Senior Logistics Concierge: Escalations & Training Lead

Cox Automotive; Atlanta (GA); Hybrid; USD 30,000 - 45,000; Full time

Job summary

Cox Automotive in Atlanta is seeking a Senior Logistics Concierge to support the Contact Center and Logistics Concierges, delivering exemplary service to customers, clients and vendors while meeting department metrics.

This hybrid role requires handling escalations, training CCRs on new products and processes, and coordinating with IT, Product and other departments. Candidates must reside in Atlanta or Phoenix and be willing to travel infrequently.

Qualifications

• High School Diploma / GED required.
• 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
• Back log management
• Identify, assess, and resolve issues; refer unresolved customer conflicts to designated departments for further investigation, including central functions such as IT (Information Technology) or Product, or any such Manheim Partners.
• 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

Client interaction

Microsoft Office

Salesforce

Communication skills

Problem solving

Independent work

Multi-project management

Shift flexibility

Overtime

Education

High School Diploma / GED

Tools

Microsoft Office

Salesforce

Job description

Cox Automotive in Atlanta is seeking a Senior Logistics Concierge to support the Contact Center and Logistics Concierges, delivering exemplary service to customers, clients and vendors while meeting department metrics.

This hybrid role requires handling escalations, training CCRs on new products and processes, and coordinating with IT, Product and other departments. Candidates must reside in Atlanta or Phoenix and be willing to travel infrequently.