Lead Account Operations Specialist (Manheim)

Serves as account liaison coordinating and executing account SLA's. Serves as a primary point of contact for auction vendors / clients. Engages with clients to understand requirements, upsell CAI products and services, and ensure the work agreed upon is completed to client expectations. Offer solutions and ensure the sales proceed in a manner that is mutually beneficial, for the client and for Cox. Coordinates with auction personnel and other stakeholders across all aspects of customer engagement.

Responsibilities:

• Crucial escalation point of contact for both clients and less senior Client Account Coordinators.
• Serves as an advisor and escalation point for less senior coworkers. Collaborates with other auction departments to validate root cause issues and resolve higher level escalations that involve several different departments at the auction site.
• Leads the resolution of complex client issues for key highly complex accounts across a market center and/or auction location.
• Offers comprehensive support to VIP account holders, understanding their requirements and identifying opportunities for enhancement.
• Demonstrates advanced knowledge of condition report data and vehicle inspection process to identify previous paint, auto body repairs, frame damage, PDR, etc
• Educates clients and less senior Client Account Coordinators on auction processes & recommends Manheim/CAI products and services based on client needs.
• Actively develops positive relationships with clients, examines vehicles and detailed audits of condition reports and images to ensure SLA compliance and reduce the risk of policy loss and goodwill expense.
• Ensuring compliance with client guidelines and PII policies regarding redemption units. May be responsible for redemption escalations in partnership with auction leadership, all while delivering exceptional customer service and resolving issues with professionalism.
• Provides coaching and training to less senior Client Account Coordinators. Create SOPs to create efficiencies and a consistent and approach to workflow
• High proficiency of NAAA guidelines to ensure proper placement of vehicle announcements and or brands.
• Handles client concerns with professionalism and serves as an escalation point for less senior coworkers.
• High 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

Qualifications:

• High School Diploma/GED and 7 years' experience in a related field.
• OR the right candidate could also have a different combination, such as any level degree/certification beyond a HS diploma/GED in a related discipline and 5 years' experience;
• OR 9 years' experience in a related field.
• Safe drivers needed; valid driver's license required.
• Prior experience vehicle reconditioning and or general auto body knowledge is required.
• Proven analytical skills and experience.
• 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.
• Ability to operate vehicles with standard and automatic transmission is preferred.

USD 26.06 - 39.04 per hour

Compensation:

Hourly base pay rate is $26.06 - $39.04/hour. The hourly base rate may vary within the anticipated range based on factors such as the ultimate location of the position and the selected candidate's knowledge, skills, and abilities. Position may be eligible for additional compensation that may include commission (annual, monthly, etc.) and/or an incentive program.

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.

Applicants must currently be authorized to work in the United States for any employer without current or future sponsorship.

About Cox Automotive

At Cox Automotive, people of every background are driven by their passion for mobility, innovation and community. We transform the way the world buys, sells, owns and uses cars, accelerating the industry with global powerhouse brands like Autotrader, Kelley Blue Book, Manheim and more. What's more, we do it all with an emphasis on employee growth and happiness. Drive your future forward and join Cox Automotive today!

About Cox

Cox empowers employees to build a better future and has been doing so for over 120 years. With exciting investments and innovations across transportation, communications, cleantech and healthcare, our family of businesses - which includes Cox Automotive and Cox Communications - is forging a better future for us all. Ready to make your mark? Join us today!

Benefits of working at Cox may include health care insurance (medical, dental, vision), retirement planning (401(k)), and paid days off (sick leave, parental leave, flexible vacation/wellness days, and/or PTO). For more details on what benefits you may be offered, visit our benefits page .

Cox is an Equal Employment Opportunity employer - All qualified applicants/employees will receive consideration for employment without regard to that individual's age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law. Cox provides reasonable accommodations when requested by a qualified applicant or employee with disability, unless such accommodations would cause an undue hardship.

Statement to ALL Third-Party Agencies and Similar Organizations: Cox accepts resumes only from agencies with which we formally engage their services. Please do not forward resumes to our applicant tracking system, Cox employees, Cox hiring manager, or send to any Cox facility. Cox is not responsible for any fees or charges associated with unsolicited resumes.