VIM Associate

Job Description:

JOB OVERVIEW:

This highly visible position will work closely with Account Mangers, Fleet Consulting Executives and key operational areas and is responsible for 100% client retention. The VIM Associate will build and manage relationships acting as the conduit and advocate executing transactions on behalf of our clients. As a key member of the Wheels client facing team, the VIM Associate will participate in defining, executing, and initiating activities across the organization to assure an exceptional client experience. The role of the VIM Associate is to support and execute the requests of Clients who have contracted for the service of Fleet Administration / Vehicle Inventory Management. The VIM Associate will manage and oversee a client’s inventory, process assignments and unassignments, coordinate transportation of vehicles, set up rental vehicles, and provide Client weekly/monthly reporting. In addition, the VIM associate will take lead on Client expansions, downsizings, and redeployments. This individual will work with employees, leaders, customers, and suppliers at all levels of the organization on a regular basis. They will participate and/or facilitate Client meetings, planning, and leading action register initiatives and projects.

This position requires an individual to be self-motivated, results oriented, energizing, and able to engage in many different activities and projects at the same time. Success depends on building relationships with internal and external customers, while exercising initiative and flexibility. Must be able to work with minimal supervision and prioritize work.

The VIM Associate must be able to work in a dynamic and fast paced environment while providing exceptional customer service. Your ability to deliver and execute will help ensure perpetual retention of our clients. Effective management of day-to-day responsibilities and proper planning and execution ultimately supports our partners in achieving their fleet and business-related objectives.

In this role, you will take ownership of the following responsibilities

• Manage a diverse portfolio of Clients
• Process, oversee and seek resolution on all VIM operational requests
• Ensure that units are delivered to drivers in a timely manner and vehicle is delivered in acceptable condition
• Interface with third party transportation and rental vendors to ensure driver and Client satisfaction
• Manage drivers in rentals to maximize fleet efficiency with an eye on cost containment
• Coordinate/manage necessary repairs with transportation vendor- both mechanical and physical vehicle damage- based on client parameters
• Manage surplus/storage to minimize costs and aging of vehicles
• Make decisions on Clients’ behalf from a strategic mindset (keep/sell vehicle recommendations, placing drivers in rentals, surplus utilization)
• Maintain and keep current VIM Client and Transportation vendor profiles
• Reporting: Deliver rental, surplus/storage, open/closed request reporting weekly/monthly
• Demonstrate effective ability to navigate within and use applications to execute transactions: Salesforce, VIM Application, CSD, FleetView, P2P Interim Rentals, Client Structure, etc.
• Escalate issues to VIM Supervisor and appropriate personnel accordingly
• Meet monthly KPIs and Client SLAs
• Meet VIM responsiveness standards
• Keep confidential all information received
• Answer multi-channel inquiries (telephony, email, Fleetview, VIM application)
• Backup other VIM Associates as designated by VIM Supervisor and leadership
• Other duties as assigned

Quality

• Maintain quality standards and metrics
• Meet Salesforce KPIs as set forth by Client Services
• Maintain established performance guidelines
• Support organization mission and goals
• Pro-actively identify client issues and notify VIM Supervisor in a timely fashion

Skills/Competencies:

• Excellent verbal and written communication skills
• Intermediate Proficiency in Microsoft Excel
• Time management skills along with excellent attention to detail
• Diplomacy, tact, and grace under pressure when working through challenging and/or urgent customer issues
• Team player with strong collaborative skills
• Ability to be flexible and adapt quickly in a fast-paced environment
• Energetic and pro-active: a driven, self-starter who can work independently and as part of a team
• Proven track record of professionalism in a dynamic work environment
• Ability to provide sound problem solving, analysis and critical thinking
• Ability to gather, analyze and organize complex data and draw appropriate conclusions
• Ability to apply tools to understand and improve business processes
• Ability to translate business needs into actionable detailed business requirements

Education and/or Experience

• College degree or equivalent experience required
• Minimum of 2-3 years Customer Service experience in a high volume, multi-tasking environment
• Fleet Management Industry experience a plus
• Excellent verbal and written communications skills
• French language proficiency desired 

Physical Demands

• 5-10% Travel
• Hybrid – In office and remote

EEO Statement
 Wheels is a Drug-Free Workplace. All employment is contingent on successful completion of drug and background screening.
Wheels is an equal opportunity affirmative action employer and administers all personnel practices without regard to race, color, religion, sex, age, national origin, sexual orientation, gender identity or expression, marital status or domestic partnership status, disability, protected veteran status or military status, genetic information, or any other category protected under applicable law. Wheels is committed to taking affirmative steps to promote the employment and advancement of minorities, women, persons with disabilities and protected veterans.