Outside Service Coordinator (Manheim)

Cox Enterprises; Grove City (OH); On-site; USD 35,000 - 55,000; Full time

Job summary

Cox Enterprises seeks a customer-focused professional to resolve client issues for auto accounts, collaborating with auction teams and stakeholders. You will address inquiries about vehicle condition, coordinate reconditioning timelines, and educate clients on auction processes while upholding Cox standards.

The role emphasizes high-quality customer service, accurate condition reporting, and the ability to upsell Cox products and services based on client needs.

Qualifications

• Minimum: High School Diploma/GED plus 3 years related work experience, OR any degree or certification above a High School Diploma/GED plus 1 year related work experience, OR 5 years related work experience.
• Requires a valid driver's license.

Responsibilities

• Resolve client issues for accounts ranging from simple to complex, collaborating with auction teams and stakeholders.
• Provide exceptional customer service addressing inquiries about vehicle condition and discrepancies.
• Coordinate sale vehicle run processes and communicate with auction departments for inventory movement and reconditioning timelines.
• Prepare estimates for reconditioning to improve vehicle value and conduct condition reports and imaging audits.
• Identify vehicle condition details and past repairs (paint, frame damage, PDR) from inspection data.
• Educate clients on auction processes and upsell Cox products and services as needed.
• Prioritize tasks effectively while maintaining professional client relationships.
• Coordinate redemptions, ensure proper documentation, and comply with PII policies.
• Adhere to Cox standards and guidelines for reconditioning quality and accuracy.

Skills

Customer service

Communication

Multitasking

Education

High School Diploma/GED

Any degree or certification above High School Diploma/GED

5 years of related work experience

Tools

Microsoft Office

Job description

Work Schedule: Monday, Wednesday, Thursday, Friday (8am-4:30pm) Tuesday (6am-1pm)

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.