Job Description:This position facilitates the resolution of customer claims & complaints (includes all vehicles & online transactions) after a sale and is responsible for the timely and successful arbitration of vehicles between buyer and seller in accordance with auction & NAAApolicies. This position also requires organization and management of sale day activities including post sale inspections and sale day arbitrations.Job Responsibilities:
- Review customer complaints and mechanic reports about vehicle condition.
- Inspect vehicle to determine extent of repairs, if any, and authorize second opinion if necessary. Advise customers of auction policy and the complaint and arbitration process and facilitate the resolution/negotiation between the two parties
- Mediate dispute and negotiate repair and/or pricing of disputed vehicles in order to arrive at a mutually acceptable solution and in an effort to keep vehicles sold.
- Have awareness of and resolve after-sale problems, such as issues with title, mileage, frame damage, etc.
- Monitor and maintain accurate files for each arbitration case and interact with Auction sales personnel regarding information on vehicle sales, etc.
- Act as a liaison with federal and state authorities regarding odometer rollbacks, salvage vehicles, etc.
- Promote Manheim and its services to customers to gain additional business including, but not limited to, post-sale inspections.
- Supervise, retain, and develop Arbitration staff by recruiting, selecting and training employees and by providing educational opportunities. Counsel and discipline employees as necessary. Plan, monitor and evaluate job performance, and conduct performance appraisals.
- Review arbitration trends & provide progress reports to GM/Assistant General Manager as necessary.
- Review customer claims to verify that they meet Manheim's National Arbitration policies and any account-specific guidelines; make/advise on financial decisions regarding arbitrations.
- Interface with all departments involved in the complaint including the fact finding and investigative phases.
- Screen and input all qualified vehicles for post-sale inspection.
- Visibly demonstrate safety commitment by following all safety and health procedures and modeling the behaviors related to such. Work in cooperation with safety leadership in support of all safety activities aligned with Safety Excellence.
- Inform buyers and sellers on the process, cost, and timing for completion of all PSI or buyer claims.
- Coordinate employee staffing & resource allocation with Mechanic Shop, Vehicle Entry, and other managers to promote efficiency and effective customer service.
- Review work volumes, plan and continuously monitor staffing levels to ensure efficiency, quality ofwork product, and effective customer service; review departmental performance against key performance indicators and metrics and develop and execute strategies for improvement.
- Effectively lead the team at the location by setting an example in behavior, championing Cox/Manheim values and ensuring that all employees are treated with respect.
- Enforce all company policies and procedures related to employee and customer conduct.
- Partner with various market level support teams (i.e. Finance, HR, MFS, Recon, Safety, Security, and Sales) to ensure effective and efficient operational processes that align with company objectives and strategies and high quality customer service and support.
- Perform other duties as assigned by Manager.
Occasional exposure to fumes, odors and weather conditions. Regularly required to stand, walk, reach, talk and hear. Frequently required to stoop, kneel, crouch, squat, and climb.
The posting is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities or requirements.
- High School Diploma or equivalent required.
- Minimum of 3-5 years of automotive, mechanical or body shop experience with complaint recording and resolution preferred.
- Competent managerial and organization skills required. Valid Driver’s License and safe driving record required. Strong verbal and written communication skills required. Effective report writing and composition skills preferred. Bachelor’s degree preferred.
- ASE certification, estimating preferred.
- Working knowledge of federal and state laws regarding arbitration of vehicles. Ability to lift 1-20 pounds.
- Vision abilities required include close, distance and color vision, depth perception and ability to adjust focus.
About Cox Automotive
Cox Automotive Inc. is transforming the way the world buys, sells and owns cars with industry-leading digital marketing, software, financial, wholesale and e-commerce solutions for consumers, dealers, manufacturers and the overall automotive ecosystem worldwide. Committed to open choice and dedicated to strong partnerships, the Cox Automotive family includes Autotrader®, Dealer dot com®, Dealertrack®, Kelley Blue Book®, Manheim®, NextGear Capital®, vAuto®, Xtime® and a host of other brands. The global company has 33,000 team members in more than 200 locations and is partner to more than 40,000 auto dealers, as well as most major automobile manufacturers, while engaging U.S. consumer car buyers with the most recognized media brands in the industry. Cox Automotive is a subsidiary of Cox Enterprises Inc., an Atlanta-based company with revenues of $18 billion and approximately 60,000 employees. Cox Enterprises’ other major operating subsidiaries include Cox Communications and Cox Media Group. For more information about Cox Automotive, visit www.coxautoinc.com. Organization:
Cox AutomotivePrimary Location:
US-IL-Bolingbrook-200 Old Chicago DrEmployee Status: