Account Operations Outside Specialist II (Manheim)

Cox Communications • Belcamp, MD

5d • 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 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, fostering positive relationships with both internal and external stakeholders. The role coordinates sale vehicle run processes and maintains direct 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 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 reports and imaging audits to reduce the risk of policy loss and goodwill expenses. A proficient knowledge of condition report data and vehicle inspection process is required to identify previous paint, auto body repairs, frame damage, PDR, etc. The specialist will educate and act as a liaison for clients on auction processes and recommend and/or upsell Manheim/CAI products and services based on client needs. Effective prioritization skills, professionalism in client relationships, and prompt, professional resolution of client issues are essential. The role may be responsible for efficiently coordinating redemptions, ensuring proper documentation, complying with all PII policies and procedures, all while 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 to ensure proper placement of vehicle announcements and/or brands. Proficiency with computer software including Microsoft Office applications (Outlook, Excel) and other internal business platforms is required. A commitment to safety is demonstrated by following all safety and health procedures and modeling related behaviors, with active participation in all safety activities aligned with Safety Excellence. Any other duties assigned will also be performed.

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
• Ability to operate vehicles with standard and automatic transmission is preferred
• Must work at a specified Cox location
• Must clear a pre-employment drug test (marijuana excluded for this position, but it is a drug-free workplace)
• Applicants must currently be authorized to work in the United States for any employer without current or future sponsorship. No OPT, CPT, STEM/OPT or visa sponsorship now or in future.

Nice To Haves

• Previous experience in the auto, logistics, or transportation industry.

Responsibilities

• Serve as the primary point of contact for resolving client issues for accounts ranging from simple to more complex, broad scope accounts.
• Collaborate with auction teams and various stakeholders to provide exceptional customer service.
• Promptly address 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.
• Conduct condition reports 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.
• Recommend and/or upsell Manheim/CAI products and services based on client needs.
• Demonstrate effective prioritization skills and professionalism in client relationships.
• Assist in resolving client issues promptly and professionally.
• May be responsible for efficiently coordinating redemptions, ensuring proper documentation, and complying with all PII policies and procedures.
• 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.
• Demonstrate proficient use of computer software including Microsoft Office applications (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)

What This Job Offers

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