Sr Customer Care Specialist (Manheim)
Core
Senior Logistics Concierge supporting a contact center team by handling escalations, training representatives, and managing complex customer/vendor issues.
Role type
Senior IC customer care specialist (logistics/automotive)
Builds
Customer service operations and vendor relationships for Manheim and Cox Automotive
Domain
Automotive industry + logistics + customer support
Deliverable
client delivery
Required skills
Escalation management, training delivery, process improvement, queue monitoring, conflict resolution, vendor liaison, data analysis, project management
Preferred skills
Automotive industry experience, logistics experience, bilingual communication
Technologies
Microsoft Office, Salesforce
Responsibilities
Serve as escalation point for complex customer requests, train contact center representatives on products and procedures, monitor queues for trends and issues, manage backlogs, consult with supervisors and cross-functional teams, maintain relationships with dealers and carriers
Seniority
Senior, hands-on IC