Senior Account Coordinator

The Customer Hub is accountable for the delivery of customer service excellence to Cox Automotive customers across our portfolio of products and services, ensuring full delivery of contractual obligations including achieving KPI's, management of day-to-day process and reporting requirements.

Scope of Role:
The Senior Account Coordinator is responsible for providing business support to a portfolio of key accounts to build and maintain productive customer relationships. You will support the retention of customer relationships by ensuring that agreed, mutual business objectives and service level agreements are achieved. You will always deliver service excellence to the customer and where possible identify areas where performance improvements can be made, and efficiencies achieved, escalating issues raised/observed and support with the resolution.

Objectives for Role:

• Build and maintain successful customer and team relationships to support customer satisfaction and retention, communicating effectively always


• To act as an escalation, point for customers and to act as conduit between the Sales team and/or Operations.


• Ensure business critical processes are always adhered to, to improve efficiency


• Provide service excellence to achieve customer service level agreements



• Oversee pre-sale activities in accordance with agreed service levels and take corrective action as require to resolve issues


• Ensuring delivery of post-sale reporting requirements to customers and Account Directors in line with service levels agreements and as required


• Support Account Directors to grow revenue, improve profitability and deliver the sales programme calendar


• Support Account Directors in developing and managing customer action plans and customer reviews providing information and insight to create the plans and facilitate implementation


• Maintain accurate customer records and information in all systems


• Feedback to Account Directors service delivery concerns and provide solutions


• Provide feedback to operational management and branch colleagues with any actions for performance improvement


• Ensure customer service level agreements and/ or terms of business are clear and communicated both internally and externally


• Accurate and timely completion of meeting agendas, meeting minutes, presentations, Salesforce and support with tender or contract negotiation preparation, We do not accept unsolicited agency CV's sent to the recruitment team or directly to the hiring manager. We will not be responsible for any fees related to unsolicited CV's
  
  Exceptional customer focus with the ability to question to understand


• Results orientated, good business acumen and able to identify sales opportunities


• Demonstrates ability to influence others


• Strong verbal and written communication skills


• Process orientated


• Attention to detail and focus on quality and service


• Self-driven and self-motivated


• Excellent interpersonal skills and able to work at all levels


• Excel, Word and PowerPoint knowledge required and Salesforce.com is desirable


• Knowledge of Cox Automotive policies and processes is desirable


• Able to manage and prioritise workload


• Flexible with the ability to embrace change quickly


• Ability to work in a fast-paced environment and to tight deadlines
  
  Cox Automotive is the world's largest automotive service organisation. We

provide dependable solutions that improve performance and profitability
throughout the vehicle lifecycle to manufacturers, fleets, and retailers.
Our businesses are organised around our customers' core needs across vehicle
solutions, mobility, remarketing, funding, and retail.