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Customer Service - Order Quality and Resolution Consultant

Job Type: Contract
Positions to fill: 1
Start Date: Oct 11, 2022
Job End Date: Apr 07, 2023
Pay Rate: Hourly: Negotiable
Job ID: 123694
Location: Toronto

This is a 6 month contract.  There is a possibility for an extension and/or conversion to full time employment based on performance.     
This role is hybrid in our Mississauga office- 2 days in the office and 3 days remote.  More in the office during training if possible.   4 Robert Speck Parkway, Mississauga ON L4Z1S1). 

The Order Quality and Resolution Consultant is primarily responsible for assisting with Quality Audits (manual, non-profile orders), dealer assigning all orders in the queue, Dealer negotiation and set up, ensuring PO distribution, processing any order changes or cancellations, management of the order queue, and action all status reports. 
  • Work collaboratively to ensure all order queues are maintained, actioned and constantly up to date, including VIN information.
  • Ensure all exceptions for dealer assignment are followed with exceptions communicated immediately. 
  • Negotiate fees and courtesy delivery of vehicles with non-contracted dealers.
  • Timely Set up dealers in our system and collaborate with other departments to ensure dealers are set up to receive payments.. 
  • Errors or issues are actioned immediately with escalation to the NVAS / Manager.
  • Manage queries from vendors/clients (internal/external) for status of order, payment, delivery ETA
  • Work with the NVA team to ensure Quality assurance checks are completed on all manual orders and Profiles placed in FleetSelect within benchmark.
  • Review processes and identify Quality Risk gaps for orders that impact both the external, internal customer and the vendor experience. 
  • Work with the Vehicle manufacturers and online systems to ensure all errors are corrected timely with no disruption to production and delivery to client.  This will include all changes and/ or cancellations with confirmation communicated to NVAC.
  • Ensure applicable FleetSelect queues are cleared and maintained daily with issues resolved within benchmark minimizing any holds/delays and clearing of errors timely
  • Monitor daily reports and actions associated with vehicle ordering and delivery to ensure all deliveries are completed timely.
  • Work with data provider to ensure timely vehicle data or vehicle data issues are resolved.
  • Ensure timely OEM communications to appropriate business partners
Must have skills:
  • Sound business judgment required
  • Excellent verbal and written communication. French language an asset.
  • Customer Service Skill
  • Strong analytical and problem solving skills.
  • Proficiency in Microsoft Office required including Word, Excel, and PowerPoint and Element Fleet proprietary systems
  • In-depth knowledge and understanding of vehicle ordering procedures and practices within Element Fleet are preferred
  • Able to work in a fast paced environment
  • Flexible during business peak periods
  • Self-motivated and able to work with minimal supervision and proven initiative
  • Enthusiastic, energetic, and highly driven.
  • Organized and highly detail oriented.
  • Post-Secondary Education
  • College or University Degree preferred