Fleet Client Liaison Officer

Primary Purpose

To foster and manage relationships with regional clients, driving satisfaction and retention, contributing to the success and growth of the fleet management business. To ensure operational, compliance and service level requirements are well understood, and monitoring service delivery as laid out by the contract policies and procedures.

Minimum Requirements

Qualifications

Matric

Preferably a Diploma in Fleet Management/Logistics Management or Diploma in Financial Management

Experience

• Minimum 3 years experience within the Fleet industry, preferably within Fleet Operations, Leasing Environment or Fleet Contract Management/Administrative experience
• Previous client relationship management experience

Technical competency

• Client Engagement
• Client orientation - Objectivity & accuracy
• Fostering Client Relationships
• Data Analysis and interpretation
• Project and technical management
• Understand contract requirements and service expectations
• Stakeholder Management
• Computer literacy and experience and knowledge working on tolls such as Power BI, Excel
• Problem solving and deadline orientated
• Writing and Presenting Reports
• Interpersonal skills
• Communication & Articulation

Duties and Responsibilities include but not limited to:

CUSTOMER CENTRICITY

• Serve as the primary point of contact for regional clients, fostering positive and productive relationships.
• Engage Clients understanding queries and complaints displaying a willingness to ensure client expectations are met.
• Maintain accurate information, consulting with clients to ensure the asset specification is correct for the application of the vehicle.
• If required, gather identified operational information such as odometer readings from the client.
• Liaise with clients regarding licensing issues to aid and support with preparation of documentation such as proxy packs.
• Ensure the required documentation, e.g. Vehicle delivery acceptance documentation, is obtained and logged/filed according to internal standards and requirements.
• Keep complete and accurate records adhering to the relevant electronic or manual processes and filing standards.

STAKEHOLDER MANAGEMENT

• Develop and maintain close business relationships with internal and external stakeholders.
• Continuous face to face and telephonic interaction with clients to pre-empt and proactively address their needs.
• Assist with all interdepartmental challenges to facilitate client satisfaction.

DATA ANALYSIS AND REPORTING

• Prepare operational information as per requirements e.g. Portfolio performance Report pack within defined timeline
• Review portfolio performance, fleet utilisation, load and servicing reports and provide ongoing and relevant advice to client on optimisation of fleet.
• Provide accurate data, feedback or reporting in response to client or internal requests for information

OPERATIONAL EXCELLENCE

• Actively manage the Vehicle Replacement Program to ensure a modern, efficient, and cost-effective fleet is maintained within the portfolio.
• Assess client fleet utilization and present restructure proposal in line with contracted parameters, maximising opportunities within parameters of the contract.
• Proactively co-ordinate clients and internal stakeholders to facilitate the placement of orders.
• Liaise with clients and ensure all fuel cards, e-tags and license renewals are delivered and distributed timeously.
• Co-ordinate and follow-up on all activities required during new vehicle handover, renewal and end of contract, termination processes ensuring quality and service levels are met.
• Complete vehicles specifications where required and facilitate training before handover.
• Escalate complex or high-priority issues to appropriate management levels for timely resolution.

This position is advertised in line with our commitment to Employment Equity.