Account Operations Specialist II (Manhiem)

Company

Cox Automotive - USA

Job Family Group

Vehicle Operations

Job Profile

Account Operations Specialist II

Management Level

Individual Contributor

Flexible Work Option

No remote option; must work at a specified Cox location

Travel %

No

Work Shift

Day

Compensation

Hourly base pay rate is $20.10 - $30.10/hour. The hourly base rate may vary within the anticipated range based on factors such as the ultimate location of the position and the selected candidate’s knowledge, skills, and abilities. Position may be eligible for additional compensation that may include commission (annual, monthly, etc.) and/or an incentive program.

Job Description

Serves as account liaison coordinating and executing account SLA's. Serves as a point of contact for auction clients. Engages with clients to understand requirements, upsell CAI products and services, and ensure the work agreed upon is completed to client expectations. Offer solutions and ensure the sales proceed in a manner that is mutually beneficial, for the client and for Cox. Coordinates with auction personnel and other stakeholders across all aspects of customer engagement.

 

PRIMARY DUTIES/KEY RESPONSIBILITES:

• Primary point of contact for resolving client issues for accounts ranging from simple to more complex, broad scope accounts, 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
• Ensuring vehicles are set for sale and moved in a timely manner while being safe and efficient
• Coordinates sale vehicle run processes. Maintains direct communication with other auction departments to ensure appropriate movement and organization of client inventory and timely completion of reconditioning services.
• Builds positive relationships with assigned clients, examines vehicles in the sales lineup to ensure standards and quality, completes estimates for reconditioning services to improve vehicle value, coordinates and approves reconditioning services, and conducts condition report and imaging audits to reduce the risk of policy loss and goodwill expenses.
• Demonstrates proficient knowledge of condition report data and vehicle inspection process to identify previous paint, auto body repairs, frame damage, PDR, etc.
• Educates and acts as liaison for clients on auction processes and recommends and or upsells Manheim/CAI products and services based on client needs.
• Demonstrates effective prioritization skills, professionalism in client relationships, and assists 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 client guidelines.
• Proficient knowledge of NAAA guidelines to ensure proper placement of vehicle announcements
• Proficiency with computer software including Microsoft Office applications including Outlook, Excel, 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 as assigned

 

Qualifications:

Minimum-

• High School Diploma/GED and 3 years’ experience in a related field. The right candidate could also have a different combination, such as any level degree/certification beyond a HS diploma/GED in a related discipline; or 5 years’ experience in a related field
• Safe drivers needed; valid driver’s license required
• Ability to work outdoors in multiple climate situations as well as indoors
• Self-starter with ability to work with minimal supervision 
• Ability to handle multiple tasks simultaneously  
• Team-based interpersonal skills 
• Excellent verbal and written skills 
• Requires physical ability and mental acuity to execute the duties of the position successfully within required timeframes to meet business requirements. 

Preferred-

• Ability to operate vehicles wi