Fleet Customer Service Manager Job Description [Updated for 2025]

In the dynamic world of fleet management, the role of a Fleet Customer Service Manager is increasingly crucial.

As transportation and logistics systems become more complex, there is a growing demand for skilled professionals who can manage, improve, and safeguard our fleet operations.

So, what exactly is expected from a Fleet Customer Service Manager?

Whether you are:

• A job seeker looking to understand the depth of this role,
• A hiring manager outlining the perfect candidate,
• Or simply fascinated by the intricacies of fleet management,

You’ve come to the right place.

Today, we present a customizable Fleet Customer Service Manager job description template, designed for effortless posting on job boards or career sites.

Let’s delve into it.

Fleet Customer Service Manager Duties and Responsibilities

Fleet Customer Service Managers oversee the performance and maintenance of a company’s fleet of vehicles, and ensure high levels of customer satisfaction.

They also handle complaints and manage the team responsible for vehicle repairs and maintenance.

The main duties and responsibilities include:

• Manage and oversee the daily operations of the fleet, ensuring all vehicles are maintained and operational
• Handle and resolve customer complaints and inquiries, aiming for customer satisfaction at all times
• Coordinate with the fleet maintenance team to schedule regular inspections and repairs
• Monitor and analyze fleet performance, and develop strategies to improve efficiency
• Ensure compliance with transport laws, regulations and company policies
• Train and supervise fleet customer service staff, providing them with guidance and feedback
• Develop and maintain relationships with clients, suppliers and other stakeholders
• Maintain detailed records of vehicle service history, repairs, and related expenses
• Manage fleet logistics and planning, such as vehicle assignments and routing
• Perform administrative tasks such as billing, payment processing and report preparation

 

Fleet Customer Service Manager Job Description Template

Job Brief

We are looking for a dynamic and experienced Fleet Customer Service Manager to oversee our fleet operations and manage our customer service team.

This role includes ensuring high levels of customer satisfaction, maintaining service standards, developing effective customer service procedures, and managing fleet operations to achieve maximum efficiency.

Our ideal candidate is an excellent communicator with proven experience in customer service management and fleet operations.

They should be able to ensure smooth running of our fleet and provide exceptional customer service to our clients.

 

Responsibilities

• Manage and supervise the fleet customer service team
• Develop and implement customer service policies and procedures
• Manage fleet operations for optimal efficiency
• Handle and resolve customer complaints effectively
• Ensure high levels of customer satisfaction
• Coordinate with other departments to ensure consistency and high-quality service
• Monitor team performance and provide feedback for improvement
• Prepare reports on fleet operations and service metrics
• Ensure compliance with transportation laws and regulations

 

Qualifications

• Proven work experience as a Fleet Customer Service Manager or similar role
• Experience in managing fleet operations and customer service teams
• Excellent communication and leadership skills
• Strong understanding of customer service principles and practices
• Knowledge of fleet management software and GPS tracking systems
• Ability to handle and resolve complaints effectively
• Bachelor’s degree in business administration or relevant field

 

Benefits

• 401(k)
• Health insurance
• Dental insurance
• Retirement plan
• Paid time off
• Professional development opportunities

 

Additional Information

• Job Title: Fleet Customer Service Manager
• Work Environment: Office setting with occasional travel to various fleet sites.
• Reporting Structure: Reports to the Operations Director.
• Salary: Salary is based upon candidate experience and qualifications, as well as market and business considerations.
• Pay Range: $75,000 minimum to $120,000 maximum
• Location: [City, State] (specify the location or indicate if remote)
• Employment Type: Full-time
• Equal Opportunity Statement: We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
• Application Instructions: Please submit your resume and a cover letter outlining your qualifications and experience to [email address or application portal].

 

What Does a Fleet Customer Service Manager Do?

Fleet Customer Service Managers typically work for corporations across various sectors that own a fleet of vehicles or for automobile rental companies.

They are responsible for ensuring the smooth operation of a company’s fleet of vehicles used by clients or customers.

They work closely with fleet supervisors, drivers, and customers to ensure that the vehicles are in top shape and meet the client’s needs.

Their primary role involves managing customer inquiries or complaints, scheduling vehicle maintenance and repairs, and coordinating vehicle availability to suit customer needs.

Fleet Customer Service Managers also handle administrative tasks such as record keeping of vehicle usage, maintenance logs, and customer feedback.

They may also be involved in the procurement of new vehicles for the fleet, negotiating deals with automobile dealerships, and working on strategies to improve customer satisfaction.

Moreover, they ensure that all fleet operations are in compliance with company policies and local, state, and federal laws and regulations.

They have a crucial role in maintaining safety standards and ensuring the fleet’s adherence to environmental guidelines.

Their role extends to crisis management, where they have to handle vehicle breakdowns, accidents, and other emergencies promptly and efficiently, minimizing downtime and inconvenience to customers.

 

Fleet Customer Service Manager Qualifications and Skills

A proficient Fleet Customer Service Manager should have the skills and qualifications that align with your job description, such as:

• Strong leadership skills to manage and lead a team of fleet customer service representatives, ensuring that they meet performance and productivity goals.
• Experience in fleet management or related fields to understand the complexities and challenges of fleet operations.
• Outstanding communication and interpersonal skills to interact with customers, address their concerns, and enhance customer satisfaction and loyalty.
• Problem-solving skills to resolve any issues related to fleet operations and customer complaints quickly and efficiently.
• Negotiation skills to work with suppliers, contractors, and other third-party service providers, ensuring the best deal and service for the company.
• Exceptional organizational and multitasking abilities to manage multiple tasks and projects simultaneously, maintaining a keen eye for detail and accuracy.
• Experience with fleet management software and other relevant technologies to monitor and manage fleet operations effectively.
• Strong customer service skills, with a focus on providing a positive customer experience and resolving customer issues in a timely manner.

 

Fleet Customer Service Manager Experience Requirements

Entry-level candidates for a Fleet Customer Service Manager typically have 1 to 2 years of experience in a customer service role, preferably within the automotive or transportation industry.

This experience could be gained through an internship or part-time role in fleet management or customer service.

Candidates with 3 to 5 years of experience are often seen as more desirable for the role of Fleet Customer Service Manager.

They should ideally have specific experience in fleet management, logistics, or transportation.

They may also have been involved in roles such as Fleet Coordinator, Fleet Analyst, or Vehicle Service Advisor where they have developed their knowledge of fleet operations and customer service.

Professionals with over 5 years of experience in a similar role would be considered highly experienced.

They are expected to have a solid understanding of fleet management, excellent customer service skills, and strong leadership abilities.

They may have previously held roles such as Fleet Supervisor or Fleet Operations Manager, and may be ready to move into a senior management position.

Furthermore, some companies may require their Fleet Customer Service Manager to have specific certifications or training relevant to fleet management or automotive services.

This type of advanced relevant experience can further enhance the candidate’s qualifications for the role.

 

Fleet Customer Service Manager Education and Training Requirements

A Fleet Customer Service Manager typically requires a bachelor’s degree in business management, logistics, or a related field.

They must possess a solid understanding of fleet management, logistics, and operational efficiency.

Some employers may require a master’s degree in business administration or a related field, especially for larger fleet operations.

Experience in a customer service environment, preferably in a fleet or transportation setting, is usually essential for this role.

This includes knowledge of customer service principles, practices, and customer relationship management (CRM) systems.

Certifications, while not always required, can enhance a candidate’s credentials.

These may include Certified Automotive Fleet Manager (CAFM), Certified Transportation Professional (CTP), or similar qualifications.

Strong technical skills are also important, including proficiency in fleet management software and related applications.

In addition to formal education, a successful Fleet Customer Service Manager needs excellent leadership, problem-solving, and communication skills.

Some employers may offer internal training or professional development opportunities to help managers stay current with industry trends and technologies.

 

Fleet Customer Service Manager Salary Expectations

A Fleet Customer Service Manager typically earns an average salary of $71,345 (USD) per year.

The actual earnings can fluctuate based on factors such as years of experience, the size of the fleet being managed, and the location of the employing organization.

 

Fleet Customer Service Manager Job Description FAQs

What skills does a Fleet Customer Service Manager need?

A Fleet Customer Service Manager should have excellent organizational and leadership skills to manage their team effectively.

They must possess strong communication skills to interact with customers, suppliers, and the fleet team.

Problem-solving skills are crucial to handle and resolve fleet-related issues.

Knowledge of fleet management software and systems is also necessary.

 

Do Fleet Customer Service Managers need a degree?

A bachelor’s degree in business administration, logistics, or a related field is generally preferred for the role of Fleet Customer Service Manager.

Some companies may also require certain certifications in fleet management.

However, extensive experience in fleet management or customer service can sometimes substitute for formal education.

 

What should you look for in a Fleet Customer Service Manager resume?

Look for experience in customer service and fleet management.

Familiarity with fleet management software and systems is a plus.

Evidence of leadership skills, either through managing a team or heading projects, is also important.

Certifications in fleet management or customer service would be beneficial.

 

What qualities make a good Fleet Customer Service Manager?

A good Fleet Customer Service Manager is decisive, can handle pressure, and is able to prioritize tasks effectively.

They should have excellent customer service skills, with a focus on maintaining customer satisfaction.

They should also have a keen eye for detail to manage fleet operations efficiently and resolve issues quickly.

 

What are the daily duties of a Fleet Customer Service Manager?

The daily duties of a Fleet Customer Service Manager may include overseeing the fleet’s operations, managing and resolving customer complaints, liaising with fleet maintenance teams and suppliers, and ensuring compliance with fleet policies and safety standards.

They might also be responsible for preparing reports on fleet operations and performance, and for training and supervising their customer service team.

 

How is the performance of a Fleet Customer Service Manager measured?

The performance of a Fleet Customer Service Manager is typically measured by the efficiency of fleet operations, the level of customer satisfaction, the number of resolved customer issues, and the adherence to safety and regulatory standards.

Other factors may include the performance of their customer service team and the success of any cost-reduction or process improvement initiatives.

 

Conclusion

And there you have it.

Today, we’ve given you an insider’s view of what it means to be a Fleet Customer Service Manager.

And guess what?

It’s not just about managing vehicles.

It’s about orchestrating the smooth operation of a fleet, one vehicle at a time.

With our comprehensive Fleet Customer Service Manager job description template and real-world examples, you’re ready to take the lead.

But why stop there?

Explore further with our job description generator. It’s your go-to tool for creating precision-crafted job listings or fine-tuning your resume to perfection.

Remember:

Every vehicle in your fleet is a part of the bigger operation.

Let’s drive that future. Together.

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