Job Description

Overview Of The Role:

• The Senior Lease Coordinator plays a critical role in enhancing customer satisfaction by ensuring professional interaction with clients and adherence to Hertz standards. This involves supervising a team of drivers for efficient vehicle delivery and collection, overseeing service and maintenance exchanges, and managing end-of-contract processes. Success in the role requires mentoring the team to meet department targets, effectively coordinating logistics, managing key account follow-ups, and implementing strategic action plans for department improvement.

What You Will Do:
Supervising/Guidance

• Act as a mentor to logistics drivers to help them understand the importance of delivering a great customer service experience in every transaction.
• Ensure drivers understand expectations to meet self and overall department targets.
• Assist the Supervisor/Manager in holding regular team meetings and impact planning sessions, updating action plans with effective implementation.

Reporting

• Take ownership of reporting such as Daily vehicle inventory, Transaction Report, Fleet on Replacement, Same Day Return, Vehicle Ageing, etc., to improve overall efficiency.

Logistics Co-ordination

• Ensure lease-ready vehicles are delivered on time, meeting TAT for Vehicle in branch aging and reducing fleet on replacement.
• Serve as the point of contact for key accounts, ensuring follow-ups for service bookings and maintenance-related tasks.
• Meet and exceed KPIs for key accounts in service and maintenance.

Customer Complaints and Resolution

• Ensure all policies and procedures relating to Customer Query Handling and Complaints Resolution are adhered to, ensuring customer satisfaction.
• Escalate customer challenges to the Team Leader/Supervisor/Manager as per agreed process when required.

Team Briefing & Training

• Conduct daily briefings at the start of shifts with drivers to set expectations related to planned transactions.
• Conduct weekly briefings with drivers to discuss progress, challenges of the week, and align changes in transaction management.
• Conduct a minimum of two training sessions (new or refreshers) with the drivers to ensure they follow agreed processes and offer the best customer service.

General

• Coordinate and manage logistics to ensure smooth operation flow.
• Ensure compliance with safety and operational guidelines.
• Develop strategies to optimize fleet performance and customer service.

Skills Required