Job Description

General Responsibilities

Leader and expert on the Corporate Customer Service Efforts for all of North America Corporate accounts; serve as team lead for customer service ASR team; be a subject matter expert of all relevant customer service issues; act as a primary point-of-contact with the field sales team for all customer service related issues; coordinate all aspects of Corporate customer service with Sales, Legal, Revenue Management, Finance, Operations, and other internal stakeholders; manage and review all incoming customer related and ad hoc Sales support requests.

SALES SUPPORT MANAGEMENT

* Help manage all Customer Service efforts related to Corporate segment

* Lead Account Onboarding

* Manage ASR contract workflow

* Manage and provide resolutions for: Rate Issues, account updates

* Manage all requests related to VAS - refueling, freesell, etc.

* Training/ASR coaching

* Manage Special Projects

* Oversee Contract Administration for Central, Western, Eastern (reporting and technology team)

* 4 Direct Reports, 4 dotted-line reports

* Build-out, review and implement Corporate Account Agreements - helps manage annual volume of 1,000+ contracts

* QC corporate agreements throughout negotiation and implementation

* Contract SME expert and primary liaison for corporate sales team; provides variety of contract support for

* Coordinates with internal depts to ensure proper contract implementation

* QCs ~half of Contract opportunities after they have been approved by internal departments, and helps prepare various contract documents for review and signature with customer;

* Dedicated primary contact for Field sales team with questions or issues with Corporate contracts; spends several hours each day fielding calls and responding to emails

* Conduct calls with field sales team to discuss contract issues related to Covid-19

* Managing contract accuracy reporting to ensure contract issues don't fall through the cracks due to the recent RIF

CONTINUOUS IMPROVEMENT

* Lead efforts to standardize corporate contract opportunity and quote process; Create and execute on a formal plan to communicate process changes to the field sales team; assist in rolling out global standardized contract approval process; provide support on other special projects as needed.

AGREEMENT LIBRARY

* Upload and maintain accurate and up-to-d ate library of fully executed corporate account agreements in Field COE with attachments within Salesforce. Conform to retention standards.

* Manage implementation of Docusign process and agreements.

* Process and maintain Privacy Letters.

* Bump Letters: Maintain and update Standard and Long-Term Agreement Templates annually.

CONTROL & AUDIT

* Monitor daily activity of inbound corporate pricing requests from Europe for US pricing and respond timely by forwarding to appropriate account manager for follow-up or providing standard tier bundled pricing or standard corporate template pricing .

* Missing Contract List: Research and review with field and Sales Systems for accuracy and updating of report and completion of fully executed agreements.

Essential Requirements

* 5-7 years relevant experience

* Bachelor's degree required in Business, Sales or Marketing preferred

* Experience managing complex workflow across multiple team members; Prior supervisory experience preferred

* Excellent written and verbal communication skills

* Strong analytical skills

* Self motivated

* Planning, organizational and time management skills

* Expert in Excel, Word, Powerpoint

* Prior experience with Salesforce, RAM, DASH, and Sales Systems a plus

o Hertz is a Drug-Free Workplace. All employment is contingent on successful completion of drug and background screening.

o Hertz is an equal opportunity affirmative action employer and administers all personnel practices without regard to race, color, religion, sex, age, national origin, sexual orientation, gender identity or expression, marital status or domestic partnership status, disability, protected veteran status or military status, genetic information, or any other category protected under applicable law. Hertz is committed to taking affirmative steps to promote the employment and advancement of minorities, women, persons with disabilities and protected veterans.