UAE National | Technical Coordinator | Rental & Leasing | Hertz

The Senior Lease Coordinator plays a vital role in enhancing customer satisfaction by ensuring professional conduct in all vehicle delivery and collection transactions as per Hertz standards.

The role involves supervising logistics drivers, managing logistics reporting, coordinating fleet for key accounts, handling customer complaints with efficiency, and ensuring seamless team operations through regular briefings and training sessions.

Success in this position is critical to maintaining high standards of service and operational excellence, where the Senior Lease Coordinator acts as a key liaison between logistics operations and customer service.

Supervising/Guidance Acting as a mentor to logistics drivers to help them understand the importance of delivering a great customer service experience in every transaction.

Ensure drivers understand what is expected from them at work to meet self and overall department targets.

Assist the Supervisor/Manager to hold regular team meetings and Impact Planning sessions with the team and update action plans with effective implementation.

Reporting Take on ownership of reporting such as Daily vehicle inventory, Transaction Report, Fleet on Replacement, Same Day Return, Vehicle Aging, etc. to improve the overall efficiency of the asset and transaction linked with department.

Logistics Coordination Ensure lease-ready vehicles are delivered on time to meet the TAT for Vehicle in branch aging and to reduce the overall count of fleet on replacement.

Act as the point of contact for key accounts, ensuring follow-ups are done for service bookings and maintenance-related tasks.

Ensure KPIs for key accounts, reference service, and maintenance are met at all times and exceeded where possible.

Customer Complaints and Resolution Ensure all policies and procedures relating to Customer Query Handling and Complaints resolution are strictly adhered to for ensuring customer satisfaction.

Where required, escalate customer challenges to the Team Leader/Supervisor/Manager as per agreed process.

Team Briefing & Training Conduct daily briefing at the start of the shift with drivers to set expectations related to the planned transaction.

Conduct weekly briefing with drivers to discuss progress and challenges of the week and align with any changes in the plan for transaction management.

Conduct a minimum of 2 training sessions (new or refreshers) with the drivers to ensure calibration with the agreed process.