Commercial Services Specialist II (Manheim)
About The Position
Primary point of contact for resolving client issues for accounts ranging from simple to highly complex, broad scope accounts, collaborating with the national sales team, physical site representatives, corporate Commercial Services post-sale team, Arbitrators and various stakeholders. Assists with customer care issues and respond to dealer and commercial client inquiries, problems, or concerns in a professional manner, escalating as necessary. Develops a positive relationship with assigned clients, seeking to understand their vehicle requirements and helping them understand auction processes, vehicle availability and processes for sale, preparation, and delivery. In coordination with national account representative, follows account specific procedures to prepare and audit sale vehicle run process including managing run order, scheduling, providing notice to customer account, vehicle repairs, accurate charge posting (pre-sale and limited post-sale), reporting, invoicing, etc. Monitors vehicle sales processes and liaise with auctioneers in lane, department managers, national commercial sales teams, mechanic shops, and operations to ensure efficient vehicle preparation and auction block representation to include both initial runs and re-runs on sale day. 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. Reviews 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 and upsells national clients on complementary company products and services to ensure client satisfaction. Works with other Manheim departments regarding post-sale activities, AR, and on other matters. Generates file jackets for client audits containing condition reports and all invoices for performed work and transportation. Responsible for efficiently coordinating redemptions, involving scheduling with consumers for vehicle pickup, facilitating payments, and ensuring proper documentation, all while delivering exceptional customer service and resolving issues with professionalism. 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
- High School Diploma/GED and 3 years' experience. The right candidate could also have a different combination, such as any level degree/certification beyond a HS diploma/GED in a related discipline; or 5 years' experience in a related field.
- Strong verbal and written skills required.
- Ability to build strong business relationships required.
- Problem solving and de-escalation skills required.
- Strong organizational skills required.
Nice To Haves
- Bachelor’s degree in a related discipline preferred.
- Strong knowledge of Salesforce, AS400, Workbench and Excel preferred.
- Previous experience as a Commercial Services Specialist preferred.
Responsibilities
- Resolving client issues
- Assisting with customer care issues
- Responding to dealer and commercial client inquiries
- Developing positive relationships with clients
- Preparing and auditing sale vehicle run process
- Monitoring vehicle sales processes
- Ensuring efficient vehicle preparation and auction block representation
- Examining vehicles within the sales lineup
- Coordinating vehicle transportation
- Reviewing Condition Reports
- Educating and upselling national clients on complementary company products and services
- Working with other Manheim departments regarding post-sale activities, AR, and on other matters
- Generating file jackets for client audits
- Coordinating redemptions
- Serving as a liaison between clients and the Title Shared Services Center (TSSC)
- Collaborating with Accounts Receivable department
- Demonstrating effective prioritization skills
- Demonstrates professionalism and sincere appreciation
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).
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
Number of Employees
5,001-10,000 employees
