CUSTOMER EXPERIENCE ADVOCATE

As a Customer Experience Advocate, you’ll own the post-sale relationship for a portfolio of fleet accounts and act as the customer’s advocate inside our dealership. You’ll help keep trucks on the road, help fleets get the most from Detroit’s digital tools, and move relationships from reactive support to proactive partnership.

What You’ll Do

• Coordinate breakdown resolution, expediting parts and repairs to minimize downtime
• Manage escalations for your accounts using our tiered process, keeping customers updated through resolution
• Work with Service, Parts, Sales, Warranty, and the Solutions Center to solve uptime issues
• Onboard new fleet customers and train their teams on DTNA digital tools (Detroit Connect, Virtual Technician, Service Tracker, Excelerator, and more)
• Lead quarterly and annual account reviews covering uptime, breakdown trends, and tool usage
• Communicate recalls, campaigns, and service bulletins and track completion
• Build relationships through site visits and ride-alongs, and capture customer feedback to drive improvement
• Keep accurate records in our CX system and provide updates via Slack

What You Bring

• Customer-first mindset and calm under pressure
• Ability to juggle multiple accounts and escalations at once
• Working knowledge of heavy-duty truck operations and service
• Comfort with dashboards and data (Tableau or similar)
• Strong written and verbal communication
• Organized, detail-oriented, and self-directed

Preferred

• 3-5 years in customer success, account management, service, or operations, ideally in trucking, heavy equipment, or a dealership
• Familiarity with DTNA platform tools
• Microsoft Office and Slack
• Valid driver’s license

Travel:

Travel to customer and dealership sites is required and may be extensive at times.