As the PARS Director of Customer Experience , overseeing the customer relationship management, inside sales, IT projects and website support, data management, and special projects. Proactive, consultative client ownership: anticipating client reactions and responding accordingly, managing internal and external expectations and crises, gathering feedback, training users, preparing for, leading and following up on meetings in person and by phone, engaging in ongoing follow-ups with clients to assure success.Ensure client satisfaction while maintaining overall responsibility for the best interests of our company.Diagnose client issues with use of our services and provide feedback and diagnostic data to Product Management.Communicate project status to Sales on an ongoing basisAssist sales by interacting with potential clients and assisting with demonstrationsGain and maintain current product and cross-vertical knowledgePlan for impact of new features on clients and communicate as needed internally and externallyProvide feedback to Product ManagementDevelop and improve processes and best practice recommendationsProvide assistance to colleagues as needed, including participation in training, workload balancing, coverage, etc.Following established Processes & Procedures and using good judgment to take appropriate action where there are no established methodsMaintain documentation of client projects, case studies, etc.Other projects, additional data vendor relationships and tasks as needed

Responsible for, but not limited to, the following functions within the Used Truck Center: Sales and Marketing: Frontline Sales Representative for Vehicle Sales, in person, online and via phoneResponsible for executing the marketing plan, this includes product selection for periodicals, trade associations, and industry specific marketing campaignsCoordinate outbound marketing efforts, including but not limited to phone calls, marketing mailers, and Thank You cardsAct as liaison between Asset Management, Rental and Lease product LinesResponsible for the overall accuracy and content of the Lead Tracker databaseAccuracy of this process will measure the effectiveness of the marketing effortsComplete understanding of the used vehicle market place and local competitorsCover for the VSM at their location, as well as other locations when needed, in their absence as required by business needsResponsible for structuring and selling all ancillary products (Finance and Extended Warranty) to meet customer needs, and fulfill Ryder's expectationsDevelop and expand relationships with existing customer base utilizing all avenues of communication and resources to ensure customer retention levels are met and exceeded, Install sold signs/mark vehicles as directedInventory Management: Manage overall effectiveness of the website for content and data accuracyAccountable for all vehicle inventory movement within the area of operations, including offsite and satellite locations. Maintain key tracking system for inventory management and vehicle securityResponsible for Vehicle quality and appearance utilizing washing, detailing, and vehicle exercise program. Perform weekly yard check with required documentation from off-site locations, managing unit files and sales recording systems including titling, licensing, and legal sale documentsManage the supply inventory, vehicle sales compliance with local, state, Federal and other regulating agencies

• As the single point of contact, act as liaison and/or advocate with internal departments for assigned customers to ensure customer requirements are met by providing a closed loop process. • Build and maintain customer relationships. • Work with the assigned Sales Representatives to determine account strategy, provide ongoing feedback, identify sensitivities, provide ongoing evaluation of products and services within the context of the customer’s service needs, and reinforce product opportunities. • Manage exceptions to ensure processes/requests align with contractual terms and conditions requiring an intimate understanding of customer expectations, GE standard operating procedures and deal economics. • Proactively provide the customer with cost-saving and process improvement opportunities • Train customers on available technologies and resources, identify customer data needs, set up reports and access for the customer to self-serve on data requests as appropriate • Participate in projects such as technology development and testing, LEAN initiatives and other process improvement initiatives in order to continuously improve the customer service model, drive efficiency across the operational departments and drive productive.