Customer service administrator (transport ordering & car advisor)

Short company description

ALD Automotive & LeasePlan unveil Ayvens, our new global mobility brand which unites the two companies together under a single common brand. This new brand represents another strategic milestone in the company’s development to become the leading global sustainable mobility player.
With over 3.3 million vehicles managed across more than 44 countries, we provide full-service leasing, flexible subscription services, fleet management services and multi-mobility solutions to customers of all sizes, including large corporates, SMEs, professionals, and private individuals.
At ALD Automotive | LeasePlan, we believe that our success is driven by our commitment to customer satisfaction. Our team is dedicated to delivering innovative solutions and technology-enabled services that help our customers focus on their everyday business. In everything we do, we’re guided by the principles of authenticity, curiosity, commitment, and collaboration. We aim to foster an organization that's diverse in people and ideas, where everyone can thrive and be themselves, no matter who they are.
ALD Automotive | LeasePlan will rebrand to Ayvens across all 44 countries by 2025.

Requirements

• University degree/diploma (e.g. in business, management, economics, etc);
• Intermediate MS Office (Excel);
• Experience working in a multi-lingual international organization (Transportation/Logistic would be a plus);
• English (fluent, verbally and written);
• Excellent communication skills and customer oriented mindset;
• Strong analytical skills, and ability to solve a problem with a win-win negotiation approach;
• Ability to plan, prioritize and organize tasks to meet the defined SLAs;
• Creates personal standards for high-quality work;
• You must demonstrate strong communication skills with ability to influence and negotiate;
• Comfortable using the phone as a work tool;
• Interest in and knowledge of the car market is an advantage, but not a requirement;

Responsibilities

As a Customer service administrator (transport ordering & car advisor), you share responsibility for ensuring Ayvens’ customers are served professionally, including following routines and procedures :
• Fleet management related activities – contract services activation;
• Manage the activity of ordering home charges and maintain supplier relationship;
• Customer service related activity (portal access MyAyvens);
• Manage transport orders from booking to delivery, ensuring timely execution and accuracy;
• Communicate proactively with logistic companies dealerships and customers regarding delivery schedules and potential issues;
• Handle exceptions and resolve delivery or documentation issues promptly and professionally;
• Monitor KPIs such as on-time performance, cost efficiency, and service quality;
• Plan, organize, and monitor daily transport operations;
• Manage the service's operations, its interaction with other company departments, productivity, and quality delivered;
• Ensure continuous monitoring is carried out ;
• Contribute to process improvement and communication with customers;
• Responsible for carrying out a high-quality customer service by creating robust documentation and process mapping and be part of an end to end support of transition
• Provide excellent customer service, with the ability to build productive relationships, conduct quality sample assessments and identify process improvements
• Assisting department as needed/requested by line manager;
• This is a voice process that requires outbound phone interaction with clients/suppliers;

This is a senior, hands-on position suited for someone confident in managing complex situations, making decisions under pressure, and communicating fluently in English (both spoken and written - C1)

Other info

• 25 days of annual leave;
• 1 sick day/year;
• 1 day off for your birthday;
• Family Private healthcare subscription at Sanador/Regina Maria ;
• Monthly budget in Benefit Platform;
• Holiday gifts for Easter, Christmas through Benefits Platform;
• Loyalty bonus at 3 and 5 years seniority in company;
• Special events bonus (marriage, child birth, other);
• Opportunities and trainings for ongoing professional growth and career advancement;
• Hybrid work setup - 2 days/week in the office (Timpuri noi metro station);
• Discounts for dental care from Edent clinic;
• Massage in the office on Tuesday and Wednesday;