Commercial Services Lead Specialist (Manheim)

Cox Enterprises • Fontana, CA

1d • $29 - $44 • Onsite

About The Position

Job Responsibilities: Serves as an escalation point for both clients and less senior Commercial Services Specialists for resolution of client issues, in partnership with the national sales team, auction representatives, Corporate Commercial Post-Sale team, Arbitrators and other stakeholders for key, highly complex (clients that have complex communication rules, inconsistent processes, require data entry into more than 1 system, wholesale and/or remarketing and more stringent audit processes as part of the SOP), high-volume client accounts (often doing business with more than one physical location or market center). The Lead Commercial Services Specialist may be accountable for key, highly complex client accounts where withdrawal of the account has significant financial implications to the business. Offers comprehensive, direct support and communication to VIP account holders, understanding their requirements and challenges while assuming responsibility for potential issues. Collaborates with various departments to proactively identify opportunities for continuous improvement, root cause issues affecting the market center and/or region and resolve higher level escalations that may involve several different departments at the physical site or corporate locations. Run reports to proactively identify trends, SOP compliance, accuracy, production, accountability, etc. Provides coaching and training to less senior commercial account specialists on new accounts or for new hires. In coordination with national account representative, follow account-specific procedures to prepare and audit sale vehicle run process including run order, scheduling, providing notice to customer account, vehicle repairs, accurate charge posting (pre-sale and limited post-sale), reporting, invoicing, etc. Accountable to monitor vehicle sales processes, communication with stakeholders and accuracy to ensure an overall positive client experience for the client. Develops positive relationships with clients, seeking to understand their vehicle requirements and helping them understand auction processes, vehicle availability and processes for sale, preparation, and delivery. Serves as a Subject Matter Expert (SME) on commercial services and assigned client SOPs. Examines vehicles within the sales lineup, utilizing Auto Check to verify that inventory meets necessary specifications, identifying any missing vehicles, and collaborating with account representatives to ensure that vehicles are prepared for sale, complete with suitable imaging and announcements. Coordinates vehicle transportation, ensuring timely delivery and resolution of emerging issues. Review Condition Reports to capture required announcements (Structural, Flood, True Miles Unknown, AS IS – NAAA guidelines for miles and age), Branded Title, Manufacturer’s Buyback, etc. Educates clients and less senior Commercial Services Specialists on auction processes & upsells Manheim/CAI products and services. Ensures file jackets for client audits include proper documentation and invoicing. Responsible for efficiently and professionally deescalating conflicts involving less senior Commercial Services Specialists during client interactions and redemption processes. Serves as a liaison between clients and the Title Shared Services Center (TSSC) to ensure timely receipt of negotiable titles. Collaborates with Accounts Receivable department to post accurate charges; process and send invoices as needed; and actively pursue collections. Demonstrates effective prioritization skills by understanding the role of assigned tasks within the comprehensive lifecycle of auctioned cars. Demonstrates professionalism and sincere appreciation for the business relationships that have been established amongst the client and Manheim.

Requirements

• Minimum: High School Diploma/GED and 7 years’ experience. OR the right candidate could also have a different combination, such as any level degree/certification beyond a HS diploma/GED in a related discipline and 5 years’ experience; OR 9 years’ experience in a related field.
• Safe drivers needed; valid driver’s license required.
• Strong professional verbal and written skills required.
• Ability to build strong business relationships required.
• Requires problem-solving and de-escalation skills.
• Strong organizational skills required.

Nice To Haves

• Previous experience training and coaching others in the workplaces is highly preferred.
• Strong knowledge of Salesforce, AS400, Workbench and Excel preferred.
• Previous experience as a Commercial Services Specialist preferred.

Responsibilities

• Serves as an escalation point for both clients and less senior Commercial Services Specialists for resolution of client issues, in partnership with the national sales team, auction representatives, Corporate Commercial Post-Sale team, Arbitrators and other stakeholders for key, highly complex (clients that have complex communication rules, inconsistent processes, require data entry into more than 1 system, wholesale and/or remarketing and more stringent audit processes as part of the SOP), high-volume client accounts (often doing business with more than one physical location or market center).
• Offers comprehensive, direct support and communication to VIP account holders, understanding their requirements and challenges while assuming responsibility for potential issues.
• Collaborates with various departments to proactively identify opportunities for continuous improvement, root cause issues affecting the market center and/or region and resolve higher level escalations that may involve several different departments at the physical site or corporate locations.
• Run reports to proactively identify trends, SOP compliance, accuracy, production, accountability, etc.
• Provides coaching and training to less senior commercial account specialists on new accounts or for new hires.
• In coordination with national account representative, follow account-specific procedures to prepare and audit sale vehicle run process including run order, scheduling, providing notice to customer account, vehicle repairs, accurate charge posting (pre-sale and limited post-sale), reporting, invoicing, etc.
• Accountable to monitor vehicle sales processes, communication with stakeholders and accuracy to ensure an overall positive client experience for the client.
• Develops positive relationships with clients, seeking to understand their vehicle requirements and helping them understand auction processes, vehicle availability and processes for sale, preparation, and delivery.
• Serves as a Subject Matter Expert (SME) on commercial services and assigned client SOPs.
• Examines vehicles within the sales lineup, utilizing Auto Check to verify that inventory meets necessary specifications, identifying any missing vehicles, and collaborating with account representatives to ensure that vehicles are prepared for sale, complete with suitable imaging and announcements.
• Coordinates vehicle transportation, ensuring timely delivery and resolution of emerging issues.
• Review Condition Reports to capture required announcements (Structural, Flood, True Miles Unknown, AS IS – NAAA guidelines for miles and age), Branded Title, Manufacturer’s Buyback, etc.
• Educates clients and less senior Commercial Services Specialists on auction processes & upsells Manheim/CAI products and services.
• Ensures file jackets for client audits include proper documentation and invoicing.
• Responsible for efficiently and professionally deescalating conflicts involving less senior Commercial Services Specialists during client interactions and redemption processes.
• Serves as a liaison between clients and the Title Shared Services Center (TSSC) to ensure timely receipt of negotiable titles.
• Collaborates with Accounts Receivable department to post accurate charges; process and send invoices as needed; and actively pursue collections.
• Demonstrates effective prioritization skills by understanding the role of assigned tasks within the comprehensive lifecycle of auctioned cars.
• Demonstrates professionalism and sincere appreciation for the business relationships that have been established amongst the client and Manheim.

Benefits

• Employees are eligible to receive a minimum of sixteen hours of paid time off every month and seven paid holidays throughout the calendar year.
• Employees are also eligible for 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.
• Benefits of working at Cox may include health care insurance (medical, dental, vision), retirement planning (401(k)), and paid days off (sick leave, parental leave, flexible vacation/wellness days, and/or PTO).

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED