us | Contract Support Specialist II in Jonesboro, GA

Contract Support Specialist II

  • Cox Automotive
  • $105,570.00 - 118,180.00 / Year *
  • 1794 Walt Stephens Rd
  • Jonesboro, GA 30236
  • Full-Time
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The? Contract Support Specialist? is responsible for researching, analyzing, and trouble-shooting documentation, entering & maintaining accurate dealership information within the company databases and reviewing the accuracy of dealership information and products to ensure contractual compliance prior to and at the end of the contract fulfillment process. This person will partner with internal/external departments to ensure sales contracts are processed, with a high level of accuracy, perform quality assurance reviews prior to delivery and cancel contracts at the end of partnership with Cox Automotive and the client.

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Key Responsibilities:

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Contract Fulfillment:? Ability to read and interpret contractual information received from Sales.?Review & analyze said documentation for accuracy & completeness.?Enter contractual information into company databases while meeting and/or exceeding department quality & productivity standards.
Back to Sales Process: ?Review resolved requests and confirms if the resolution is valid. Troubleshoot and follow through until a valid resolution is received.
Quality Assurance: ?Timely and accurate review of dealership information, subscription products, pricing, and business requirements. Determines whether the contract should be rejected and reworked or approved and delivered.??Notifies the appropriate Customer Service personnel of any defects, discrepancies, and errors found during contract fulfillment, and reviews the information once resolved.
Flexibility:? Remain abreast of all the order fulfillment business rules and exhibited sound judgment when applying flexibility due to the needs of the business and sales.
Problem Solving:? Resolve customer or departmental issues by effectively analyzing the problem and following through on the appropriate resolution. Follow all issues from assignment to resolve while informing necessary individuals of progress.?
Decision Making:? Able to take action in solving problems while exhibiting judgment and realistic understanding of issues. Ability to use good reason, even when dealing with ambiguity. Use troubleshooting processes to?effectively arrive at decisions.
Swivel Chair Effect: ?Ability to swivel chair and process work items from multiple order fulfillment queues (Contract Entry, QA and Cancellations) adhering and applying the appropriate business rules for each request.?
Change Management:?? Flexibility to adjust to accepting change by projecting a positive attitude and open and alternate thinking.??This includes changes in organization, duties, processes, schedules, procedures and responsibilities. Additional responsibilities may be assigned as needed to enable the department and company to meet stated objectives.
Update Information:? Accurate & timely completion of requests to analyze & update customer & contractual information in company databases, including dealership contact information, products, and pricing.
Communications:? Immediate response and follow-up to daily correspondence, including questions and concerns initiated by Sales, Dealer Support, Dealer Operations department members, Management, and other internal departments as related, providing exceptional customer service.?Notify Regional Directors of pricing discrepancies.??Work with Sales Operations to obtain approval where applicable.
Processes & Procedures: ?Adapt to ongoing procedural changes and provide suggestions for improvements to current processes and procedures.?Develop and nurture intra-departmental relationships across Customer Service to increase efficiencies and streamline processes.??Keep other internal departments informed and up-to-date when procedures and/or processes change within the order fulfillment department.
Customer Service:? Work cooperatively and jointly with all Cox Automotive Media departments to provide outstanding customer service to internal and external customers. This also includes the ability to work as a team and build high morale and commitments to team goals, and display positive attitude and willingness to assist where needed. Establish and maintain credibility and rapport in working with Clients Operations, Dealer Support, Sales, and other internal teams as applicable.
Product Knowledge:? Requires in-depth product and subscription contract knowledge to fulfill contracts, perform quality checks and process cancellations accurately.
Cox Automotive Media Knowledge:? Ability to quickly learn internal systems, product functionality, business and departmental guidelines. Develop a thorough knowledge of the Cox Automotive Media organization and its processes and procedures related to order fulfillment and ongoing service.
Collaboration: ?Partnering with the internal/external teams to positively impact lost business for Cox Automotive Media.
All other duties as assigned:? Adjusts to changing/additional duties & responsibilities as the department and company changes. Additional administrative duties, such as special projects and tasks, may be delegated to assist the department and company, and to help ensure all goals are met.


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Qualifications: Required

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HS Diploma or GED equivalent
2+ years administrative experience with emphasis on document review, trouble-shooting, data analysis & processing and quality assurance experience in an operational environment
Ability to work in a team-based environment and demonstrate initiative to work independently with minimal supervision
Ability to work flexible hours, overtime, including nights (late nights due to end of the month volume), weekends and holidays.?
Ability to work effectively in a fast-paced environment with a high volume of change
Exceptional time management, multi-tasking, decision making, and analytical skills
Experience using complex reporting systems; ability to learn proprietary systems
Excellent oral and written communication skills and active listening skills
Excellent data entry skills with a high degree of accuracy required
High level of effort and initiative to exceed company objectives and customer needs
Must demonstrate professionalism and positive demeanor in presentation collaboration and communication
Strong computer skills and proficiency in MS Outlook, Word, Excel, Customer Relationship Management systems, and the Internet.?
Outstanding attention to detail and accuracy
Desire and ability to learn new skills and improve upon current skills
Motivated, self-starter with strong interpersonal skills
Ability to perform duties requiring frequent speaking, sitting for long periods, use of hands/fingers across keyboard or mouse, multi-tasking with general office equipment, multiple computer software applications, and long periods working at a computer
Ability to perform duties in a semi-private, workstation with moderate surrounding noise level due to representatives speaking with customers or other office personnel


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Preferred

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Bachelor's Degree
Basic knowledge of Salesforce, Fast lane / ESO and Service Now
Ability to work flexible hours, overtime, including nights (late due to end of the month volume), weekends and holidays.
Thorough knowledge of Cox Automotive Media products, processes and technology
Outstanding attention to detail and accuracy
Ability to work effectively in a fast-paced environment with a high volume of change
Ability to work in a team-based environment and demonstrate initiative to work independently with minimal supervision
Exceptional time management, multi-tasking, decision making, and analytical skills
Experience working with Microsoft Office Suite; proficiency in Excel required
Experience using complex reporting systems; ability to learn proprietary systems
Excellent oral and written communication skills and active listening skills
Must demonstrate professionalism and positive demeanor in presentation collaboration and communication
Excellent people and customer service skills
Motivated, self-starter with strong interpersonal skills
Ability to perform duties requiring frequent speaking, sitting for long periods, use of hands/fingers across keyboard or mouse, multi-tasking with general office equipment, multiple computer software applications, and long periods working at a computer
Ability to perform duties in a semi-private, workstation with moderate surrounding noise level due to representatives speaking with customers or other office personnel


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About Cox Automotive

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Cox Automotive Inc. makes buying, selling and owning cars easier for everyone, while also enabling mobility services. The global company?s 34,000-plus team members and family of brands, including Autotrader?, Clutch Technologies, Dealer.com?, Dealertrack?, Kelley Blue Book?, Manheim?, NextGear Capital?, VinSolutions?, vAuto??and Xtime?,?are passionate about helping millions of car shoppers, tens of thousands of auto dealer clients across five continents and many others throughout the automotive industry thrive for generations to come. Cox Automotive is a subsidiary of Cox Enterprises Inc., a privately-owned, Atlanta-based company with revenues exceeding $20?billion.? www.coxautoinc.com

Cox is an Equal Employment Opportunity employer - All qualified applicants/employees will receive consideration for employment without regard to that individual?s age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law.

Statement to ALL Third-Party Agencies and Similar Organizations:? Cox accepts resumes only from agencies with which we formally engage their services.?? Please do not forward resumes to our applicant tracking system, Cox employees, Cox hiring manager, or send to any Cox facility. Cox is not responsible for any fees or charges associated with unsolicited resumes.

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Associated topics: compliance department, compliance office, corporate attorney, counsel, court, courtroom, lawyer, legal affairs, legal department, market


* The salary listed in the header is an estimate based on salary data for similar jobs in the same area. Salary or compensation data found in the job description is accurate.