Outside Service Coordinator (Manheim)

Cox Automotive; Bordentown (NJ); On-site; USD 42,000 - 58,000; Full time

Job summary

Cox Enterprises, Inc. is seeking an outside service coordinator to act as the primary contact for client issue resolution and coordination with auction teams.

This role requires working outdoors ~80% of the time and involves coordinating vehicle runs, ensuring inventory movement, and maintaining quality standards. The position emphasizes exceptional customer service, detailed condition reporting, and liaison work with clients on auction processes.

Qualifications

• HS diploma/ GED plus 3 years related work, or higher degree with 1 year, or 5 years related work.
• Requires valid driver’s license.
• Requires physical ability and mental acuity to meet business timeframes.

Responsibilities

• Resolve client issues as the primary contact for accounts, coordinating with auction teams and stakeholders.
• Deliver exceptional customer service addressing vehicle condition inquiries and discrepancies.
• Coordinate sale vehicle run processes and communicate with auction departments for inventory movement.
• Prepare reconditioning estimates to improve vehicle value and conduct condition reports and imaging audits.
• Educate clients on auction processes and upsell Cox/CAI products as appropriate.
• Maintain strict adherence to Cox standards and safety guidelines.

Skills

Excellent customer service

Communication skills

Multitasking

Prioritization

Safety awareness

Education

High School Diploma/GED

3 years related work experience

Tools

Microsoft Office

Job description

Position Type: This is an outside service coordinator role. Expect to work outdoors 80% of the time.

Work Schedule: Monday-Thursday (7:30am-4:30pm), Friday (7:30am-2pm)

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 plus 3 years of related work experience, OR any degree or certification above a High School Diploma/GED plus 1 year of related work experience, OR 5 years of related work experience.
• 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.