Hebrew-speaking Fleet Service Specialist (home based role) (VAC-A21034M)

Job description

This Logistics Company in Nicosia is looking for a Fleet Service Specialist who will be responsible for taking ownership for all core fleet management processes of our Israeli clients, namely vehicle ordering, reallocation, invoice control & processing and also handle all driver enquiries & issues providing an exceptional level of service with a primary focus on e-mail communication.

He/she will be managing high-value customer accounts, developing relationships and demonstrating a thorough understanding of the business and our portfolio of products. In this role you must be able to organize & prioritize tasks, always respecting the SLAs and ensuring a proper follow-up with client vendors and involved client stakeholders. Depending on the candidate, most training required will take place either over the internet or perhaps on-site in their Athens office.

Job Duties

Key Target: Driver Referral

• Serve as phone contact for client stakeholders, drivers and suppliers
• Handle incoming requests with primary focus on e-mail communication
• Manage the communication across the mentioned parties
• Ensure the answering of the request which might contain referring to the correct supplier or department within the company
• Analyse incoming requests and establish actions such as adding/updating FAQs within online portals, proposals for newsletter content etc.
• Compliment & complaint management
• Identify service problems and report with improvement proposals
• Resolve problems using problem solving skills and involve necessary departments

Key Target: Vehicle Ordering

• Manage actions required for the start-up of new vehicles
• Ensuring that other services such as fuel, insurance, transportation, logistics, etc. are process to the extend required by agreements with clients
• Validating driver eligibility with the assistance of client stakeholders
• Managing the entire drivers' selection and ordering process
• Serve as phone contact for driver, client or supplier enquiries
• Ensure client related car policy conformity
• Ensuring vehicles are delivered & returned, in line with client/vendor guidelines
• Handling the data so that at all times, status, related costs, savings, avoided costs etc. can be reported to client
• Responsibility that SLA's and KPI's are fulfilled at all times

Key Target: Reallocation

• Administrate and maintain surplus cars within the database
• Review the driverless days and action upon agreements
• Analyse early termination possibilities
• Active communication to potential new drivers
• Ensuring that available cars are utilized to maximum capacity
• Steering the hand in and out process incl. refurbishment, transportation, logistics etc.
• 
  

Key Target: Database maintenance & correctness/completeness

• The Fleet Service Specialist shall challenge the appropriate parties when spotting gaps in those data that are needed in order to allow him to perform properly his/her job, as for example the Employee Level being properly populated or Mileage information being up to Date.
• The FSS is also responsible for the population of fields, such as: VIN, Capital Cost (Net Purchase Value), First Registration Date, Pool and Reallocated flags, Order Initiated, Order Placed, Expected delivery date.
• On a monthly basis, before the central extraction of the data for producing the Fleet Overviews (FOs) to be sent to clients, he/she shall review that all data are included into the FO with particular regards about the changes occurred during the month. However, after the production of the FOs the FSS shall review them and using them as tool for the execution of the activities listed above.
• The FSS is ultimately responsible for double-checking the completeness and the quality of the database. In particular he/she shall challenge the client stakeholders or rest of FL organization when spotting gaps in those data that are needed in order to allow him/her to perform properly his/her invoices' validation & reporting job, such as for example employee numbers, correct vehicle status date, end mileage, accidents claims information.

Key Target: Invoice Validation and Savings

• Validation and approval of invoices received from suppliers for the clients:
• Act as single point of entry of all electronic and paper invoices from the client´s suppliers
• Check and upload the received electronical files with the help of accounting tools on factual, contractual and mathematical accuracy
• Pre-validate PDF & electronic invoices and identify pre-validation errors, request external correction on pre-validation outcome if needed
• Reject invoices from car services according to the client specific rules
• Check all amounts being charged or credited by the leasing supplier, are correct as per data in FleetPRO or/and client's Toolkit information, such as: over/under mileage, additional MRT or other extra costs
• Produce differences report, request internal or external corrections, raise credit note requests
• Record all savings and avoiding costs in the system
• Mark the validated invoices with a stamp (OK to Pay / OK to Credit)
• Comply with regulatory and legislative requirements ? resolve multiple enquiries or complaints via telephone and Ticketing

Key Target: Accounting File and Reports

• Send the accounting files and reports to the client fleet contact on time and in the correct & agreed format
• Demonstrate an understanding of the content of all reports produced within IVT and ensure these are sent on time
• Produce and validate accrual report, request external or internal corrections on accrual queries if needed, inform client of vehicles not invoiced by supplier ? request and upload mileage data separately if needed

Key Target: End of contract / Exit customer

• Change vehicle status from stopped to be finalized to be stopped if end-of-contract costs charged and validated
• In case of lost clients reject invoices received after effective date & advise supplier of reason why

Key Target: update Costs Centres

• Regular update of the "Cost Centers" utilizing the information provided by the Clients (typically a monthly file such as HR-Sap/PeopleSoft files).

Job Requirements

• Fluent in Hebrew & English (written and spoken) - Greek is also desirable (written and spoken)
• Some experience in the fleet management business (preferably in Israel) or knowledge of the automotive market in general, either via personal interest or via past experience in automotive sales companies in any market
• Understanding of the automotive leasing industry and underlying drivers
• Previous Invoicing experience required - leasing background and vehicle knowledge is desirable
• Good knowledge of computer systems and in particular Windows 10, & Office 16 application, more specifically good knowledge of MS Excel and Word.
• Highly Analytical mindset
• Driven to achieve highest accuracy
• Client-oriented mind-set and empathy to understand client needs
• Ability to communicate effectively & efficiently by telephone & email
• Able to manage diverse, multiple tasks simultaneously and consistently
• Passion for timelines of delivery whilst mindful of the importance of data and information accuracy
• Back-office or operation experience
• Fully aware of data protection challenges and risks
• Team player and problem solver
• Located in Cyprus
• EU citizenship

This is a 09:00 to 17:00 home-based job and the only other requirement is a quiet home-office space without distraction. Work days need to coincide with those in Israel i.e Sunday to Thursday.

TO APPLY for this job opportunity, send your CV (in English please) and include the reference: Hebrew-speaking Fleet Service Specialist (home based role) - VAC-A21034M. We look forward to hearing from you!