Fleet Account Management Agent

Overview

Here at Discount Tire, we celebrate the spirit of our people with extraordinary pride and enthusiasm. Our business has been growing for more than 60 years and now is the best time in our history to join us. We are opening more locations every year and we are always looking for qualified individuals to join us in our growth. We are a company that promotes from within, both in our retail and corporate operations.

Under direct supervision, the Fleet Account Management Agent provides world class customer service and operational support for fleet customers and fleet services department, including but not limited to account setup/ maintenance, customer inquiries, price quotations, assisting with sales/ order processing, scheduling installation, shipping, and invoice reconciliation. Ensures that fleet services are delivering the most inviting, easy and safe customer experience for tires and wheels purchases.

• Develops and maintains customer relationships utilizing Customer Experience Strategy (CES) for Business to Business (B2B) concepts; engages customers in a friendly and professional manner to build trust and respect; delivers the "Unexpected Discount Tire Experience".
• Engages potential and existing fleet customers over the phone to determine their business needs and expectations; determines and documents unique account details such as type of business, number of vehicles, type of vehicles, preferred products/ brands, product restrictions and anticipated sales volume.
• Also identifies business challenges including, but not limited to problematic vehicle concerns (i.e. abnormal tire wear); recommends products and service solutions to address customer needs.
• Determines customer needs and expectations; empowers customer with the knowledge and tools necessary to "Select the Right Tire" products for their needs and budget while ensuring that "Our first consideration is the Safety of the Customer".
• Creates and maintains fleet customer account profile/ detail in Customer Relationship Mgmt (CRM) tool, including, but not limited to vehicle VINs, Plate numbers, service records, rebates, and special pricing. Supports fleet product/ service purchases by relaying customer account detail directly to stores and validating purchase procedures to ensure a smooth sale process/ experience.
• Addresses, troubleshoots, and resolves customer/ store inquiries and order issues via phone, email and eCommerce sites; assesses Fleet customers' true needs and makes the best possible recommendation to address those needs; escalates complex inquiries to fleet management. Ensures product inquiries are converted into service opportunities.
• Validates product requirements such as sizing, fitment, and safety standards; ensures product recommendations align with industry & company safety standards.
• Confirms that consistent fleet product pricing is available in all markets the customer operates; communicates Company's lowest price offer with customers. Offers Refund or Replacement certificate for tire purchases.
• Entrusted to negotiate special pricing, rebates, discounts, or adjustments to resolve issues and achieve highest level of customer satisfaction.
• Orders tires/ wheels on behalf of the fleet customer; verifies product inventory status, such as product availability, stock level, location, and stock replenishment schedule. Determines best method of product delivery for the customer, including but not limited to, special orders, split shipments and drop shipments. Schedules installation as needed.
• Facilitates customer application for business credit line approval; ensures application is completed and sent to Accounts Payable (A/R) for processing.
• Manages customer billing disputes; researches and resolves issues in collaboration with stores and accounts receivable; monitors customer charge account activity to ensure product returns or customer re-billing is processed. May monitor newer accounts proactively for consistent pricing/ billing.
• Owns and manages a book of business through constant communication with customers via phone and email.
• Support our customers and business growth while using the…