You represent the front line of Tesla’s unique global roadside program and build an outstanding network of Assistance providers including both towing and mobility service providers
Lead in identifying and implementing Service provider opportunities for operational efficiency. This includes development, management and expansion of a high class service provider network
Responsible for correct procedures and processes, training, improvement of resource management and developing KPI’s and reporting
Responsible for procurement activities related to the recruitment, onboarding and account management of Assistance Providers, including; rate negotiation, MSA and SLA sign off and supplier detail management, payments and purchase orders’ creation and oversight.
Develop rapport with Service Providers by utilizing an engaging, genuine, and proactive approach with regular communication
Assist in preparing a performance improvement plan for providers who are not currently meeting performance expectations. Monitor provider’s progress to meeting our standard
Assist Roadside Management with creation and management of supplier training materials in collaboration with our training and technical teams
Ability and willingness to perform as a team member on multiple projects simultaneously and work effectively in a fast-paced, dynamic team environment with high expectations for quality
Ability to facilitate positive stakeholder relationships, including Tesla Service, Finance, Procurement, other teams within Tesla Support and our assistance service providers to maximize efficiency/effectiveness of the Roadside Operation Program processes
Assist in supporting Tesla Support’s Roadside Support team to establish super-efficient call handling procedures; develop and enhance internal tools, processes and guidance materials
Evaluate customer feedback and engage in customer interaction to solve root causes and increase the overall customer experience from start to finish
Proactive and responsive resolution of network and service provider concerns, issues and problems within 48 hours
Flexible availability in order to support 24/7 operations as needed
Assist Roadside Management in special projects to enhance and optimize the roadside assistance program
Verzoek
Bachelor’s degree preferred or equivalent work experience
3+ years of customer service experience (emergency response and/or automotive preferred)
Proven ability to build develop and manage a supplier network
Knowledge of business requirements of subcontracting and relationship management
Demonstrated negotiation tactics and ability to influence others at all organizational levels
Experience working with technical specialists and customer service professionals
Self-starter with the ability to work under minimal guidance and direction
Superior communication skills, written and oral.
Enthusiasm for delighting customers
Valid passport and will to travel to be stay connected
Valid driver’s license
Willing to have 24/7 on call shifts
Refer code: 881938. Tesla - De vorige dag - 2023-12-31 10:07
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