Account Operations Specialist II (Manheim)

Serves as account liaison coordinating and executing account SLA's. Serves as a primary point of contact for auction vendors / 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 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

• 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. 

• 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 SLA guidelines.

• Proficiency 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.

Qualifications:

Minimum:

• High School Diploma/GED and 3 years’ experience in a related field.

• OR 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.  

Preferred:

• Prior experience vehicle reconditioning and or general auto body knowledge

• Self-starter with ability to work with minimal supervision

• Ability to handle multiple tasks simultaneously

• Excellent verbal and written skills preferred.

• Ability to operate vehicles with standard and automatic transmission is preferred.