Sr Logistics Concierge (Manheim)

Job Description As the Senior Logistics Concierge, you will serve as the client advocate and will be responsible for client satisfaction through task ownership and accurate resolution in a hybrid call center environment. You will manage a high volume of tasks that require leveraging various resources to identify client needs, clarify and communicate information, research issues, and provide effective resolution while keeping client satisfaction at the center of every decision and behavior. Location Requirements This is a hybrid position. The selected candidate must reside within 50 miles of either of the following Cox offices and will be required to come in every Wednesday (subject to change): 4615 E. Elwood St. Suite 400 Phoenix, AZ 85040. Key Responsibilities Become proficient in all knowledge base requirements to resolve clients’ needs efficiently. Become proficient in all platforms, systems, and tools used to maintain client records, transactions, documentation, and relevant data. Maintain appropriate documentation of conversations in the designated system to ensure handoff continuity and client profile accuracy. Manage a high volume of tasks in a timely and efficient manner. Identify client needs, research the issue, and provide solutions and/or alternatives. Build sustainable relationships and engage clients by providing best‑in‑class service. Meet and/or exceed established inbound call quality guidelines and key performance criteria. Provide excellent client service and advocacy. Work across the organization as needed to resolve client requests. Assist clients with the onboarding process by providing the status of application and registration, guidance of next steps, and answering any questions. Work orders escalated to the dealer team in the order management. Effectively communicate to the client how to use any of our client‑facing tools. Perform other duties as deemed necessary by management. Minimum Qualifications High School Diploma/GED and 5 years’ experience in a related field. Or a higher degree or certification beyond a HS diploma/GED in a related discipline and 3 years’ experience. Or 7 years’ experience in a related field. Experience with escalation calls in a customer service environment. Working knowledge and proficiency with Microsoft Office applications and Salesforce. Preferred Qualifications Experience in logistics in the automotive industry. Training in multi‑channel communication. Bilingual. Drug Testing Pre‑employment drug testing is required. The workplace is drug‑free; possession, use, or being under the influence of illegal drugs during work hours, on company property, or in company vehicles is prohibited. Benefits Employees are eligible to receive a minimum of sixteen hours of paid time off every month and seven paid holidays each year. Additional paid time off may be earned through bereavement leave, time off to vote, jury duty leave, volunteer time off, military leave, and parental leave. Other benefits include health‑care insurance (medical, dental, vision), retirement planning (401(k)), and paid days off (sick leave, parental leave, flexible vacation/wellness days, and/or PTO). EEO Statement Cox is an Equal Employment Opportunity employer – All qualified applicants/employees will receive consideration for employment without regard to age, race, color, religion, creed, national origin, ancestry, sex (including pregnancy), sexual orientation, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law. Cox provides reasonable accommodations when requested by a qualified applicant or employee with disability, unless such accommodations would cause an undue hardship. Applicants must currently be authorized to work in the United States for any employer without current or future sponsorship. No OPT, CPT, STEM/OPT or visa sponsorship now or in future. #J-18808-Ljbffr CAI Cox Automotive Corp Svcs., LLC