Customer Information Services is a group of customer-oriented individuals that will collaborate with Ryder's customers to understand their information needs and how they use it. They will communicate the customers' needs to other Ryder team members effectively, participate in the creative process to conceive solutions that enhance our Ryder's customers' operation better and make them more successful. The CIS Manager will be responsible for on-boarding, training, supporting any IT needs of key customer accounts. These customers are key to Ryder, and this position will build relationships with the Sales and Operations organization to identify customer needs around information and electronic collaboration. The customer relationship building will be at all levels within customer organizations, and integration between Ryder and the customer is critical to ensure maximum customer satisfaction. Strong understanding of both technology and fleet management business processes will allow for this person to be successful.
Bachelor's degree or equivalent experience required
Minimum of 5-7 yrs. face-to-face major Customer Service account management experience preferred
Strong people and presentation skills and excellent written and verbal communication skills
Experience in providing customer service support activities across organizational elements
Understanding of how businesses use information and technology and what solutions Ryder can offer
Possess effective time management, organizational, prioritization and multitasking skills
Attention to detail and ability to work well under pressure.
Strong interpersonal skills with the drive to go above-and-beyond to meet customer service demands and needs
Ability to plan, organize, and prioritize and manage multiple size customers and multi-task with customers needs receiving highest priority
Ability to learn Ryder IT capabilities and be able to articulate its use to ensure customer ROI
Excellent customer service skills with superior verbal and written communications skills
Exhibit behaviors consistent with organization's core competencies: integrity and trust, organizational agility, innovation management, dealing with ambiguity, drive for results, customer focus, and peer relationships
This position will be focused on the Decisiv Service Management Platform product and how it is used by customers and Ryder to meet the needs of fleets. This person will become the Ryder "expert" in this area. They will be the main point of contact with Decisiv and with Ryder sales teams that find prospects for the Decisiv platform. Development and enhancement of the combined Ryder/Decisiv offering will also be an area of focus.
Serve as single point of contact for information/technology solutions for customer and Ryder Sales teams responsible for the account; initiate and maintain scheduled contact with assigned Customers at multiple contact levels
Manage two or more customer consultants/managers as the number of customer accounts grows within Ryder due to increased adoption of this service
Participate in new account implementation from sales, launch, training, and product support with appropriate escalation of information/technology issues to the internal IT team
Maintain knowledge of Ryder IT customer facing capabilities and provide feedback on opportunities to improve the product, based on interaction with the customers
Liaison for all Customer Information Services functional areas (IT, Operations, Marketing, Online Customer Support, and Vendor) by serving as the Voice of the customer
Work closely with IT Application teams, Field Operations, Billing, and other departments to provide customers with information that they request or solve IT problems that arise within a customer account on a day-to-day basis
Provide quarterly analysis to Management on who each account is doing, and strategies to improve customer satisfaction and increase revenue with customer
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.