Fleet Front Office Team Leader UK / Ireland (Maternity Cover)

at  Goodyear

EXPERIENCE

• Minimum 5 years of experience preferably in Sales / Sales applications.
• Minimum 2 years in a leading function would be an asset.
• Working experience in sales call centers and/or tire business would be an asset.

KNOWLEDGE AND SKILLS

• Commercial attitude.
• Business Acumen for working with Sales, customers and Service providers.
• IT knowledge especially SAP applications and MS Office.
• Interest in Tire technology and Transportation business.
• Ability to work in a team and Teamwork promoter/champion.
• People coaching and development skills.
• Agility to deal with changing environment and customer requests.
• Flexibility for occasional customer visits.
• Languages: Fluent in English.

PRIMARY PURPOSE OF THE POSITION:

• Responsible for providing effective fleet customer and vendor/tire dealer support regarding total partner satisfaction. Make sure customer comes first and customer satisfaction is key.
• Responsible to lead & coach the Fleet Front Office team and make it the best organization possible, a preferred place to work, an example to others. Be a role model on ethical behavior and leadership.
• Work closely together with Truck Sales and Fleet teams in UK/IE to provide system and administrative support. Partner with sales to support customer calls and provide advice for existing or new contracts.
• Stabilize the Front Office organization. Ensure continuous training of the team on processes and systems/tools. Lead each Front Office agent towards a multitasking team member ensuring full back-up during vacation/absence days/period.
• Support the initiatives for simplification, standardization and complexity reduction on processes/systems/tools and the adaptations of them to business requirements.

PRINCIPLE DUTIES AND RESPONSIBILITIES:

• Ensure the on-time completion of administration tasks (customer creation, billing, data maintenance)
• Receive and dispatch third parties’ queries (first level support).
• Liaise and interact with GY Sales and other departments as necessary and serve as primary contact in case of questions. Strengthen the cooperation with the Back-Office team.
• Arrange and support continuous training on processes and systems/tools internally and externally (associates, customers and service providers)
• Attract, motivate, develop and retain best talent to build sustainable Fleet Front office capabilities. Arrange and support continuous training to the Fleet Front office agents and coach the team.
• Ensure that system entries (master data, contract data, pricing, billing) are correct and in line with internal requirements, SOX requirements and other local requirements. Ensure process integrity, policy compliance and effective customer service.
• Continuous follow-up on the requests and activities to be handled by the FO team and ensure an accurate and timely completion of the related tasks.
• Support the initiatives for simplification or customization of processes and ensure their implementation.