Delivery Resolution Specialist

Holman•Mount Laurel, NJ

About The Position

Holman is a family-owned, global automotive services organization anchored by our deeply rooted core values and principles that have enabled us to continue Driving What’s Right throughout the last century. Our teams deliver the Holman Experience by treating our customers and each other as we would like to be treated, and creating positive, rewarding relationships all around. The automotive markets Holman serves include fleet management and leasing; vehicle fabrication and upfitting; component manufacturing and productivity solutions; powertrain distribution and logistics services; commercial and personal insurance and risk management; and retail automotive sales as one of the largest privately owned dealership groups in the United States. What will you be doing? Investigate, analyze, and resolve customer and third-party warranty concerns and claims, ensuring compliance with OEM warranty rules and policies. Serve as a liaison between internal stakeholders, external customers, OEMs, transport partners, and repair vendors to drive timely and effective delivery issue resolution. Analyze data and claim activity to identify trends, recurring issues, and anomalies; leverage insights to make informed recommendations and improve delivery outcomes. Troubleshoot unique, non-routine vehicle delivery issues and one-off scenarios, applying forward-thinking and creative problem-solving approaches. Research and resolve delivery-related discrepancies including missing items, driver-paid options, mis-shipments, damages, and other exceptions. Coordinate quotes, repairs, and communications for vehicles damaged pre-delivery, in transit, or due to uncontrollable external events (e.g., weather-related incidents, natural disasters). Submit warranty and damage claims accurately and efficiently; proactively follow up with OEMs and partners to minimize customer downtime. Act as a subject matter expert for delivery resolution inquiries working with internal partners to provide timely, professional, and client-facing communication—including delivery of unfavorable or complex information when necessary. Negotiate repair costs and service fees with shops and vendors to achieve cost savings for Holman and its clients while maintaining quality standards. Prioritization and execution of workload to support VSC’s overall goal of timely vehicle delivery Proactive, analytical approach to managing workload and identifying opportunities to accelerate delivery timelines. Perform all other duties and projects as assigned.

Requirements

Bachelor’s degree in a related field or equivalent work experience
Strong fluency in various desktop tools including MS Office Programs (i.e. Outlook, Excel, Word, PowerPoint, Project, Visio, SharePoint etc.)
Advanced Excel skills, including pivot tables, V & X Lookups, and analysis formulas
Familiarity with office technology and equipment, including computers, fax machines, scanners, printers, phone systems, etc.
2+ years’ of demonstrated experience in analytical role.
Experience with data analysis, reporting, forecasting, and performance tracking
Demonstrated track record of communicating with cross-functional teams to achieve goals within defined timeframes
Demonstrated history of project management
Experience planning, coordinating, and delivering work from start to finish, involving multiple people, timelines, and components.
Demonstrated experience leading and coordinating projects, including timeline management and follow-through on deliverables
Proficiency in a technical or functional area; knowledge of work processes and tools is generally limited to own area of responsibility or department
Collecting and analyzing raw data to identify trends, patterns, anomalies, and other helpful information
Reviewing and improving processes, methods, and tools to increase efficiency, accuracy, and security

Nice To Haves

Additional education, certifications, or experience are a plus

Responsibilities

Investigate, analyze, and resolve customer and third-party warranty concerns and claims, ensuring compliance with OEM warranty rules and policies.
Serve as a liaison between internal stakeholders, external customers, OEMs, transport partners, and repair vendors to drive timely and effective delivery issue resolution.
Analyze data and claim activity to identify trends, recurring issues, and anomalies; leverage insights to make informed recommendations and improve delivery outcomes.
Troubleshoot unique, non-routine vehicle delivery issues and one-off scenarios, applying forward-thinking and creative problem-solving approaches.
Research and resolve delivery-related discrepancies including missing items, driver-paid options, mis-shipments, damages, and other exceptions.
Coordinate quotes, repairs, and communications for vehicles damaged pre-delivery, in transit, or due to uncontrollable external events (e.g., weather-related incidents, natural disasters).
Submit warranty and damage claims accurately and efficiently; proactively follow up with OEMs and partners to minimize customer downtime.
Act as a subject matter expert for delivery resolution inquiries working with internal partners to provide timely, professional, and client-facing communication—including delivery of unfavorable or complex information when necessary.
Negotiate repair costs and service fees with shops and vendors to achieve cost savings for Holman and its clients while maintaining quality standards.
Prioritization and execution of workload to support VSC’s overall goal of timely vehicle delivery
Proactive, analytical approach to managing workload and identifying opportunities to accelerate delivery timelines.
Perform all other duties and projects as assigned.