Customer Support Account Coordinator

7 months ago

Sutton Coldfield, United Kingdom Cox Automotive Full time

Inspection Services is a core part of the Manheim Inventory Solutions business, and is the number one provider of end of lease vehicle inspection and collection services. Inspection Services offers its customers a seamless process that enables them to capture end of lease damage on the vehicle in the presence of the Hirer, thus providing a tangible return on investment. Inspection Services supports the auction infrastructure by delivering these already inspected vehicles ready for sale. Inspection Services also delivers vehicles to auction centres outside the Manheim portfolio. By servicing our Customers, Customers, Inspection Services are a trusted business partner of most blue chip leasing companies.

**Scope of Role**:
This role is to implement new customers and support both new and existing, internal and external customers by providing accurate and timely administrative and hands on support, ensuring records and tasks are kept in line with standard operating practices. Communicating face to face, by telephone or via written communication, maintaining customer service excellence at all times.

The customer support team provides a one stop shop for all our finance providers by owning the immediate daily relationship with the customer. You will be the gate keeper of all communication and co-ordinate the support they require. This will include setting up new accounts, on boarding new customers or administering changes to existing customers, as well as managing daily requests, complaint management and assisting the customer in the daily maintenance of reports. The role also includes but is not limited to the following;
- Be the first point of contact to our customers for daily business needs
- Establish open and strong relationships with key customer contacts
- Overcoming issues in other parts of the business
- Administer and audit all client reports within specified timelines
- Liaising with field inspectors, giving them up to date information and guidance where necessary
- Ensure all customer contact details are up to date at all times
- Liaising with colleagues and managers to help resolve customer queries and complaints
- Owning and managing customer complaints, adhering to strict timelines for response, ensuring that the internal process is followed accurately
- Be able to complete investigations prior to prior to escalation of complaints
- Contacting customers to discuss inaccurate/missing data if applicable
- Following customer stock rotation processes accurately
- Understanding the financial integrity of the company
- Cross checking and auditing all work to ensure an accurate record is held on internal systems at all times, and ensure that reports are fit for purpose internally and externally
- Creating transport movements on behalf of the customer service team, cross checking for accuracy
- Arranging collections and deliveries that fall outside of normal process
- Understanding all internal systems and other departments to be able to answer customer queries effectively
- Liaising with Account Directors and Executives to ensure that we are working together for the customer
- Attending internal and external customer meetings with confidence
- Assisting with customer audits
- Administering KPI production and maintenance
- Embrace and adapt efficiently to new products offered to our customers

**Objectives for Role**:

- Ensuring you follow the agreed standard operational processes.
- Keeping your standard operational processes up to date, distributed and version controlled
- Work with all other teams to make sure they support the requirements of the customer and that those requirements are delivered
- Escalate complaints to the relevant manager in a timely manner, supplying all key data
- Work with customers to create a relationship that encourages a partnership approach to find efficient ways to deliver service
- Any other telephone and/or administration duties essential to enable the smooth operation of MIS.
- Implementing new customers into the business in a timely and accurate manner

You must understand the needs of the department, company and customer and be able to adapt accordingly. This may result in changes to your role from time to time including but not exhaustive to the following
- Changes to the processes that you will follow
- Changes in working times
- Change in customer portfolios
- Changes in role and movement within the department to adapt to the company’s changing needs and growth

**Skills, Knowledge and Experience**:

- Strong customer service skills and telephone manner
- Excellent communication skills both written and verbal
- Organised with the ability to work to tight deadlines and under pressure
- Excellent administration skills
- Flexible and able to adapt to change quickly
- Able to follow instructions and work using your own initiative
- Strong ability to understand and differentiate between complaints and queries
- Excellent understanding of customer requirements and st

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