Account Operations Outside Specialist II (Manheim)
About The Position
This role serves as the primary point of contact for resolving client issues for accounts ranging from simple to more complex. The specialist will collaborate with auction teams and various stakeholders to provide exceptional customer service by promptly addressing inquiries and concerns related to vehicle condition and/or discrepancies. This position coordinates sale vehicle run processes, maintains communication with other auction departments to ensure appropriate movement and organization of client inventory, and timely completion of reconditioning services. The specialist will build positive relationships with assigned clients, examine vehicles, complete estimates for reconditioning services, coordinate and approve reconditioning services, and conduct condition reports and imaging audits to reduce risk. They will educate clients on auction processes and recommend or upsell Manheim/CAI products and services. The role requires effective prioritization, professionalism, and the ability to resolve client issues promptly. Additionally, the specialist may be responsible for coordinating redemptions, ensuring proper documentation, complying with PII policies, and maintaining adherence to Cox standards and guidelines regarding reconditioning services and NAAA guidelines. Proficiency with computer software, including Microsoft Office applications, is necessary. A commitment to safety is also a key aspect of this role.
Requirements
- 2 - 3+ years’ experience, with minimum of 2 years in automotive industry
- High School Diploma or equivalent required
- Prior experience in vehicle reconditioning and/or general auto body knowledge required
- Self-starter with ability to work with minimal supervision
- Ability to handle multiple tasks simultaneously
- Team-based interpersonal skills
- Excellent verbal and written skills
- Requires physical ability and mental acuity to execute the duties of the position successfully within required timeframes to meet business requirements.
- Valid Driver’s License and safe driving record is required
Nice To Haves
- Ability to operate vehicles with standard and automatic transmission is preferred
- Previous experience in the auto, logistics, or transportation industry.
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 including Outlook, Excel, 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
- seven paid holidays throughout the calendar year
- additional paid time off in the form of bereavement leave
- time off to vote
- jury duty leave
- volunteer time off
- military leave
- 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)
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
