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