Account Manager

ABOUT US

At Custom Fleet we've been using our smarts to make the complex simple for over 40 years. It's the driving force that continues to make us the fleet and leasing leader in Australia and New Zealand today.

When you join Custom Fleet, you're joining a business that is Going Places. With Us, what you do and who you are matter. Being part of our diverse crew means you'll feel welcome, empowered, and have lots of fun celebrating our success (and that sure does feel good). We are a crew of accountable go-getters on a journey of continuous improvement – we collaborate and support each other, working hard to win for our customers, for our business, and for each other. Whilst winning isn't everything, we are proud of our success and love it when we reach the #1 spot.

ABOUT THE ROLE

We are seeking an Account Manager who is passionate about the fleet industry, customer service and is results orientated. This role is focused on providing outstanding service to several high-profile customers. The ideal candidate will be part of a great supportive team who share a passion for quality, performance, and overall customer satisfaction.

Essential duties:

• Executes and prioritises daily enquiries, complex or routine, in accordance with client's policies, procedures and priorities (includes, but not limited to, quoting, ordering, tolls, infringements, registration enquiries, inventory management, client updates, reporting, project management).
• Applies knowledge and understanding of assigned client business and fleet requirements - including the programs they subscribe to, pricing templates, fleet policy, ordering profiles etc
• Collaborate with other departments including TPE, Strategic Consulting, Pricing, Risk, Accident Management to deliver seamless client experiences.
• Acts as initial point of contact for customer issues and collaborates with internal stakeholders to ensure resolution and best client experience.
• Builds relationships as an effective business partner, providing back up to other Account Managers in support of their assigned portfolios during absences from work or other circumstances as required.
• Ensure compliance of KPI's and SLA's with customers, suppliers, and internal stakeholders.
• Supports Relationship Manager in driving profitable volume growth through effective ARP (Asset Replacement Plan) management, identification and delivery on volume growth and Product opportunities, including Telematics, Novated Leasing (Au), Accident Management, Tyres and Maintenance, and EV's.
• Assist Relationship Managers in closing growth and retention opportunities, ensuring more time for Relationship Managers to be in the field.
• Manage lease term deviations (modifications) to ensure vehicle utilisation is maximized with minimal over and/or underutilisation of vehicles.
• Deliver best in class service to delight and retain existing and prospective customers demonstrated through improved NPS.
• Foster improved cross-department collaboration & communication to create better customer outcomes.

Other duties:

• Develops and maintains a network of internal resources across functions.
• Work closely with counterparts to ensure that all best practices are shared and implemented.
• Build customer and supplier network, representing Custom Fleet at industry events.
• Ensure on time delivery of customer reporting and assist with Fleet Office training for customers.
• Enhance our Environment, Social and Governance agenda to make a difference in sustainability, diversity & inclusion and satisfaction and safety.

Education & Experience

Essential:

• Ideally 2 to 5 years of relevant Customer Service / Account Management experience, with a track record of building and maintaining trusted customer relationships.
• Experience working with internal stakeholders to work on proposals and solve issues.
• Successful record of contributing to optimization and growth of existing customer accounts.
• Needs identification; used information to ensure customers real needs are addressed.
• Operational Excellence - Has been accountable for driving operational excellence and has strong understanding of processes required to do so.
• Intermediate to Advanced proficiency in Microsoft PowerPoint, Word & Excel.

Other:

• Business Communication of complex concepts to suit audience needs.
• Matrix Management; has managed flow of information across company to facilitate quick decision making and support sales process.
• Product Knowledge; Has pursued, developed, and applied knowledge of company products; has identified key points of differentiation and competitive advantage between company and competitor products by applying business, technical, industry, and competitor knowledge during the sales process.

ABOUT YOU

The successful candidate will portray the following:

Essential:

• Manages Complexity - Making sense of complex, high quantity, and sometimes contradictory information to effectively solve problems.
• Customer Focus - Building strong customer relationships and delivering customer-centric solutions.
• Action Oriented - Taking on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm.
• Plans and aligns - Planning and prioritizing work to meet commitments aligned with organizational goals.
• Ensures Accountability - Holding self and others accountable to meet commitments.
• Collaborates - Building partnerships and working collaboratively with others to meet shared objectives.
• Communicates effectively - Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.
• Instill trust - Gaining the confidence and trust of others through honesty, integrity, and authenticity.
• Situational adaptability - Adapting approach and demeanor in real time to match the shifting demands of different situations.

Other:
- Business Insight - Applying knowledge of business and the marketplace to advance the organization's goals.
- Interpersonal savvy - Relating openly and comfortably with diverse groups of people.
- Builds networks - Effectively building formal and informal relationship networks inside and outside the organization.

FOR YOU

We offer industry leading 'Custom Perks' including:

• Annual performance bonus
• Take 5 program – potential to earn an extra week of annual leave
• Gender-neutral Parental Leave - 12 weeks paid entitlement
• Company funded social events
• Dress for your day policy
• Employee discounts
• Intersection – our Diversity Network
• Cultural Leave swap
• Ongoing investment in your growth including access to our digital learning platform – Degreed
• Reward and recognition programs
• Volunteer and community engagement opportunities
• Wellbeing leave

HOW TO APPLY

Please submit your resume and cover letter by clicking 'Apply Now'.

At Custom Fleet we are committed to growing a team made up of diverse people, skills, and experiences. We encourage applications from all backgrounds, communities, and industries.

OUR DIVERSE CREW

Research shows that women and people of diverse backgrounds are less likely to apply for roles if they don't meet every qualification. If after reading this, you're not sure you tick every single criteria box, but have the passion to get behind our Values, we think you should click that apply button anyway. We're passionate about building a diverse and inclusive team, and love hearing from people like you If you have a disability that requires support including an alternate job ad format, interview arrangements or adjustments, please let us know by emailing our recruitment team at  or call our Customer Service Team on they will take your details and arrange for a return call from a member of the Talent Team.

Unlawful Conduct Commitment

Custom Fleet is dedicated to maintaining a culture of respect where there is zero-tolerance of any form of discrimination, harassment, and victimisation. We are committed to eliminating unlawful conduct in the workplace and uphold the highest standards of ethical behaviour and compliance with applicable laws and regulations.

Our careers team and hiring leaders kindly request no unsolicited resumes or approaches from recruitment agencies. Custom Fleet is not responsible for any fees related to unsolicited resumes.