Customer Support Co-ordinator

3 weeks ago

Lutterworth, United Kingdom Cox Automotive Full time

Vehicle Solutions is an evolving business supporting customer de-fleet, multiple remarketing channels and a complete range of vehicle preparation services including wholesale and retail ready. This requires an agile and responsive support function able to manage a variation of customer requirements. As we develop the range of services delivered and expand our customer base, the support team need to ensure we deliver these services within SLA and to a very high standard.

Team members are responsible for ensuring all customer defined requirements are delivered ensuring operational and customer service excellences are met at all times.

**Scope of Role**:
To oversee a growing portfolio of Vehicle Solutions customer accounts specifically requiring complex and specialist process management including retail ready vehicles and associated services such as customer handover. To help develop and define new processes and solutions to improve efficiency and optimise our service delivery, exceeding customer expectation.

To provide an initial point of contact and general administration support to the accounts and be responsible for ensuring that all administration is completed in a timely and accurate manner, in line with business and customer requirements and agreed SLA’s to ensure the customer experience is enhanced and maintained.

**Objectives for Role**:

- Responsible for your portfolio management with complex customers ensuring attention to detail and accuracy is maintained.
- Responsible for using multiple external customers databases and systems
- Liaison with the relevant Account Managers / Account Directors for each account, to give feedback on administrative processes and ongoing customer experience, so that AMs and ADs have useful information for customer review meetings
- Deal with multiple 3rd parties to ensure smooth transition of units to demo and events customers/locations
- Support review meetings if necessary and ensure you are equipped to contribute and support the meetings
- Be the point of contact for our customers and develop and maintain excellent relationships.
- To be the first point of contact for a portfolio of key customers ensuring that the administration processes on each of the accounts is completed to a high standard and is within SLAs
- Contact with key customers both within the business and external in order to enhance the customer experience.

**Skills, Knowledge and Expertise**:

- Experience of working within rigid regulations and procedures
- Experience within a customer facing role with the ability to resolve customer queries and complaints to a mutual satisfaction
- Excellent customer service skills
- Manage the customer handover experience on site
- Strong administration skills
- A keen eye for detail and accurate data entry skills
- Excellent interpersonal and communication skills both verbal and written.
- Able to use your initiative and be flexible, reacting to change quickly and effectively
- Able to work as part of a team to ensure successful delivery of a sale
- Strong time management and organisational skills with the ability to work under pressure to tight deadlines, prioritising workload

**_
STRICTLY NO AGENCIES PLEASE_**
- We work with a carefully selected set of recruitment agencies and we're not looking to add to our PSL._
- We do not accept unsolicited agency CV's sent to the recruitment team or directly to the hiring manager. We will not be responsible for any fees related to unsolicited CV's._
- #INDAR_

Cox Automotive is the world’s largest automotive service organisation. We
provide dependable solutions that improve performance and profitability
throughout the vehicle lifecycle to manufacturers, fleets, and retailers.
Our businesses are organised around our customers’ core needs across vehicle
solutions, mobility, remarketing, funding, and retail.

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