Customer Support Coordinator

3 months ago

Huntingdon, United Kingdom Cox Automotive Full time

Monday - Friday

About us

Cox Automotive 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.

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.


  • Responsible for your portfolio management with complex customers ensuring attention to detail and accuracy is maintained.
  • Efficient and accurate filing of vehicle documents and all relevant administration is completed.
  • 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
  • Support review meetings if necessary and ensure you are equipped to contribute and support the meetings

Customer Service

  • Responsible for dealing with general customer enquiries in an efficient and timely manner both face to face, via telephone and email, ensuring a satisfactory outcome is reached or escalating where necessary
  • Be the point of contact for our customers and develop and maintain excellent relationships with our vendors
  • 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

  • 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

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