Account Operations Specialist II (Manheim)

Cox Enterprises; Riverside (CA); On-site; USD 52,000 - 76,000; Full time

Job summary

Cox Enterprises is seeking a client services specialist to resolve issues for accounts of varying scope. You will coordinate vehicle reconditioning, prepare condition reports, and build strong client relationships.

Key duties include driving exceptional service, upselling Cox/CAI products, and ensuring compliance with safety and policy guidelines. On-site role with emphasis on accuracy and efficiency.

Qualifications

• High School Diploma or GED with 3 years’ related experience.
• Or alternative: degree/certification plus 5 years’ related experience.
• Valid driver’s license required.
• Ability to handle physical requirements and meet deadlines.

Responsibilities

• Primary contact for resolving client issues across accounts.
• Provide exceptional customer service and address inquiries promptly.
• Coordinate sale vehicle run processes and liaise with auction departments.
• Inspect vehicles, prepare condition reports, and assist with reconditioning estimates.
• Upsell Cox/CAI products and services based on client needs.
• Maintain client relationships and ensure adherence to standards.

Skills

Self-starter

Multitasking

Communication

Professionalism

Client relations

Education

High School Diploma or GED

Tools

Microsoft Office

Job description

Job Responsibilities:

• 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 reports 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.

• May be responsible for efficiently coordinating redemptions, ensuring proper documentation, complying with all PII policies and procedures, all while delivering exceptional customer service, and resolving any issues with professionalism.

• Maintain strict adherence to Cox standards and guidelines regarding reconditioning services, ensuring consistent quality, and accuracy per client SLA guidelines.

• Proficient knowledge of NAAA guidelines to ensure proper placement of vehicle announcements and or brands.

• Proficiency with computer software including Microsoft Office applications and other internal business platforms.

• 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 reports and imaging audits to reduce the risk of policy loss and goodwill expenses.

• 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.

• 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.

• 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 of 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.

• Requires physical ability and mental acuity to execute the duties of the position successfully within required timeframes to meet business requirements.

Preferred:

• Self-starter with ability to work with minimal supervision preferred.

• Ability to handle multiple tasks simultaneously.

• Demonstrates proficient knowledge of condition report data and vehicle inspection process to identify previous paint, auto body repairs, frame damage, PDR, etc.

• Excellent verbal and written skills preferred.

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

• Prior experience in vehicle reconditioning and/or general auto body knowledge preferred.

Work Environment:

• Frequent exposure to outdoor weather conditions. Moderate noise level.