- To act as the primary point of contact for a set of key customers, ensuring that administration processes for each account meet high standards and are within SLAs
- Engage with key customers on sale days (including potential presence at the rostrum when applicable) to enhance the customer experience
- Provide internal expertise on the account portfolio, contributing to relevant Marketing campaigns when necessary
- Collaborate with the designated Enterprise sales representative for each account to provide feedback on administrative processes and ongoing customer experience, enabling useful information for customer review meetings by AMs and ADs
- Handle general customer inquiries promptly and efficiently, whether in-person, over the phone, or via email, ensuring satisfactory resolutions or escalating as needed
- Efficiently allocate and process vehicles to the appropriate sales channel in a timely manner
- Ensure all pre-sale activities, such as vehicle checks and document verifications, are completed efficiently and promptly
- Assist with the provisional bidding process as required, ensuring accurate logging of provisionals pre-sale and diligent pursuit post-sale
- Ensure all post-sale paperwork is done according to customer requirements and in a timely manner, resolving any queries and providing feedback to customers
- Regularly manage vendor stock, maintaining updated communications with vendors regarding issue vehicles, release to sale follow-ups, and minimizing days to sell
- Assist in identifying overage vehicles and reconditioning opportunities
- Ensure all documents and AIMS are accurate and up to date to support smooth auction proceedings and account management
- Support Auctioneers during sale events like Simulcast
- Act as the primary contact for customers, nurturing strong relationships with our vendors
- Assist with any ad hoc processes essential for auction support and general duties
- Experience working within strict regulations and procedures
- Customer-facing experience with a knack for resolving inquiries and complaints satisfactorily
- Outstanding customer service aptitude
- Proficient in administration tasks
- Detail-oriented with accurate data entry capabilities
- Great interpersonal and communication skills, both verbal and written
- Proactive and adaptable, adept at responding effectively to changes
- Team player mindset ensuring successful sale deliveries
- Excellent time management and organizational skills, thriving under pressure and tight deadlines through effective workload prioritization
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Vendor Support Coordinator - Colchester, United Kingdom - Cox Automotive
Description
The Role:
The Service Delivery team is a crucial part of the Auction business, composed of Payments and Vendor support. These functions are accountable for providing top-notch customer service to both buyers and vendors consistently, ensuring all processes are executed efficiently within the required timeframe/SLA. The main objective is to guarantee successful sales outcomes and uphold high customer service standards.
Scope of Role:
To supervise a portfolio of key branch accounts, offering initial contact point and administrative support to both accounts and the business/branch.
Responsibilities include ensuring all administration tasks are carried out accurately and promptly for the accounts, aligning with business and customer demands, and SLAs to enrich and sustain the customer experience.
Objectives for the Role:
Skills, Knowledge and Experience:
