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About Cox Automotive
Cox Automotive is a leading provider of automotive services, supporting customer de-fleet, multiple remarketing channels, and a complete range of vehicle preparation services. This requires an agile and responsive support function able to manage a variety of customer requirements.
Role Overview
To oversee a growing portfolio of Vehicle Solutions customer accounts, requiring complex and specialist process management, including retail ready vehicles and associated services. To develop and define new processes and solutions to improve efficiency and optimize service delivery, exceeding customer expectations.
Key Responsibilities
- Manage a portfolio of complex customer accounts, ensuring attention to detail and accuracy.
- Efficiently and accurately file vehicle documents and complete all relevant administration tasks.
- Utilize multiple external customer databases and systems.
- Liaise with Account Managers and Account Directors to provide feedback on administrative processes and customer experience.
- Support review meetings and contribute to discussions.
Customer Service
- Respond to general customer inquiries in a timely and efficient manner, ensuring a satisfactory outcome.
- Develop and maintain excellent relationships with vendors.
- Be the primary point of contact for a portfolio of key customers, ensuring administration processes are completed to a high standard and within SLAs.
- Enhance the customer experience through regular contact with key customers.
Requirements
- Experience working within rigid regulations and procedures.
- Customer-facing experience with the ability to resolve queries and complaints.
- Excellent customer service skills.
- Strong administration skills.
- A keen eye for detail and accurate data entry skills.
- Excellent interpersonal and communication skills.
- Able to use initiative and be flexible in a fast-paced environment.
- Strong time management and organizational skills.
