Customer Support Administrator

at  Cox Automotive

Vehicle Solutions 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.
Team members are responsible for ensuring all customer defined requirements are delivered ensuring operational and customer service excellences are met at all times.

SKILLS, KNOWLEDGE AND EXPERIENCE:

• 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

SCOPE OF ROLE:

To oversee a growing portfolio of Vehicle Solutions customer accounts ensuring these are administered and managed effectively and in line with agreed SLA’s. In addition to ensure all customer interaction is to a high standard and provides the experience expected.

OBJECTIVES FOR ROLE:

Process Management

• Ensure all data input of vehicle documents is completed with accuracy and within agreed time scales.
• Efficient and accurate filing of vehicle documents
• Process daily post, ensuring all documents are posted to the correct customers on time.
• Responsible for booking in units at multiple Vehicle solutions locations.
• Responsible for using multiple external customers databases and systems
• Deal with multiple Vehicle solutions sites and auction sites ensuring smooth transition of units to sale.

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 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