Job Description

ACV Auctions is the leading dealer-to-dealer, online automotive marketplace in the nation. We bring transparency to every transaction, from start to finish, ensuring peace of mind and actual value for our customers. We do this with a combination of the industry's best technology and the world's best people. As a result of our team's tireless effort and dedication, we're growing at a staggering rate. ACV is attracting new people from widely different backgrounds and geographies who are invested in the genuine belief that we are creating something special. 

WHO WE ARE LOOKING FOR:

ACV Auctions is looking for an enthusiastic TRANSPORTATION CUSTOMER EXPERIENCE SPECIALIST for our Headquarters in Buffalo, who has a knack for cars and wants an opportunity to join a growing company.  Our Operations Associates are an integral part of our company.  They are detail orientated, process focused, and self-motivated.  

Reporting to the Transport Manager, your primary role will be to build relationships with our buyers in order to improve the overall transportation experience and foster business growth.  Additionally, you will work side by side with our Transportation team to achieve the successful resolution of internal/external customer inquiries in a timely manner.

WHAT YOU WILL DO:

• Act as the face of the Transportation Team for internal/external inquiries, whether for specific transport requests or overall issues.
• Build relationships with our buyers by establishing a positive rapport and problem solving.
• Create differentiation in service levels across customer base with lean on first time, key account & strategic customers. 
• Daily review of NPS scores, Facebook posts, and other social media.
• Daily tracking of all interactions with our buyers, while documenting escalations when needed.
• Identify process gaps and recommend improvements to Transportation management.
• Work closely with our inside and outside sales teams on any escalated issues or concerns.
• See the world through the eyes of the customer by deeply understanding their business needs, challenges, and concerns.
• Document recurring transport issues and potential problem scenarios to help with continuous education and development efforts for the entire Transportation team.
• Understand all of ACV Transportation policies and procedures and be able to communicate them effectively to buyers and internal stakeholders.
• Establish yourself as the first point of contact for all internal and external customers and assist management as needed.

WHAT YOU WILL NEED:

• Minimum of 3 years of customer service experience required.
• Minimum of 2 years of transportation/logistics experience strongly preferred.
• Excellent relationship-building skills, both in-person and over the phone.
• Understand the importance of building internal and external networks to increase personal effectiveness.
• College degree or a combination of experience and High School Diploma required.
• Experience working with the Microsoft Office Suite required.
• Experience with Google Suite and Salesforce a plus
• An upbeat and positive demeanor.
• Ability to be self-motivated and able to work independently.
• Ability to adapt quickly to shifting priorities and assists others in doing so.
• A high attention to detail.

HIRING IS CONTINGENT ON A SATISFACTORY BACKGROUND CHECK AS PERMITTED BY LAW.  ANY FALSIFICATION OF YOUR APPLICATION OR ANY OTHER HIRING MATERIALS IS GROUNDS FOR RESCINDING AN OFFER OR TERMINATION OF EMPLOYMENT.  

ACV AUCTIONS IS AN EQUAL OPPORTUNITY EMPLOYER (EOE) AND ALL QUALIFIED APPLICANTS WILL RECEIVE CONSIDERATION FOR EMPLOYMENT WITHOUT REGARD TO RACE, COLOR, RELIGION, SEX, NATIONAL ORIGIN, DISABILITY STATUS, PROTECTED VETERAN STATUS, OR ANY OTHER CHARACTERISTIC PROTECTED BY LAW.

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