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Sr Contract Support Specialist

3 months ago

Atlanta, United States Cox Enterprises Full time

**Primary Location:** 3003 Summit Blvd , Atlanta , GA , US **Sr Contract Support Specialist**

221831 At Cox, were forward-thinking innovators who put people first. Our award-winning workplace culture is centered on inclusion and kindness, and were looking for people to join our mission to be a force for good in the world. Come build a better future with us across automotive, communications, the environment and more.

We want to do everything we can to keep our employees safe and healthy. Therefore, where permitted by applicable law, you will need to be fully vaccinated against COVID-19 to be considered for this U.S.-based job. Reasonable accommodations for medical and religious objections will of course be considered.

Keep reading to learn more about this opportunity and how you can continue to make your mark with Cox.

The Senior Contract Support Specialist is responsible for researching, analyzing, and trouble-shooting documentation; entering & maintaining accurate dealership information within the company databases; reviewing the accuracy of dealership information and products to ensure contractual compliance prior to and at the end of the contract fulfillment process; 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; monitor and document all errors made by department personnel providing coaching and/or training when applicable; monitoring department processes, identifying problem areas and partnering with management for adequate solutions; represent the Contract Support team providing knowledge and expertise support for internal/external projects, as well as new initiatives products and tools.

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. Documents and communicates Contract Support processes as it relates to entering, cancelling and quality reviews.

Escalations: Review pre/post-delivery escalated requests, troubleshoot and follow through until a valid resolution is available ensuring client satisfaction. Follow all issues from assignment to resolve while informing necessary individuals of progress.

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. Identifies and documents errors made by the Contract Support team, providing coaching and training along with communicating updates of group and individual performance to management.

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: Provides second tier of escalated support for the Contract Support team, projects and other departments. Report errors and escalate issues as needed. Resolve customer or departmental issues by effectively analyzing the problem and following through on the appropriate resolution

Decision Making: Empowered to act as manager on duty in the absence of the management team. 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, Cancellations Escalations and Projects) 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. Monitor and ensure compliance with company and department policies, procedures and other state and/or federal regulations and law where applicable

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: Documents and communicates Contract Support processes as it relates to entering, cancelling and quality reviews. 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 along with handling escalations and projects.

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 positive and lost business for COX Automotive Media.

**Qualifications:**

Requirements:

5 years relevant experience Required

High School Diploma or GED Required

OR equivalent combination of education and work-related experience.

Preferred:

Customer service experience administrative experience with emphasis on document review, trouble-shooting, data analysis & processing and quality assurance experience in an operational environment

Thorough knowledge of Cox Automotive Retail 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

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 c