Senior Logistics Concierge (Ready Logistics)

Cox Automotive Inc.; Phoenix (AZ); Hybrid; USD 30,334 - 45,571; Full time

Benefits offered by this job

Paid time off

Paid holidays

Bereavement leave

Time off to vote

Jury duty leave

Volunteer time off

Military leave

Parental leave

Job summary

Cox Automotive Inc. in Phoenix is seeking a Senior Logistics Concierge to act as a client advocate in a hybrid work setting. You will manage a high volume of tasks, resolve issues, and communicate clearly to ensure client satisfaction across platforms and systems.

The role requires escalation-call experience, strong MS Office and Salesforce skills, and automotive logistics experience. On-site reporting is expected near the Phoenix office with competitive hourly compensation.

Qualifications

• High School Diploma or GED with 5+ years in a related field, or alternative combos with 3–7 years of experience.
• Experience with Escalation Calls in a Customer Service Environment.
• Working knowledge of Microsoft Office and Salesforce.
• Experience in automotive logistics is preferred.

Responsibilities

• Become proficient in knowledge base requirements to resolve clients' needs efficiently.
• Maintain client records, transactions, documentation, and relevant data across platforms.
• Document client conversations and requests to support seamless handoffs and accurate profiles.
• Manage a high volume of tasks in a timely and efficient manner.
• Identify client needs, research issues and provide solutions or alternatives.
• Build sustainable relationships and deliver best-in-class service.
• Meet and/or exceed inbound call quality guidelines and KPIs.
• Provide excellent client service and advocacy.
• Collaborate across the organization to resolve client requests.
• Assist clients with onboarding by guiding status of applications and next steps.
• Escalate work orders per KPIs and communicate use of client tools.
• Perform other duties as deemed necessary by management.

Skills

Escalation Calls

Education

High School Diploma/GED

Tools

Microsoft Office

Salesforce

Job description

As the Senior Logistics Concierge, you will serve as the client advocate and will be responsible for the client satisfaction based on task ownership and accurate resolution in a hybrid environment. You will manage a high volume of tasks that require you to leverage various resources to identify the client's need, clarify and communicate information, research issues, and provide effective resolution while keeping the client satisfaction at the core of every decision and behavior.

Location Requirements

This Is a Hybrid Position, And The Selected Candidate Must Reside Within 50 Miles Of The Office And Be Willing To Report To The Office

4615 E. Elwood St. Suite 400 Phoenix, AZ 85040

Key Responsibilities

• Become proficient in all knowledge base requirements to resolve clients' needs as efficiently as possible
• Become proficient in all platforms, systems, and tools used to maintain client records, transactions, documentation, and relevant data
• Maintain accurate documentation of client conversations and requests to support seamless handoffs and ensure client profile accuracy
• Manage high volume of tasks in a timely and efficient manner
• Identify client needs, research issue and provide solutions and/or alternatives
• Build sustainable relationships and engage clients by providing best-in-class service
• Meet and/or exceed established inbound call quality guidelines and key performance criteria
• Provide excellent client service and advocacy
• Work across the organization as needed to resolve client requests
• Assist clients with the onboarding process by providing status of application and registration process, guidance of next steps, and answer any questions
• Work orders are escalated in accordance with our key performance criteria
• Effectively communicate to the client how to use any of our client facing tools
• Perform other duties as deemed necessary by management

Minimum Qualifications

High School Diploma/GED and 5 years' experience in a related field. OR the right candidate could also have a different combination, such as any level degree/certification beyond a HS diploma/GED in a related discipline and 3 years' experience; OR 7 years' experience in a related field

Experience with Escalation Calls in a Customer Service Environment

Working knowledge and proficiency with Microsoft Office applications and Sales Force

What We Look For (Preferred)

Experience in logistics in the automotive industry

Trained in Multi- Channel Communication

Bilingual

USD 22.02 - 33.08 per hour

Compensation

Hourly pay rate is in the range of $22.02 - $33.08/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