Senior Logistics Concierge: Elevate Customer Care

Cox Automotive Inc.; Phoenix (AZ); Hybrid; USD 30,000 - 46,000; Full time

Job summary

Cox Automotive Inc. is seeking a Senior Logistics Concierge for our Contact Center. The role supports CCRs and Logistics Concierges, handling challenging cases and monitoring escalations to improve service.

You will liaise with multiple departments and dealers, ensuring efficient problem resolution and strong customer relationships. Hybrid position with potential travel; strong communication and multitasking skills are essential.

Qualifications

• 3 years experience with customer service and/or call center.
• 3 years automotive industry and/or logistics experience preferred.
• Servant team member with ability to build strong trusted relationships.

Responsibilities

• Serve as an escalation point for CCRs needing assistance with more in-depth customer requests.
• Assist in (or conduct) training CCRs in new products, pricing, services, and processes/procedures.
• Consult supervisor as needed for problem/complex request resolutions.
• Provide input for improvements, diagnostic tools, and process changes.
• Monitor queues to proactively look for trends, changes, and potential issues.
• Backlog management.
• Identify, assess, and resolve issues; refer unresolved customer conflicts to designated departments.
• Consult and maintain relationships with dealers and carriers to educate them about Manheim, Ready and Central Dispatch.
• May also perform additional duties such as data analysis, project management, reporting, and training.
• Travel - Infrequent
• Friendly and professional tone and demeanor
• Can-do attitude, self-starter with a willingness to assist in all functional areas as needed.

Skills

Customer interaction

Multitasking

Teamwork

Problem solving

Communication

Bilingual

Education

High School Diploma / GED

Tools

MS Office

Salesforce

Job description

Cox Automotive Inc. is seeking a Senior Logistics Concierge for our Contact Center. The role supports CCRs and Logistics Concierges, handling challenging cases and monitoring escalations to improve service.

You will liaise with multiple departments and dealers, ensuring efficient problem resolution and strong customer relationships. Hybrid position with potential travel; strong communication and multitasking skills are essential.