Customer Relationship Manager ...
Location: Charlotte North Carolina
Description: Schneider National is looking of Customer Relationship Manager ... right now, this career will be placed in North Carolina. Further informations about this career opportunity kindly read the description below. Schneider Finance, Inc. (“SFIâ€) is a transportation equipment sales and finance company serving the needs of individual Owner Operators and small fleet owners.
By designing and executing a Business Generation Plan, incremental future Owner Operator customers are prospected, identified, sold and closed on the SFI program and its value proposition. This includes full ownership of business activities from initial customer screening, interviewing, underwriting qualification and approval, equipment sales and deal structuring which ultimately leads to deal closing and equipment delivery.
The accountability then extends to customer receivables collection and providing general customer service needs through the term of the lease/loan obligation and subsequent future upgrade business.
Individuals holding this role possess proven sales, customer relationship and portfolio ownership competence.
As a result, they are granted additional accou! ntabilities and authority to facilitate the SFI Owner Operator! program..
Detailed Description
DUTIES AND RESPONSIBILITIES
1.
Establish and obtain approval of a Business Generation Plan and execute it effectively to seek expansion of the coveted customer pipeline and success in deal closures.
Insure that this plan meets or exceeds the specific SFI Operating Plan goals and objectives relating to sales volume, mark-up, income stream, fee income collections and minimization of default unit reseating expense.
Review on no less than a monthly basis with senior management, progress in achieving accountable financial goals and metrics.
Develop and execute alternate short-term strategies and tactics to return the results to the originally agreed upon objectives.
2.
Effectively solicit and screen potential customer application leads obtained from telephone, internet, referral or walk-in activity to seat remarket equipment at the quota levels assigned in the Operati! ng Plan and make adjustment to the quota closing volume when higher or lower default rates are experienced.
3.
Conduct extensive application review and customer interview to determine likelihood of success as an Owner Operator.
Support the use of additional inside and outside resources to gain additional perspective on customer suitability to further insure deal success which is to include driving, customer service, safety and business execution skills.
4.
For inexperience Owners Operators, utilize internal and third-party capabilities to screen candidates for business skills and financial plan competence including use of cash flow modeling and preparation of a business plan.
5.
Assist customer in selecting equipment and structure appropriate deal financing to meet the customer needs and SFI’s underwriting objectives.
6.
Within delegated approval authority parameters, analyze and provide appr! oval of customer financing underwriting and deal structure, schedule clo! sing, facilitate document signing and equipment delivery.
By effectively executing this delegated approval authority (up to $130k per customer deal) senior leadership resources are relieved from individual deal involvement and can be utilized to support less experience Customer Relationship Specialists.
7.
Help educate and reinforce with the customer various program, features and requirements so that they can be successful in fulfilling their deal obligation.
8.
Proactively monitor closed deal customer performance with emphasis on collecting lease/loan payments, funding Managed Maintenance Accounts (MMA) and maintaining compliance with financing contract requirement.
9.
Utilize Early Warning System (EWS) to monitor, coach and positive influence customers in maximizing revenue and minimizing operating expense.
Seek enhancements to this tool to maximize customer deal success and effectiveness.
10! .
Identify, analyze, document and promote programs, products or policies that help maximize customer net cash flow generation and ultimate program success.
11.
Support incoming customer service calls on all topics including payment, equipment, contract or other matters.
12.
Utilize proven problem solving and decision skills to quickly and effectively identify root cause of all serious customer issues.
Utilize tools, products and services to help resolve root cause issues.
For uncommon or serious situations, analyze, design and implement creative solutions to resolve the matter and preserve SFI’s interests on a win/win basis.
Only on an exception basis, escalate unresolved critical issues to SFI senior leadership
Maintain full ownership and accountability for the customer even when supported by specialty experts or senior leadership.
13.
When root cause analysis supports, des! ign and negotiate repayment or work-out terms with delinquent accounts ! that balances the customer success proposition against the risks and returns of SFI.
14.
Proactively identify and facilitate customer unit upgrade opportunities with a de-emphasis on residual refinancing.
Utilize creative deal structuring, trade-in brokering or other mechanisms to successfully upgrade borderline opportunities.
15.
As opportunities arise, refine knowledge and expertise to become a subject matter or specialty expert in topics benefitting SFI and overall team effectiveness.
16.
Provide coaching, second opinion and mentoring support of Customer Relationship Specialists to maximize overall team success.
Support initial training of new associates in the various customer relationship roles within SFI.
17.
Assist in other special projects or non-routine functions as requested.
Job Requirements
EXPERIENCE / REQUIREMENTS
1.
Bachelor’s degree! in business or related field or equivalent experience required.
2.
Five plus years work experience with working knowledge of trucks, trucking operations and/or transportation equipment financing.
3.
Demonstrated customer service and sales/influencing skills that have led to above average deal generation success with a wide range of customers.
4.
Competence in professional and effective verbal and written communication is essential.
5.
Solid experience utilizing PC-based spreadsheet and word processing applications as well as having demonstrated mastery of SFI’s business operating system.
6.
Proven problem solving and root cause identification skills; effective negotiation skills.
7.
Excellent organizational skills to effectively manage multiple and conflicting priorities
8.
Demonstrated stress tolerance in a fast-paced environment with a demanding! workload.
9.
A track record of success in dealing wi! th serious delinquent account collection activities, including knowledge of effective legal collection practices and support of bankruptcy administration is required.
10.
Bilingual expectations as determined by geographic location or work assignment.
11.
Potential for up to 25% regional travel.
Currency
USD
Amount of Travel
2 - Up to 25%
Work At Home
- .
If you were eligible to this career, please email us your resume, with salary requirements and a resume to Schneider National.
If you interested on this career just click on the Apply button, you will be redirected to the official website
This career starts available on: Tue, 24 Sep 2013 09:30:57 GMT