Loxea Limited
Position Title: Accounts Executive
Division: Fleet
Department: Fleet
Section / Unit: Fleet
Reports to: Fleet Manager
Work Station: Loxea Kenya HQ
Direct Reports: N/A
Indirect Reports: N/A
JOB PURPOSE: Customer satisfaction, Fleet Admin Duties & Service and Maintenance of Loxea vehicles.
MAIN RESPONSIBILITIES OF THE JOB
Managerial Responsibilities
- None
Operational Responsibilities
- Request quotes for service and maintenance and ensure PO approval in time for all service maintenance & repairs
- Be the point of contact for all clients assigned and be available to always handle client matters promptly
- Schedule service appointments to all clients and automate the reminders through Optimum system at least 1,000 km in advance and follow up
- Ensure all service and maintenance are done in time and as per SLA and the client is kept informed of the progress, timelines, and repairs
- Manage the road rescue process & ensure a regular communication to the customers
- Manage the insurance process & ensure a regular communication to the customers
- Follow up the pending repairs until the vehicles are sent back to the customers
- Communicate with the customer on what has been done on the vehicle & make sure it also complies with their expectations if they have shared a specific claim when they delivered the vehicle to the workshop. Keep the record & follow up.
- Manage the insurance claims process fully making sure SLA is respected by all parties & ensure a regular communication to the customers
- Follow up to ensure PO’s from clients for out of contract repairs with customers for the leased vehicles or relief cars issued
- Participate to the delivery of new cars and train the end user from time to time and when delivering a large fleet (rights & obligations)
- Manage all customer queries or needs and ensure they are handled to completion
- Follow up on all requests or needs for any statutory documents and ensure they are up to date and delivered to the client(insurance, TLB, inspection, MCSK etc)
- Ensure client requests for any other needed documentation (e.g., COMESA card, Express way) is done promptly and sent to the client
- Ensure all quotes are as per the agreed SLA and discount to Loxea before approval
- Follow up with client and dealer to ensure all free services are respected and warrant is maintained and not voided
- Ensure the client is trained as per the needs and all services are done in time to ensure costs are maintained as low as possible
- Follow up on all PO’s required for client job and ensure these are received before PO by Loxea is provided to the garage
- Follow up with the customer to pay for out of contract repairs or those that come from bad driver behaviours, add analysis from our platform
Systems & Fleet duties
- Use & be comfortable with our systems & platforms (Fleet Kompact, Optimum Automotive tracking platform, OLEA)
- Ensure all service mileages are up to date and automated for all clients in Optimum system
- Ensure all tracking certificates are received, shared with the insurer and filed
- Make sure the relief cars are always in good working & safety conditions and state including all repairs and service
- Coordinate Issuance and receiving of the relief vehicle as per contract, approval or insurance terms and terms are adhered to by the client
- Follow the KPIs on provision of relief car (timing vs contract terms & conditions) & follow up customer satisfaction on that promise
- Report and follow up on the relief car amount to be invoiced to the customer and insurer
- Ensure all vehicles have valid insurance, inspection, MCSK, TLB & other licences
- Coordinate, follow up of all end of lease, staff, and all non-lease vehicle repairs
- Receive all invoices relating to fleet dept and ensure all invoices for fleet are approved and paid in time and records kept
- Meet the broker/insurance every month to review KPI and issues & prepare a Monthly report on KPI (performance of the broker/underwriter)
- Coordinate with Sales team all processes from receipt of the vehicle by the dealer up to delivery to the client
- Receive all invoices relating to fleet dept & ensure all invoices for fleet are approved and paid in time and records kept
- Be a team player and support the team for any other duties assigned
- Coordinate with Sales team all processes from receipt of the vehicle by the dealer up to delivery to the client
- Build monthly reports to be shared with the client and discussed on a monthly basis (Accident reports, non-respected service reports)
- Prepare, schedule and hold monthly/quarterly meetings (as scheduled) with all clients and ensure minutes are shred and recorded in CRM
- Participate to the delivery of new cars as the assigned account exec and train the end user from time to time and when delivering a large fleet (rights & obligations)
- Train and organize training for the clients at least once per year on claims process and road rescue
- Collect need for training from clients and follow up to ensure the trainings are done
- Build a monthly report on KPI (performance of the broker/underwriter) with an Insurance report monthly and use SLA report OLEA vs Optimum
- Build a weekly report on relief vehicle usage
- Build Fleet PACI monthly report
- Build the annual PACI report on annual stock inventory
- Build quarterly PACI report on insurance claims
- Build quarterly PACI report on insured vehicles
- Be present in other monthly meetings as required and represent the fleet team
- Build any other reports required
- Promote Kaizen spirit & creation of new ideas to save on costs & improve on operational efficiency
- Promote the “One Team, One aim, One Country” spirit & be an example in the relationships we have with our sister companies
- Be open for all other tasks/responsibilities important for the business that could arise & to be managed through a decision on priorities
KNOWLEDGE, SKILLS AND EXPERIENCE
- Bachelors degree
Minimum level of experience required to perform effectively in the role
- 3 years of relevant experience in an organisation of comparable size of operations
WORKING RELATIONSHIPS
Internal customers
- Dealers
- Service providers
External Customers
- Customers – Lease clients
COMPETENCIES
Technical
- Computer literacy
Functional
- Writing skills
- Presentation skills
Behavioral
- Professionalism –maintains a professional approach based on ethics and CFAO values
- Integrity, honesty, and ethics- ensures ethical practices and integrity
- Communication Skills
- Customer orientation-is customer focused striking a solid balance between external and internal customer orientation
- Resilience –is able to withstanding strategic and operational challenges and maintain momentum
- Emotional Intelligence-manages emotions in a mature and composed manner as expected of a leader
How to Apply
If you meet the requirements, kindly forward your application enclosing a detailed word version of your curriculum vitae together with a cover letter by 27th November 2022 to dtdobieapplications@cfao.com
Please indicate Account Executive – Loxea Limited as the header of your email.
We are an equal opportunity employer