The primary responsibilities of the Senior Logistics Concierge in the Contact Center are to assist the Contact Center Representatives and Logistics Concierges in providing exemplary customer service to our customers, clients and vendors while meeting and exceeding department metrics.
Support team members and the broader team with more challenging situations, monitor escalations, and act as a liaison between the Contact Center and other departments within the company.
Serve as an escalation point for CCRs needing assistance with more in-depth customer requests.
Assist in (or conduct) training CCRs in new products, pricing, services, and processes/procedures.
Consult supervisor as needed for problem/complex request resolutions.
Provide input for improvements, diagnostic tools, and process changes.
Monitor queues to proactively look for trends, changes, and potential issues.
Identify, assess, and resolve issues; refer unresolved customer conflicts to designated departments for further investigation, including central functions such as IT (Information Technology) or Product, or any such Manheim Partners.
Consult and maintain relationships with dealers and carriers to educate them about Manheim, Ready and Central Dispatch.
May also perform additional duties such as; data analysis, project management, reporting, and training.

High School Diploma / GED Required
3 years experience with customer service and/or call center
3 years automotive industry and/or logistics experience preferred
Capable of interacting effectively with clients and vendors as well as managers and peers
Working knowledge and proficiency with Microsoft Office applications and Sales Force
Excellent verbal and written communications and interpersonal skills
Effective problem solving and technical troubleshooting skills
Ability to work independently as well as in a team environment
Ability to manage multiple projects simultaneously
Must be available from M-F 5 to 5 and Saturday
Willingness to work overtime

Employees are eligible to receive a minimum of sixteen hours of paid time off every month
Seven paid holidays throughout the calendar year
Additional paid time off in the form of bereavement leave, time off to vote, jury duty leave, volunteer time off, military leave, and parental leave
Health care insurance (medical, dental, vision)
Retirement planning (401(k))

Senior Customer Care Specialist, Manheim

Key skills