Senior Account Operations Outside Specialist; Manheim

Account Operations Sr Specialist

Primary Responsibilities & Essential Functions

• Serve as a point of contact for assigned accounts, ensuring SLAs and client requirements are met
• Communicate with clients regarding vehicle condition, reconditioning recommendations, and service approvals
• Provide professional, timely responses to client inquiries and issues

Vehicle Preparation & Sale Support

• Review vehicles in sale lineup to ensure readiness, accuracy, and proper placement
• Coordinate vehicle movement and reconditioning activities with Lot Operations and Recon teams
• Audit condition reports, images, announcements, and certifications to reduce risk and ensure compliance

Operational Coordination & Compliance

• Partner with cross-functional teams to resolve issues and support smooth auction operations
• Ensure adherence to NAAA guidelines, client standards, and internal policies
• Follow all safety procedures and model safe work behaviors

Systems, Documentation & Reporting

• Maintain accurate records, documentation, and system updates
• Utilize internal platforms and Microsoft Office tools to track work and communicate status
• Perform additional duties as assigned

Summary

Serves as account liaison coordinating and executing account SLA's. Serves as a primary point of contact for auction vendors / clients. Engages with clients to understand requirements, upsell CAI products and services, and ensure the work agreed upon is completed to client expectations. Offer solutions and ensure the sales proceed in a manner that is mutually beneficial, for the client and for Cox.

Coordinates with auction personnel and other stakeholders across all aspects of customer engagement.

Primary Duties/Responsibilities

• Primary point of contact for resolving client issues for accounts ranging from simple to more complex, broad scope accounts, collaborating with auction teams, and various stakeholders.
• Provide exceptional customer service by promptly addressing inquiries and concerns related to vehicle condition and/or discrepancies, fostering positive relationships with both internal and external stakeholders
• Coordinates sale vehicle run processes. Maintains direct communication with other auction departments to ensure appropriate movement and organization of client inventory and timely completion of reconditioning services.
• Builds positive relationships with assigned clients, examines vehicles in the sales lineup to ensure standards and quality, completes estimates for reconditioning services to improve vehicle value, coordinates and approves reconditioning services, and conducts condition report and imaging audits to reduce the risk of policy loss and goodwill expenses.
• Demonstrates proficient knowledge of condition report data and vehicle inspection process to identify previous paint, auto body repairs, frame damage, PDR, etc.
• Educates and acts as liaison for clients on auction processes and recommends and or upsells Manheim/CAI products and services based on client needs.
• Demonstrates effective prioritization skills, professionalism in client relationships, and assists in resolving client issues promptly and professionally.
• May be responsible for efficiently coordinating redemptions, ensuring proper documentation, complying with all PII policies and procedures, all while delivering exceptional customer service, and resolving any issues with professionalism.
• Maintain strict adherence to Cox standards and guidelines regarding reconditioning services, ensuring consistent quality, and accuracy per client SLA guidelines.
• Proficient knowledge of NAAA guidelines to ensure proper placement of vehicle announcements and/or brands.
• Proficiency with computer software including Microsoft Office applications including Outlook, Excel, and other internal business platforms
• Visibly demonstrate safety commitment by following all safety and health procedures and modeling the behaviors related to such. Actively participate in support of all safety activities aligned with Safety Excellence.
• Perform any other duties assigned

Minimum Qualifications

• High School Diploma or GED
• 5+ years of experience, with a minimum of 5 years in the automotive industry
• Valid driver's license and safe driving record
• Prior vehicle reconditioning or auto body experience
• Advanced knowledge of condition reports, inspections, and reconditioning standards

Key Responsibilities

• All responsibilities of Specialist I & II plus:
• Manage complex client accounts and intricate SLAs
• Lead audits of condition reports, and imaging
• Coordinate redemptions and ensure compliance with PII policies
• Serve as an advisor to less senior team members

Preferred Qualifications

• Proven analytical skills and ability to prioritize in fast-paced environments
• Strong cross-functional partnership skills
• Self-starter with ability to work with minimal supervision
• Ability to handle multiple tasks simultaneously
• Team-based interpersonal skills
• Excellent verbal and written skills
• Requires physical ability and mental acuity to execute the duties of the position successfully within…