Account Executive

Holman is a global automotive leader that serves both commercial and consumer clientsThe Holman Wayby always doing the right thing for our people our customers and the community since 1924. The Holman story began nearly a century ago as a single Ford dealership in New Jersey. Today Holman headquartered in Mount Laurel New Jersey is one of the largest family-owned automotive service organizations in North America with more than 6500 employees across North America the UK and Germany.

Holman delivers a unique range of automotive-centric services including industry-leading fleet management and leasing; vehicle fabrication and upfitting; component manufacturing and productivity solutions; powertrain distribution and logistics services; commercial and personal insurance and risk management; and retail automotive sales as one of the largest privately owned dealership groups in the United States. Guided by its deeply rooted core values and principles Holman is continuouslyDriving Whats Right.

Holman est un leader mondial de lautomobile qui sert la fois des clients commerciaux et des clients consommateurs. Depuis 1924 Holman a toujours fait ce quil fallait pour ses employs ses clients et la communaut. Lhistoire de Holman a commenc il y a prs dun sicle avec une seule concession Ford au New Jersey. Aujourdhui Holman dont le sige social se trouve Mount Laurel au New Jersey est lune des plus grandes entreprises familiales de services automobiles en Amrique du Nord avec plus de 6500 employs en Amrique du Nord au Royaume-Uni et en Allemagne.

Holman propose une gamme unique de services centrs sur lautomobile notamment la gestion et la location de parcs automobiles la fabrication et lamnagement de vhicules la fabrication de composants et les solutions de productivit la distribution de groupes motopropulseurs et les services logistiques lassurance commerciale et personnelle et la gestion des risques ainsi que la vente dautomobiles au dtail en tant que lun des plus grands groupes de concessionnaires privs des tats-Unis. Guide par ses valeurs et principes fondamentaux profondment ancrs Holman est continuellement en train de conduire ce qui est juste.

Job Inputs:

• Investigate and provide resolution to client issues log all inquiries and summaries of issue and resolution.
• Proactively identify areas of opportunity for client by monitoring trends data etc.
• Manage client relationship ensures timely customer responses collaborates with internal teams and supports process improvements within established service standards
• Take ultimate ownership of client relationships understanding their strategic priorities and how our fleet services impact their organization.
• Provide prompt responses to internal and external customer inquiries in accordance with established service delivery metrics goals and standards.
• Work cohesively with Client Administrators teammates and internal contacts to create a consistent and customer-friendly environment.
• Proactively engage with clients to influence decision-making processes through strategic recommendations and creative solutions.
• Properly manage customer service escalations from intake through resolution ensuring thorough tracking follow-up and client satisfaction.
• Identify and propose process improvements to enhance efficiency and effectiveness within company workflows and operations.
• Understand client data assist in reporting development and monitor key performance indicators (KPIs) to track client success and identify improvement opportunities.
• Provide strategic solutions and recommendations to address client challenges and optimize service delivery partnering with internal subject matter experts (SMEs) as deemed required.
• Maintain proactive communication with clients providing regular updates on open items and addressing client concerns promptly.
• Demonstrate a comprehensive understanding of company products services and offerings to effectively support client needs and initiatives.
• manage relationships with large and complex clients ensuring high levels of satisfaction and retention.
• Occasionally travel to client sites or industry events as required to support client relationships and business objectives.
• Perform all other duties and special projects as assigned

Education and/or Training:

• Bachelors degree in Business Administration Communications or equivalent work experience required
• Additional education certifications or experience are favorable
• Proficient in various desktop tools including Microsoft Office programs (i.e. Outlook Excel Word PowerPoint Project Visio SharePoint etc.) with a strong emphasis on Excel skills
• Familiarity with virtual office technology and equipment such as Zoom Microsoft Teams and other collaboration tools is preferred

Relevant Work Experience:

• 2 years Account Management or Customer Relationship Management experience required.
• Proven track record in reviewing and improving processes methods and tools to enhance efficiency accuracy and security
• Proficiency in a technical or functional area; knowledge of work processes and tools generally pertains to the candidates own area of responsibility or department

Planning/Organizing/Managerial Knowledge:

• Proactive organized approach to multitasking and prioritization
• Effectively manages time and consistently meets deadlines with some guidance from leadership
• Demonstrates accuracy thoroughness and effectiveness within their work
• Demonstrates attention to detail and commitment to delivering quality products and communications
• Adjusts quickly to new or changing assignments processes and people
• Displays professionalism and remains composed when faced with challenges
• Learns from experience; modifies behavior to be more effective
• Recognizes ones own strengths and opportunities for growth
• Uses existing procedures to solve routine or standard problems; applies some degree of judgement and discretion
• Applies basic knowledge of theories practices and procedures to complete assigned work
• Decisions are guided by policies procedures and business plan; receives some guidance and oversight from manager
• Business acumen and strong desire to understand clients businesses and needs.
• Must possess strong interest in learning new technologies concepts and best practices to aid in developing client strategies.
• Professional presence and ability to liaise with all levels of internal and external management including executive leadership; in-person and remotely.
• Action-oriented with the drive to take initiative and accountability for decision-making.
• Initiative to work independently and multi-task while managing varying client/departmental priorities

Communicating & Influencing Skills:

• Strong verbal and written communication skills
• Strong interpersonal and customer service skills
• Ability to express information and ideas in a clear and organized manner
• Gathers clarifies and applies information to provide timely and effective responses to the needs of both internal and external customers
• Takes personal responsibility for customer satisfaction and loyalty
• Works independently or with others within own area or department to achieve team goals
• Offers support to other team members; follows through on any and all commitments
• Applies emotional intelligence in responses and reactions
• Demonstrates consistency between words and actions
• Listens openly and carefully to others ideas and suggestions; respects opposing points of view
• Consistently earns trust loyalty and respect of others
• Experience in building relationships with customers
• Superior active listening skills to identify client needs or opportunities
• Excellent presentation skills and verbal/written communications

Problem Solving:

• Handles escalations and client inquiries indirectly impacting project timelines and client satisfaction through prompt issue resolution

Assets:

• Places new vehicle orders on behalf of Holman customers. The planning and execution of this responsibility requires a high level of detail process management and quality assurance

Outputs:

• Foster strong trusting relationships with clients through proactive communication and understanding of their needs; ensure timely responses and resolution of client inquiries and concerns and adhere to established service delivery standards and expectations.
• Develop a deep understanding of clients strategic priorities and align company services to meet those goals effectively; demonstrate empathy and responsiveness to client challenges and opportunities.
• Collaborate effectively with Client Administrators teammates and internal stakeholders to ensure seamless service delivery to contribute to a positive and collaborative work environment.
• Offer strategic recommendations and innovative solutions to influence client decision-making positively; anticipate client needs and challenges providing proactive support and guidance.
• Handle escalations with professionalism and urgency ensuring thorough resolution and client satisfaction; maintain detailed records and follow-up procedures throughout the escalation process.
• Continuously evaluate workflows and operational processes to identify opportunities for efficiency and effectiveness improvements; actively participate in process improvement initiatives and contribute valuable insights.

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Pay:

At Holman we exist to provide rewarding careers and better lives for employees and their families. We hire train empower and reward exceptional people. Our journey is guided by our desire to get it right every time and the acknowledgement that we have an opportunity to be better. To be better we have to do better and to do better we must know better. Thats why we are listening open to learning new things about ourselves and each other. We will never stop striving for improved diversity equity and inclusion because we are successful together when we feel trusted and supported. Its The Holman Way.

Holman is a proud equal opportunities employer and we are committed to creating a welcoming inclusive and barrier-free workplace. We are committed to providing accommodations to all applicants throughout the interview process upon request in all aspects of the selection process. We employ artificial intelligence (AI) technology as part of our recruitment process to enhance efficiency and objectivity.