Manager, Order Entry & Resolution

Get started on an exciting career at Element!

Element employees make a difference in the lives of others every day. We are re-defining the fleet management industry to be people first, then business – delivering on our promise of a superior client experience. This takes hard work and innovation, and we need more like-minded people on our team.

What We Need 

We are looking for a Manager, Order Entry and Resolution to join Element Fleet Management.   As the largest pure-play fleet manager in the world, we provide unmatched products and services and solutions to our clients. 

At Element, employees play a critical role in delivering value to customers and ensuring an exceptional client experience. We are committed to the success of our clients, employees, and investors by fostering a culture where every employee can make a difference! 

Are You: 

• Strong, dynamic leadership that mentors, develops and guides team members 

• Strong knowledge in the Fleet industry and Vehicle Ordering space

• Strong strategic leadership skills with the ability to plan for the future

As the Manager, Order Entry & Resolution you will be responsible to create a culture that prioritizes people, leading to high employee satisfaction, strong retention of employees and clients, and promoting employee development and ensure that operational activities remain on time and within budget. Drive value to clients by ensuring consistency in Vehicle Ordering and resolution across North America.

A Day in the Life  

Strategic Leadership

• Build and maintain a team environment that fosters Element’s Ways of Working

• Identify risks and challenges in the Vehicle Ordering space and recommend actions to resolve.

• Develop best-in-class operating procedures that exceed client expectations.

• Establish quality management practices within the Order Entry & Resolution team to exceed Client Expectations

People and Performance Management

• Lead, motivate, and support a large team within a time-sensitive and demanding vehicle ordering environment, including career development plans for direct reports and problem resolution. Develop and monitor staff performance, ensuring consistency in vehicle ordering.

• Implement compliance protocols to ensure the department operates within SOC audit compliance frameworks.

• Deliver business metrics monthly with root cause assessments for all variations against forecast.

• Provide coaching to Team Lead (as applicable) while ensuring front line receive a monthly performance review.

• Prioritize daily workflow in a manner that beats Cycle Time targets and Vehicle Ordering goals.

• Establishes capacity requirements and maintains the headcount required to manage forecasted volumes.

Client Management

• Drive customer satisfaction by exceeding consistent client experience verified by NPS score.

• Partner with cross-functional teams and clients to manage and exceed customer expectations.

• Maintain a reputation for reliability by ensuring status updates on client requests are provided regularly and timely.

Order Resolution Management

Requirements 

• Preference given to candidates with a background in Automotive Industry / Fleet

• Bachelor’s degree in operations management, business administration or 3 – 5 years of equivalent experience with at least 1-2 years of direct people management experience.

• Management/planning skills to manage staff and complete projects within established timeframes

• Ability to operate in a rapidly changing environment with a sense of urgency, and to develop and deploy changes to positively impact vehicle ordering and resolution

• High degree of initiative and flexibility. Ability to lead through changes to the work environment volume, business processes, systems and other changes

• Excellent interpersonal skills. Must be able to successfully interact multiple levels in the organization

• Strong business acumen and ability to understand financial outcomes

• Demonstrate project management and organizational skills. Must be able to effectively lead and coordinate cross-functional teams to deliver desired results in the time frame required. Must be able to evaluate and effectively prioritize several projects independently. Effective delegation skills, utilizing the talents of the team while maintaining an appropriate level of c