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Service Delivery Coordinator

4 months ago

Loughborough, United Kingdom Cox Automotive Full time

The Service Delivery team is a core part of the Auction business, made up of Payments, Vendor support and the auction centres internal service delivery support function for transport & logistics, these functions are responsible for always delivering excellent customer service to both buyers and vendors, ensuring all processes are completed to a high level within the required timeframe/SLA, and ensuring customer service levels are of a high quality.

Scope of Role:
To be a key member of the Payments and Administration function and provide additional support to Manheim logistics, to be a point of initial contact to the relevant customers as well as the business/branch for any logistics related queries. Responsible for ensuring that all relevant tasks are completed in a timely manner, in line with business and customer requirements and SLA’s to ensure customer experience is enhanced and maintained. Being a conduit between the branch and the regional logistics team.

Objectives for Role:
 

  • 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 on sale days (including presence on the rostrum if relevant), in order to enhance the customer experience
  • Providing internal expertise on the portfolio of accounts, such as contribution to information for Marketing campaigns as appropriate
  • Liaison with the relevant Enterprise sales representative 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
  • 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
  • Allocating and processing vehicles to relevant sales channel in an efficient and timely manner.
  • Ensure all pre-sale activity is completed efficiently and in a timely manner, specifically not limited to, vehicle booking in checks (Vat, Reserve, Cap, ID, Sale notes) document checks, website, and imagery checks.
  • Help and support with the provisional bid process where needed, ensuring that provisional are logged pre-sale and that they are pursued post sale
  • Ensure all post-sale paperwork is completed to customer requirements and in a timely manner, making certain that any queries are resolved and giving feedback to the customers
  • Responsible for managing vendor stock regularly, keeping vendors up to date with issue vehicles, chasing for release to sale and ensuring day to sell are kept a minimum.
  • Supporting with identifying overage vehicles and recondition opportunities
  • Responsible for ensuring that all documents and AIMS are correct and updated to assist with the smooth running of the auction and accounts
  • Supporting Auctioneers during sale days e.g. Simulcast
  • Be the point of contact for our customers and develop and maintain excellent relationships with our vendors
  • To support/operate any ad hoc processes that are required to support the auction process and general duties.

Skills, Knowledge and Experience:

  • Experience within a customer facing role with the ability to resolve customer queries and complaints to a mutual satisfaction.
  • Excellent customer service skills.
  • Strong administration skills.
  • PC and back-office systems experience.
  • 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 effectively as part of a team.
  • Strong time management and organisational skills with the ability to work under pressure to tight deadlines, prioritising workload.
  • Confident in problem solving and complaint handling.
  • Ability to work independently and manage tasks efficiently in order of priority status

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.

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