Outside Service Coordinator (Manheim)

Cox Enterprises, Inc.; Mount Juliet (TN); On-site; USD 28,000 - 41,000; Full time

Benefits offered by this job

Paid time off

Holiday pay

Bereavement leave

Job summary

Cox Automotive Inc. is seeking a dedicated professional to serve as the frontline contact for client issues across accounts and coordinate with auction teams.

The role involves evaluating vehicle condition, preparing reconditioning estimates, and communicating with internal departments to ensure smooth inventory movement. You will educate clients on auction processes, uphold safety and quality standards, and may upsell Cox/CAI services.

Qualifications

• High School Diploma/GED required with 3 years in related field, or equivalent combination incl. higher degree
• Valid driver's license
• Ability to meet business timeframes physically and mentally

Responsibilities

• Primary contact for resolving client issues across accounts, coordinating with auction teams and stakeholders
• Provide prompt customer service on vehicle condition inquiries and discrepancies
• Coordinate sale vehicle run processes and communicate with auction departments for inventory movement
• Prepare reconditioning estimates and coordinate services to improve vehicle value
• Demonstrate knowledge of condition report data and vehicle inspection processes to identify repairs
• Educate clients on auction processes and upsell Cox/CAI products and services
• Prioritize tasks and maintain professional client relationships; resolve issues promptly
• Coordinate redemptions with proper documentation while respecting PII policies and safety guidelines
• Maintain adherence to Cox standards on reconditioning quality per SLA
• Follow NAAA guidelines for vehicle announcements and branding
• Proficient with Microsoft Office and internal platforms
• Support safety initiatives and participate in Safety Excellence activities
• Perform other duties as assigned

Skills

Self-starter

Multitasking

Verbal communication

Written communication

Vehicle inspection knowledge

Customer service

PC proficiency

Education

High School Diploma/GED

Related degree/certification

Tools

Microsoft Office

CRM systems

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.
• 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 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.

USD 20.10 - 30.10 per hour

Compensation

Hourly pay rate is in the range of $20.10 - $30.10/hour. The hourly base rate may vary within the anticipated range based on factors such as the ultimate location of the position and the selected candidate's knowledge, skills, and abilities. Position may be eligible for additional compensation that may include commission (annual, monthly, etc.) and/or an incentive program.

Benefits

Employees are eligible to receive a minimum of sixteen hours of paid time off every month and seven paid holidays throughout the calendar year. Employees are also eligible for additional paid time off in the form of bereavement leave, time off to vote, jury duty leave, volunteer time off, military leave, and parental leave.

Applicants must currently be authorized to work in the United States for any employer without current or future sponsorship.

EOE, including disability/vets