Lead Fleet Client Coordinator

Cox-Fleet-; Detroit (MI); On-site; USD 55,000 - 85,000; Full time

Job summary

Cox Fleet is seeking a Lead Fleet Services Coordinator to support dispatch and service scheduling for a nationwide on-site fleet maintenance operation.

The role emphasizes managing maintenance transactions, coordinating with Field Operations, and delivering exceptional customer service to internal and external customers.

Qualifications

• Minimum 7 years’ related field experience; HS diploma with alternative combinations considered.
• Excellent verbal and written communication skills across all levels of the organization.
• Proven ability to collaborate cross-functionally and build trusted partnerships.
• Strong organizational skills and ability to balance multiple tasks.
• Proficient in Excel and data entry and able to learn Cox Fleet IT systems.

Responsibilities

• Manage the follow-up maintenance transactions lifecycle from origination to repair completion.
• Oversee assigned projects as needed.
• Provide timely and accurate documentation in Cox Fleet systems for each customer contact.
• Deliver excellent customer service for internal and external calls; build positive rapport.
• Proactively schedule preventative maintenance with customers to drive repeat business.
• Coordinate with Field Operations to assign the right technicians to accounts, ensuring a positive customer experience.

Skills

Verbal communication

Written communication

Organizational skills

Problem solving

Cross-functional collaboration

Education

High School Diploma

Tools

Web Wrench

MobileFrame

RO Writer

Job description

Headquartered in Indianapolis, Cox Fleet has grown to become one of the largest fleet maintenance companies in the country.

Cox Fleet is the leading provider of on-site mobile maintenance and repair services nationwide, offering mobile on-site fleet service for light medium, and heavy-duty trucks and trailers. Cox Fleet also services customers utilizing its 20+ nationwide service centers; each offering select services, such as accident repair, paint, refurbishment, and heavy mechanical repair. Supported by a 24/7 in-house call center, Cox Fleet provides maintenance scheduled and unscheduled services to fleets anywhere, anytime.

Cox Fleet is currently hiring a Lead Fleet Services Coordinator to support the growth of the company.

Duties & Responsibilities:

• Managing the follow up maintenance transactions lifecycle from origination until the customer unit is in control/custody of the repair technician
• May oversee assigned projects.
• With limited supervision, exercises judgment on advanced or complex issues.
• Timely and accurate documentation and notation in all Cox Fleet systems regarding each customer contact
• Providing excellent customer service for all internal and external customer calls
• Be professional and establish positive customer rapport
• Obtain customers approval for all repairs and services to be performed
• Proactively contact customers to schedule preventative maintenance at regular intervals, driving repeat business
• Partner and communicate consistently with Field Operations to schedule the right technicians to accounts, resulting in a positive customer experience
• Encourage customers to schedule repairs and maintenance in advance, creating a consistent pipeline of work for each supported technician
• Continuously develop and improve company capabilities in Dispatching and Service Scheduling
• Additional duties and special projects as assigned

Requirements:

• High School Diploma/GED and 7 years’ experience in a related field. The right candidate could also have a different combination, such as any level degree/certification beyond a HS diploma/GED in a related discipline and 5 years’ experience; or 9 years’ experience in a related field
• Excellent verbal and written communication skills; Ability to effectively communicate at all levels of the organization.
• Proven track record to collaborate cross-functionally, build positive relationships and become a trusted partner to relevant cross functional partners.
• Excellent organizational skills and the ability to balance a variety of tasks.
• Strong Excel and data entry skills, and the ability to learn new platforms (such as Cox Fleet IT Systems, including Web Wrench, MobileFrame, RO Writer)
• Common knowledge of the trucking industry; experience with fleet maintenance or other transportation experience in automotive/trucking would be very helpful.
• Ability to work independently and collaboratively within a team environment.
• Excellent problem-solving skills
• Highly organized with exceptional follow-through abilities