Account Operations Specialist II (Manheim)

About the role

This position is responsible for working closely with accounts to coordinate vehicles for sale, review work performed, ensure appropriate and timely sale line-up, sign off vehicles, and ensure effective operational flow. The role consists of 70% outside work and 30% in-office administrative duties.

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.
• Coordinate sale vehicle run processes and 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, and coordinate and approve reconditioning services.
• Conduct condition report and imaging audits to reduce the risk of policy loss and goodwill expenses.
• Demonstrate proficient knowledge of condition report data and vehicle inspection processes to identify previous paint, auto body repairs, frame damage, PDR, etc.
• Educate and act as a liaison for clients on auction processes and recommend or upsell Manheim/CAI products and services based on client needs.
• Demonstrate effective prioritization skills, professionalism in client relationships, and assist in resolving client issues promptly and professionally.
• Efficiently coordinate redemptions, ensure proper documentation, comply with all PII policies and procedures, and deliver exceptional customer service.
• 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 related behaviors. Actively participate in support of all safety activities aligned with Safety Excellence.
• Perform any other duties assigned.

Requirements

• High School Diploma/GED and 3 years' experience in a related field. Alternatively, 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.
• Prior experience in vehicle reconditioning and/or general auto body knowledge required.
• Self-starter with the ability to work with minimal supervision.
• Ability to handle multiple tasks simultaneously.
• Team-based interpersonal skills.
• Excellent verbal and written communication skills.
• Requires physical ability and mental acuity to execute the duties of the position successfully within required timeframes to meet business requirements.

Work Environment

• Exposure to outdoor elements, including extreme heat and cold.
• Moderate noise level.
• Exposed to risks and hazards such as sharp/jagged metal and parts, broken glass, hazardous or caustic chemicals.

Pay

Hourly pay rate is in the range of $22.07 - $33.13 per 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

• Eligible to receive a minimum of sixteen hours of paid time off every month and 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.