Account Operations Specialist II (Manheim)

Cox Enterprises • Fontana, CA

2d • Onsite

About The Position

This role serves as the primary point of contact for resolving client issues for accounts ranging from simple to more complex, broad scope accounts. The specialist collaborates with auction teams and various stakeholders to 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. The role involves coordinating sale vehicle run processes, maintaining direct communication with other auction departments to ensure appropriate movement and organization of client inventory and timely completion of reconditioning services. Additionally, the specialist 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 report and imaging audits to reduce the risk of policy loss and goodwill expenses. The position requires proficient knowledge of condition report data and the vehicle inspection process to identify previous paint, auto body repairs, frame damage, PDR, etc. The specialist educates and acts as a liaison for clients on auction processes and recommends or upsells Manheim/CAI products and services based on client needs. The role demands effective prioritization skills, professionalism in client relationships, and prompt, professional resolution of client issues. It may also involve efficiently coordinating redemptions, ensuring proper documentation, complying with all PII policies and procedures, and delivering exceptional customer service. Strict adherence to Cox standards and guidelines regarding reconditioning services is required, ensuring consistent quality and accuracy per client SLA guidelines. Proficient knowledge of NAAA guidelines is necessary for proper placement of vehicle announcements and/or brands. Proficiency with computer software including Microsoft Office applications and other internal business platforms is essential. The role also includes visibly demonstrating safety commitment by following all safety and health procedures and modeling the behaviors related to such, and actively participating in support of all safety activities aligned with Safety Excellence. Any other duties assigned will also be performed.

Requirements

• High School Diploma/GED and 3 years’ experience in a related field.
• OR any level 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.
• Proficiency with computer software including Microsoft Office applications and other internal business platforms.
• Demonstrates proficient knowledge of condition report data and vehicle inspection process to identify previous paint, auto body repairs, frame damage, PDR, etc.
• Proficient knowledge of NAAA guidelines to ensure proper placement of vehicle announcements and or brands.

Nice To Haves

• Self-starter with ability to work with minimal supervision preferred.
• Ability to handle multiple tasks simultaneously.
• Excellent verbal and written skills preferred.
• Ability to operate vehicles with standard and automatic transmission is preferred.

Responsibilities

• Serve as the 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.
• Coordinate sale vehicle run processes.
• Maintain direct communication with other auction departments to ensure appropriate movement and organization of client inventory and timely completion of reconditioning services.
• Build positive relationships with assigned clients, examine vehicles in the sales lineup to ensure standards and quality, complete estimates for reconditioning services to improve vehicle value, coordinate and approve reconditioning services, and conduct condition report and imaging audits to reduce the risk of policy loss and goodwill expenses.
• Demonstrate proficient knowledge of condition report data and vehicle inspection process to identify previous paint, auto body repairs, frame damage, PDR, etc.
• Educate and act as liaison for clients on auction processes and recommend and or upsell Manheim/CAI products and services based on client needs.
• Demonstrate effective prioritization skills, professionalism in client relationships, and assist in resolving client issues promptly and professionally.
• Efficiently coordinate 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.
• Utilize proficient knowledge of NAAA guidelines to ensure proper placement of vehicle announcements and or brands.
• Utilize 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.

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.
• health care insurance (medical, dental, vision)
• retirement planning (401(k))
• paid days off (sick leave, parental leave, flexible vacation/wellness days, and/or PTO)

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED