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Job Description:

Summary
Under the direction of the Customer Implementation Manager, the Customer Service Specialist II is responsible for the successful coordination and implementation of customer on-boarding and training activities. In addition, s/he will assist with the development of customer, sales, and field training material.  The incumbent will focus on developing, maintaining and implementing partnerships with assigned customers and maintaining communication with internal stakeholders (sales and operations).

Essential Functions

• Provide Account Management (training, presentations, onboarding, etc.) and support on complex issues that require additional technical and/or in-depth knowledge
• Support planning and implementation for all customers implementation, including service upgrades and initial installation
• Engage with OEM, frontline shop managers and independent third party installers to ensure the timely installation and activation of multiple telematics platforms.
• Identify and engage any "at risk" business.
• Track active sales orders and establish training plans for new and existing customers.

Additional Responsibilities

• Responsible for assigned implementations, including gathering, analyzing, and documenting customer-specific requirements.
• Lead the process to assure the transition from implementation to "go live" is a smooth transition without outstanding issues.
• Promote and develop strong customer relationships during installation and implementation of the RydeSmart product.
• Coordinate and facilitate all customer deployment and training activities.
• Liaise with Sales to obtain documentation required to support the new customer implementation process.
• Proactively develop and execute ongoing customer call/training schedule.
• Support the execution and tracking of customer implementations to ensure milestones are met and issues are addressed, which includes proactively identifying any potential risk(s) and developing and implementing mitigation strategies.
• Communicate customer onboarding/implementation status to appropriate stakeholders including tracking progress toward established goals.
• Deliver a consistent message to customers.
• Perform other duties as assigned.

Skills and Abilities

• Demonstrates customer service skills
• Ability to interact and communicate with customers in person and remotely
• Ability to build strong customer relationships
• Heightened sense of urgency resolving customer issues in order to constantly achieve a positive communication environment with customers
• Ability to identify and overcome areas of delay that could impede resolving issues within set deadlines and acceptable service guidelines
• Seeks to acquire knowledge in area of specialty
• Ability to learn new operating systems, homegrown and off the shelf
• Maintains a high degree of professionalism
• Ability to maintain a professional demeanor at all times regardless of the situation
• Possesses strong technical aptitude
• Excellent social media/online content
• Demonstrates time management and priority setting skills
• Strong organizational skills
• Ability to work independently and as a member of a team
• Self-motivated with ability to work effectively in a team environment
• Flexibility to operate and self-driven to excel in a fast-paced environment
• Quickly troubleshoot and resolve problems
• Provide support on complex issues that require additional technical and/or depth of knowledge
• Ability to create and maintain professional relationships within all levels of the organization (peers, work groups, customers, supervisors)
• Capable of multi-tasking, highly organized, with excellent time management skills
• Detail oriented with excellent follow-up practices

Qualifications

• Bachelor's degree required in relevant field
• Five (5) years or more experience in Telematics Systems and Telematics System Management and/or Customer Service environment required

DOT Regulated
No

Our people are passionate about what they do, the product they sell, and the customers they serve. If you're looking for an opportunity to be an opportunity to be a part of a work family that values collaboration, innovation and dedication, we're the right company for you.

Job Category

Customer Service

Compensation Information:

The compensation offered to a candidate may be influenced by a variety of factors, including the candidate’s relevant experience; education, including relevant degrees or certifications; work location; market data/ranges; internal equity; internal salary ranges; etc. The position may also be eligible to receive an annual bonus, commission, and/or long-term incentive plan based on the level and/or type. Compensation ranges for the position are below:

Pay Type:

Salaried

Minimum Pay Range:

$68,000

Maximum Pay Range:

$68,000

Benefits Information:

For all Full-time positions only: Ryder offers comprehensive health and welfare benefits, to include medical, prescription, dental, vision, life insurance and disability insurance options, as well as paid time off for vacation, illness, bereavement, family and parental leave, and a tax-advantaged 401(k) retirement savings plan.

Ryder is proud to be an Equal Opportunity Employer and Drug Free workplace.

All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, among other things, or status as a qualified individual with disability.

Important Note:

Some positions require additional screening that may include employment and education verification; motor vehicle records check and a road test; and/or badging or background requirements of the customer to which you are assigned. 

Security Notice for Applicants:

Ryder will only communicate with an applicant directly from a [@ryder.com] email address and will never conduct an interview online through a chat type forum, messaging app (such as WhatsApp or Telegram), or via an online questionnaire.  During an interview, Ryder will never ask for any form of payment or banking details and will never solicit personal information outside of the formal submitted application through www.ryder.com/careers.

Should you have any questions regarding the application process or to verify the legitimacy of an interview or Ryder representative, please contact Ryder at [email protected] or 800-793-3754.

Current Employees:

If you are a current employee at Ryder, please click here to log in to Workday to apply using the internal application process.

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