National Coordinator

Cox Enterprises; Indiana; On-site; USD 60,000 - 90,000; Full time

Job summary

Cox Enterprises is seeking a National Coordinator for Cox Fleet to coordinate dispatch operations across multiple markets. This role handles the full lifecycle of fleet repairs and maintenance with a focus on service quality and customer experience.

The position is overnight, with shifts from 4:00 PM to 10:00 AM, and may include overtime opportunities based on demand. Collaboration with internal partners and third-party vendors is essential.

Qualifications

• Must have strong written and verbal communication.
• Experience coordinating multiple service events in a fast-paced environment.
• Proficient with MS Office and dispatch/fleet management systems.
• Ability to analyze events, reassign tasks, and meet timelines.
• Experience with customer communication and escalation handling.

Responsibilities

• Manage full lifecycle of fleet repairs and maintenance events from request to completion.
• Ensure technicians receive events promptly and request additional work when needed.
• Re-assign events to optimize outcomes and timelines.
• Dispatch to achieve best results for clients with KPI focus.
• Communicate with customers and stakeholders, provide timely updates and estimates.
• Monitor vendor performance and ensure compliance with policies and quality standards.

Skills

Communication skills

Dispatch/logistics experience

MS Office proficiency

Remote coordination

Analytical skills

Customer-focused

Tools

Dispatch software

Job description

The National Coordinator serves as a subject matter expert within Cox Fleet's dispatch operations, responsible for managing the full lifecycle of fleet repairs and maintenance. This national role operates within multiple markets across the country and requires a high degree of professional judgment, industry knowledge, and the ability to coordinate effectively across internal partners, customers, and third-party vendors. The National Coordinator is expected to model best practices, support less experienced team members, and uphold Cox Fleet's standards for service quality and customer experience.

This is an overnight position with shifts scheduled between 4:00 PM and 10:00 AM. Specific shift assignments will be discussed and determined during the interview process.

Overtime opportunities may be available based on business needs and operational demand. While overtime is not a regular requirement of the role, employees may occasionally be asked to work additional hours.

Essential Responsibilities

Service Coordination and Dispatch

• Manage the complete event lifecycle for preventative maintenance, towing, and unscheduled/emergency service events, from initial client request to repair-completion
• Ensure that technicians receive all service events quickly, and request additional work when needed
• Re-assign previous events that were not completed during the first assignment
• Assess each service event and dispatch to achieve the best results for the client
• Assign work with an eye toward time-based KPIs
• Identify gaps in KPI performance, and work with local leaders to address those gaps
• Audit open work requests across multiple markets for compliance with daily-update requirements
• Monitor open events, track estimated arrival times, and communicate proactively with customers and leadership regarding delays or service concerns

Customer and Stakeholder Communication

• Communicate with all parties to ensure work is prioritized and completed, and that all parties remain fully informed on status along the way. Clients should always be able to self-serve complete and up-to-date information on service events.
• Obtain estimates and estimate approvals
• Serve as a point of contact for escalated service issues from customers, team members, and internal stakeholders, addressing concerns with professionalism and urgency
• Maintain positive customer relationships through clear, timely, and professional communication across all channels
• Apply sound judgment and diplomacy when navigating competing priorities or complex service situations across multiple markets and personalities
• Collaborate with internal partners to resolve multi-party service issues and ensure customer needs are met within established timelines

Vendor Management

• Ensure all third-party vendors are informed of and operate in accordance with Cox Fleet policies, procedures, and expectations for quality, timeliness, and payment
• Monitor vendor performance and document issues; elevate systemic concerns through established channels

Documentation and Compliance

• Maintain timely and accurate documentation and notations in all applicable systems for each customer interaction and service event
• Follow established escalation procedures for complex or high-risk service situations
• Adhere to all applicable company policies, internal controls, and compliance requirements

Team Contribution and Development

• Provide process guidance and on-the-job coaching for less experienced dispatch team members
• Keep open-event backlogs clean with proper process adherence
• Contribute to the continuous improvement of dispatching practices, workflows, and service quality standards
• Demonstrate consistent professionalism and customer-focused behavior as a senior member of the dispatch team
• Perform additional duties as assigned by the Dispatch Supervisor or leadership

Required Qualifications

Education and Experience

• High School Diploma/GED and 5 years’ experience in a related field (direct experience in a dispatching, service scheduling, or logistics coordination role). The right candidate could also have a different combination, such as any level degree/certification beyond a HS diploma/GED and 3 years’ experience.
• Working knowledge of fleet maintenance operations, trucking industry standards, and transportation logistics

Knowledge, Skills, and Abilities

• Proficient oral and written communication skills with the ability to interact professionally across all levels of the organization
• Demonstrated ability to manage multiple concurrent service events and shifting priorities in a remote, fast-paced environment
• Strong interpersonal and diplomacy skills; able to build productive relationships and influence outcomes across varied stakeholder groups without direct authority
• Ability to remain composed and solution-oriented when managing frustrated customers or complex service scenarios
• Proficiency with MS Office applications, email platforms, and dispatch or fleet management systems
• Basic mathematical competency including calculation with whole numbers, fractions, and decimals
• Strong organizational skills with attention to detail and consistent follow-through across multiple simultaneous tasks

Preferred Qualifications

• Experience in the automotive repair, fleet maintenance, or trucking and transportation industry
• Familiarity with Cox Automotive platforms or Cox Fleet operational systems
• Experience operating across multiple geographic markets or service regions