Relationship Officer at McMillan Shakespeare in Albany (NZ)

Relationship Officer

Location: Albany (NZ)

Making a difference isn’t just our purpose, it’s what motivates our people every day. For us, work is not about ticking a box. It’s about knowing that it matters. We make a meaningful difference every day by driving what’s possible so that our clients achieve their goals in line with our company values.

Here’s how you will make a difference in this role…

This position supports the Client Managers (Relationship Manager Major and SME Fleets) on an administrative level, undertaking tasks in the maintenance of existing customer relationships and in growing the business from existing clients.

Activities will include providing support in the preparation of quotations, obtaining orders, and in addition to supporting the Client Managers, this position will deliver a professional support service direct to external customers as well as on behalf of the respective Managers, especially customer service issues that arise in their absence.

In addition to supporting the Client Managers, this position will deliver a support service for outbound client communications utilising marketing software as well as the analysis and preparation of fleet performance reports on a scheduled and ad hoc basis.

Performance will be measured by retention and renewal performance, client growth, revenue generation through up-selling of additional services within the client base and is instrumental in influencing customer satisfaction by liaising with customer representatives daily.

At MMS clear expectations help our people Be the Difference. Your key responsibilities in this role will include:

Respond promptly and professionally daily to requests from customers as well as the Client Managers on all administrative tasks relevant to effective fleet management and growth in the business, specifically:

The experts you can rely on - with more than 35 years’ experience, Interleasing provides expert fleet management services to a range of clients across Australia and New Zealand. Interleasing’s services include asset finance, vehicle sourcing, fleet management and driver related services for a wide range of assets.

Relationship Sales & Client Contact

• Build long and effective working relationships with clients and their drivers to ensure familiarity and understanding of our organisation and services.
• Provide superior customer service and satisfaction with the delivery of operational services and understanding each client’s individual needs.
• Adopt a continuous improvement perspective when engaging with external and internal stakeholders to ensure that the customer experience is forefront of mind.
• Proactively monitor client services to ensure compliance with company standards and legal requirements.
• Understand and respect customers and clients’ gratuities and probity policy.

Operational Delivery

• Effect all administrative tasks relevant to contracted services including quotations, order placement, vehicle delivery process, preparation of fleet packs etc within company standards.
• Ownership, oversight and resolution of vehicle related services and components (registration, RUCs, fuel card, fines management etc) issues.
• Prepare and coordinate tasks to effect seamless contract modifications, lease extensions, mini-leases, lease expiry and replacements, ensuring compliance with business guidelines.
• Assist the Business Development Managers and Client Managers with quotations for new and replacement business, ensuring compliance with company guidelines.
• Preparation and, where required, delivery of Direct Sale and Early Termination proposals in conjunction with Fleet Administrator, ensuring compliance with all legislative requirements and protection of the company’s profitability.
• Document and retain information on clients, contacts, unique customer dimensions and client events in a way that allows this information to be accessed and used for cross-sell, upsell and customer service benefits.

Data Management & Reporting

• Ensure customer set-up requests comply with current business guidelines including the preparation of executable documentation, while also maintaining accuracy of client, driver & vehicle records.

To be considered for this role you will have:

• Relationship Building - ability to successfully liaise with internal and external customers and appropriate vendors to meet and anticipate their needs and agree priorities.
• Customer Service – an awareness and sensitivity to the customer perspective.
• Excellent personal presentation, oral and written communication skills.
• Teamwork - proven ability to work in a team environment to improve processes, respond to various demands and manage multiple activities simultaneously.
• Planning & Coordination – ability to plan for self and the team and monitor activities in delivery to SLA’s and required timeframes.

Essential Experience:

• Advanced expertise with Microsoft Excel, proficiency with Microsoft Applications
• Proficiency with digital and email marketing software and tools
• Solid experience in a client support role, preferably in the automotive industry, or in a professional services environment with an elevated level of focus on customer service/sales activities.

Qualifications:

• A tertiary qualification in a business-related discipline or equivalent education and/or experience is preferred.
• Must hold a Full current Driver’s Licence.

What we can offer you:

· Strong culture and the support of a values-based recognition program

· Novated leasing benefits and discounts

· 12 weeks paid parental leave

· Comprehensive learning and development opportunities to support your career growth

· Sonder digital wellbeing platform, providing personalised support 24/7, plus annual flu vaccinations

· Default Income Protection Insurance reimbursed for members of the MMS Default Super Fund

· Exempt Employee Share Plan

· Volunteer leave & Career break

· MMS Rewards program

Embracing our value of Everyone Matters we hold a collective commitment to foster an environment where all differences are valued and respected.

· We encourage individuals from all backgrounds including Aboriginal and Torres Strait Islander peoples, those caring for someone or living with a disability, LGBTQIA+ and culturally diverse applicants to apply.

· We value the skills and attributes veterans can bring to our organisation.

· We embrace hybrid working and welcome conversations about flexibility.

Please note all successful candidates will undergo background checks (including criminal history and ASIC checks) and an NDIS Workers Screening Check if appropriate. All information provided will be treated confidentially.

We acknowledge Aboriginal and Torres Strait Islander people as the Traditional Custodians of the lands where we live, learn and work.

If you identify as a person living with disability and require adjustments to our recruitment process, please contact us at mmsgrouprecruitment@mmsg.com.au