Account Manager, Fleet Administration in Schaumburg, Illinois at Wheels, Inc.

JOB OVERVIEW

At Wheels, we are shaping the future of mobility by delivering experiences our customers love and moving businesses forward through passionate people and creative solutions. As an Account Manager, Fleet Administration, you will play a key role in bringing that mission to life, serving as a trusted partner to clients and ensuring their fleet programs run efficiently, compliantly, and with care.

This highly visible, relationship-driven role is responsible for supporting and executing client initiatives through the core pillars of Fleet Administration: Driver Management, Vehicle Management, and Decision Management. A critical focus of the role includes managing driver non-compliance to ensure operational integrity and client satisfaction. You will act as the conduit between clients and internal teams executing transactions, advocating for client needs, and translating strategy into day-to-day success.

You will manage a diverse client portfolio and collaborate across all levels of the organization, including Client Management, operations, leadership, suppliers, and customer contacts. Whether leading meetings, guiding action register initiatives, or supporting cross-functional projects, you’ll be a central force in delivering an exceptional client experience.

In this fast-paced, ever-evolving environment, success requires discipline, adaptability, and a mindset rooted in ownership. You’ll need to balance priorities with intention, build lasting relationships, and consistently deliver with excellence because at Wheels, we know relationships are not a byproduct of great service; they are what make it possible.

KEY RESPONSIBILITIES - ESSENTIAL FUNCTIONS

• Manage a diverse portfolio of clients.
• Understanding and partnering with the client on their fleet goals and expectations.
• Work as a team with the Fleet Consulting Executive and Client Services Manager to maintain account communication and client expectations.
• Establish yourself as a knowledgeable resource in products, services, and communications to our clients.
• Implement best practices and enhance client-specific processes to ensure the clients fleet is optimally run.
• Build a strong relationship with the assigned client fleet contact by establishing and facilitating a regular cadence of Action Register calls, and ensure items documented are progressing to completion.
• Increase driver compliance by analyzing multiple reports for exception data, identifying and reporting out on trends in the fleet, and escalating non-compliance to the client as needed.
• Provide clients with training on available reports, ensure they are set up for subscriptions and fully understand the components of available options.
• Lead training with new and existing drivers and client contacts on all available tools ensuring they know how to access and update data.
• Support the Fleet Consulting Executive in preparation for client QBR’s and SLA/KPI discussions.
• Communicate and collaborate effectively with account team members about issues/challenges associated with the client.
• Actively manage and cultivate strong client relationships.
• Serve as first point of contact for all client-related escalations tied to operational issues and take ownership from investigation to resolution.
• Coordinate with internal departments to support resolution for client requests.
• Complete root cause analysis when issues arise to ensure they are not repeated.
• Process, oversee and seek resolution on all client operational requests.
• Identify, manage, and maintain cycle time commitments via multiple channels including Salesforce, email, and telecom.
• Improve process improvements that benefit clients and/or increase Wheels efficiency.
• Develop and maintain SOPs for custom and standard business processes for both internal processes as well as client-specific processes.
• Action internal and client facing key data files and reports to ensure compliance.
• Function as a Client Services stakeholder in cross functional meetings and when aiding product/IT development.
• Actively contribute to client meetings and discussions.
• Other duties as assigned.
• Meet Salesforce KPIs as set forth by Client Services and client.
• Manage assigned cases in Salesforce to established completion date.Communicate status updates and final resolution to clients.
• Maintain confidentiality of received information.

LEADERSHIP RESPONSIBILITIES

• No direct management responsibilities, but will provide day-to-day guidance and feedback

COMPETENCIES - SKILLS

• Excellent verbal and written communication skills
• Intermediate proficiency in Microsoft Office Suite.
• Intermediate math skills to calculate interest, depreciation rates, and discounts.
• Strong time management skills and attention to detail
• Diplomacy, tact, and grace under pressure when working through challenging and/or urgent customer issues
• Team player with strong collaborative skills
• Ability to be flexible and adapt quickly in a fast-paced environment
• Ability to set and manage multiple priorities and tasks simultaneously in a demanding environment
• Can work independently with minimal assistance and/or as part of a team
• Proven track record of professionalism in a dynamic work environment
• Ability to provide sound problem solving, analysis, and critical thinking to draw appropriate conclusions.

EDUCATION AND EXPERIENCE

• High School Diploma required, Bachelor’s degree preferred
• Project management proficiency desired
• 2 years customer service experience in a high volume, multi-tasking environment
• Salesforce & Tableau experience preferred

CORE VALUES

At Wheels, we believe in fostering a culture that is built on our Core Values and Guiding Principles. We cultivate a culture of excellence and innovation by upholding these values, driving our collective success and growth.

• Integrity – Always act with integrity and honesty.
• One Team – Treat others with dignity and respect; act as a cohesive, inclusive and accountable team that is making a difference.
• Innovation – Drive continuous improvement, spark creativity and embrace next generation thinking.
• Customer Success – Ensure that customer and driver success is at the heart of everything we do.

CULTURAL ATTRIBUTES

At Wheels, our culture guides us how we work every day, and we look for team members who show these behaviors:

• Discipline Drives Quality – Plan the Trip: Think proactively, hold a high bar, follow through by leveraging experience and systems. To produce quality outcomes, we must be intentional and deliberate in everything we do, from big bets to daily execution.
• Intellectually Curious – Fuel Your Minds: Be bold, challenge assumptions, think differently, look outside the box. Strive to unlock your own thinking and create new possibilities.
• Commit and Deliver – Own It: Take responsibility for your work, from start to finish, and be accountable for the results. Think and act like an owner of the business.
• Relationships Matter – Share the Ride: Trust is central, both with key internal and external stakeholders. Relationships are not a side effect of work but a driver of success.

JOB SPECIFICATIONS, PHYSICAL DEMANDS AND WORK ENVIRONMENT

Work Environment: This hybrid position is located in Georgia or Illinois and operates in a professional office environment.
Position Type/Standard Schedule: This is a full-time position, Monday through Friday.
Travel: Up to 20% travel
Physical Demands: While performing the duties of this job, the employee must regularly talk and hear, and use hands and fingers to operate call center tools. Twenty Percent (20%) travel – hybrid – work from home

DISCLAIMER

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Wheels recognizes benefits are a significant part of your employee experience, and we've created a robust benefits package that is market-leading, competitive offerings so you and your family can receive outstanding care. Please click here for an overview of the benefits available to you and your family.

Pay Range:

The base salary range for this position is listed above. This position is eligible to participate in the annual incentive plan which is based on company performance and individual performance. Compensation ranges are based on several factors including job function, level, and geographic location. Final offer amounts are determined by multiple factors including candidate experience, education, certifications, skill level and expertise, and may vary from the amounts listed here.

As one of the largest fleet management companies in North America, Wheels features a portfolio of 900,000+ vehicles under management across the continent, a global alliance in 61 countries, and a client base that consists of some of the best-known businesses in the world. No matter the industry type or business size, we’re proud to work across sales and service fleets, trucks and equipment, and last mile delivery to ensure we power your potential.

The culture at Wheels is the secret to our 80+ years of success. And the reason people choose to join — and stay with — our team.

When you join the team, you'll work with professionals who are passionate, friendly and smart. We foster a welcoming and inclusive environment for all, combined with the encouragement to continuously learn and grow. From day one, we invest in your long-term development through annual performance goals and reviews, educational and wellness programs, awards and celebrations, and more.

Ready to experience the Wheels culture for yourself?

• 10 years average employee tenure

• 10 times recognized as one of Chicago's Best and Brightest Companies to Work For

• 50+ health, wellness and engagement benefits

• 2,500+ online learning programs

Diversity: Wheels deeply values the strength of diversity both in the communities we serve and our own employee base. This includes treating everyone as equal, respecting and valuing diversity, providing equal opportunity and fostering a safe space to work.

Community: We are heavily involved in the communities where we operate. We offer opportunities for employees to make a positive impact through mentorship and tutoring elementary school students, participating in blood drives, donating to United Way and other charitable organizations in the greater Chicagoland and Toronto areas.

Sustainability: Wheels is actively committed to becoming a cleaner fleet management company through recycling programs, public transportation support and more.

We Are Dedicated to the Safety and Health of our Employees

Our employees are critical to delivering on our commitment to client success, which is why we offer a variety of programs focused on the health and wellness of our people.

We hire people who have a customer-focused mindset and a strong collaborative nature. Because at Wheels, customer service and teamwork don't just happen in the office. It is during the informal moments when employee trust is strengthened and friendships are made. We value these moments, which is why we host departmental contests, summer gatherings, family events, holiday celebrations and more.

At Wheels, your well-being is our priority. As part of our commitment to your health and well-being, we’re proud to offer access to the Advocate Health Care Wellness Portal—a personalized platform designed to help you take charge of your health journey.

The 2026 Wellness Program is designed to support you in achieving your personal health goals. Best of all, it’s flexible and fits into your busy lifestyle.

This program is designed to support your overall well-being—physically, emotionally, and financially—by providing tools and incentives that encourage healthy living.