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Customer Operations Manager

2 months ago

prairie, United States Cornerstone Executive Search Full time

THE COMPANY:

Founded in 2013, FoxPoint Trucks, LLC (“FoxPoint”) is a fast-growing, technology-driven truck finance and leasing company. Established by two prominent private investment firms, Thayer Street Partners (thayerstreet.com) and Five Elms Capital (fiveelms.com), along with seasoned professionals from the trucking industry, FoxPoint and its investors are committed to improving the experience of buying, leasing, and selling trucks for drivers and companies within the Over-the-Road Trucking sector.

FoxPoint is transforming the truck finance industry by utilizing advanced technology and online platforms to generate leads, manage sales, underwrite risk, and maintain an efficient backend operation. The company’s innovative use of technology provides a significant competitive edge in a sector that has been slow to embrace change, positioning FoxPoint for sustained growth. Also visit OTR Leasing, the leasing company owned by Foxpoint.

THE OPPORTUNITY:

Foxpoint is seeking to recruite a Customer Operations Manager. This newly created position is responsible for the implementation of strategic goals set for servicing the Company’s active customers, managing the day-to-day customer operations teams, and promoting a culture of teamwork and accountability. Those teams include the following functions: customer service; collections, repossessions, & legal placements; billing and collection of unpaid property taxes and highway tolls; monitoring insurance compliance and processing of associated insurance claims; coordination and follow-through on all legal notices received; and coordination with the Company’s operations teams on Asset Preservation initiatives. Additionally, this position will be responsible for monitoring customer interactions from both employees and contracted 3rd party vendors to ensure desired objectives are achieved. This position will report to the Director of Customer Experience and provide regular KPI’s to ensure goals are being achieved, gaps are identified with recommendations for resolution, and staffing levels are optimized.

Duties and Responsibilities:

  • Manage all aspects of the Company’s customer service functions, which includes staffing, training, implementation of all procedures, and monitoring of activity/results.
  • Resolve any escalated situations as needed within company policy
  • Ensure the Company is properly billing any outstanding property tax and/or toll violations to customers’ accounts and processing payments within Company procedures
  • Monitor insurance compliance on all active leases in coordination with the Company’s 3rd party Insurance Administrator; ensure assigned staff is communicating accurate information to lessees; and process all insurance claims to completion within Company procedures
  • Manage all aspects of the Company’s collection functions, which includes staffing, training, implementation of all procedures, and monitoring of activity/results.
  • Resolve any escalated situations as needed within company policy
  • Manage all repossession needs within company procedures with coordination through the Company’s 3rd party recovery agents
  • Recommend and manage the placement of any unresolved collection situations with Company’s 3rd party legal partners
  • Review and coordinate all legal notices received with Director while ensuring prompt resolution and follow-through
  • Work with the Company’s Operations Teams to ensure desired Asset Preservation Initiatives are being communicated to all customers within Company procedures and any gaps are identified and resolved in a timely manner
  • Perform other duties of the department as needed.