Key Responsibilities

• Manage fleet customer orders across multiple brands and key customer accounts, ensuring vehicles progress through the supply chain in line with customer requirements.
• Be the primary point of contact for assigned customers, managing expectations and providing clear, timely updates throughout the vehicle journey.
• Host regular customer review meetings to discuss order performance, delivery progress, service levels, and outstanding actions.
• Produce forecasting and demand planning reports to support operational capacity and ensure customer requirements can be met.
• Monitor vehicle activity, delivery performance, and operational KPIs, proactively identifying risks and implementing corrective actions before issues escalate.
• Manage damage repair timelines, coordinating with operational teams and repair providers to minimise delays and keep customers fully informed.
• Work closely with Operations, Transport, Vehicle Processing, and Finance teams to resolve issues and deliver against agreed customer commitments.
• Hold internal teams accountable for service delivery, ensuring agreed actions are completed within required timescales and challenging poor performance where necessary.
• Prepare and analyse operational reports, customer performance data, and service metrics to support informed decision-making and continuous improvement.
• Drive improvements in customer communication, reporting, and operational processes to enhance the overall customer experience.
• Support the development of best practices across the Customer Experience team and contribute to a culture of accountability and continuous improvement.

What We're Looking For

• Previous experience in a senior customer service, customer operations, logistics, fleet coordination, or account management role.
• Confident holding internal teams accountable, constructively challenging poor performance, and ensuring agreed actions are delivered.
• An excellent communicator with the confidence to manage customer relationships, lead meetings, and influence stakeholders across the business.
• Highly organised with the ability to manage multiple priorities, competing deadlines, and a varied workload in a fast-paced environment.
• Resilient under pressure, maintaining a positive and solutions-focused approach as workloads and customer demands increase.
• Strong problem-solving skills with a proactive mindset, identifying and resolving issues before they impact the customer.
• Experience using multiple business systems is essential, with the ability to quickly learn new platforms and manage data accurately.
• Strong Microsoft Office skills, particularly Excel, with experience producing reports, forecasting, and analysing operational performance.
• A customer-first attitude with a genuine commitment to delivering exceptional service and driving continuous improvement.
• Experience within automotive logistics, fleet operations, vehicle distribution, or supply chain management would be advantageous.

Equal Opportunities Statement

National Vehicle Distribution is an equal opportunity employer committed to fostering a diverse and inclusive workplace. We value openness, innovation, customer focus, and operational excellence. Our organisation actively promotes equality and prohibits discrimination based on gender, marital/civil status, family status, age, disability, sexual orientation, race, religion, or membership of the Traveller community, in accordance with Irish and UK equality legislation. We encourage applications from all qualified individuals and are dedicated to creating an environment where everyone can thrive and contribute to our shared success.

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