About This Role
This role involves serving as the primary point of contact for clients, resolving issues, and coordinating vehicle sale processes. It suits a candidate with strong customer service and organizational skills who can build positive client relationships and ensure adherence to quality standards.
Responsibilities
- Act as the primary point of contact for resolving client issues for accounts ranging from simple to more complex, collaborating with auction teams and various stakeholders
- Provide exceptional customer service by promptly addressing inquiries and concerns related to vehicle condition and/or discrepancies, fostering positive relationships with both internal and external stakeholders
- Coordinate sale vehicle run processes
- Maintain direct communication with other auction departments to ensure appropriate movement and organization of client inventory and timely completion of reconditioning services
- Build positive relationships with assigned clients
- Examine vehicles in the sales lineup to ensure standards and quality
- Complete estimates for reconditioning services to improve vehicle value
- Coordinate and approve reconditioning services
- Conduct condition report and imaging audits to reduce the risk of policy loss and goodwill expenses
- Educate and act as liaison for clients on auction processes
- Recommend and/or upsell Manheim/CAI products and services based on client needs
- Demonstrate effective prioritization skills and professionalism in client relationships
- Assist in resolving client issues promptly and professionally
- Maintain strict adherence to Cox standards and guidelines regarding reconditioning services, ensuring consistent quality and accuracy per client SLA guidelines
- Be proficient with computer software including Microsoft Office applications and other internal business platforms
- Visibly demonstrate safety commitment by following all safety and health procedures and modeling the behaviors related to such
- Actively participate in support of all safety activities aligned with Safety Excellence
- Perform any other duties assigned
Requirements
- High School Diploma/GED and 3 years' experience in a related field, or a degree/certification beyond a HS diploma/GED in a related discipline, or 5 years' experience in a related field
- Valid driver's license
- Ability to build strong business relationships
- Problem solving and de-escalation skills
- Strong organizational skills
- Ability to handle multiple tasks simultaneously
- Excellent verbal and written skills
- Self-starter with ability to work with minimal supervision
