Account Operations Specialist II (Manheim)

Cox Enterprises • Mount Juliet, TN

4d • Onsite

About The Position

This position serves as the primary point of contact for resolving client issues for accounts ranging from simple to more complex, broad scope accounts. The role involves collaborating 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 specialist will 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. They 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. The role requires proficient knowledge of condition report data and vehicle inspection process 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 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 also be responsible for 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. Proficiency with NAAA guidelines is necessary for proper placement of vehicle announcements and brands. The role requires proficiency with computer software including Microsoft Office applications and other internal business platforms. A commitment to safety is demonstrated by following all safety and health procedures and modeling related behaviors, and actively participating in 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 of 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.
• Requires physical ability and mental acuity to execute the duties of the position successfully within required timeframes to meet business requirements.
• Must be able to clear a pre-employment drug test.
• Must be able to work at a specified Cox location.
• Must 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

• 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.
• Prior experience in vehicle reconditioning and/or general auto body knowledge preferred.

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 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, 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