Commercial Services Specialist II
About The Position
This role serves as the primary point of contact for resolving client issues for accounts ranging from simple to highly complex, broad scope accounts. The specialist will collaborate with the national sales team, auction representatives, the corporate Commercial Services post-sale team, and various stakeholders. The position involves assisting with customer care issues, responding to dealer and commercial client inquiries, problems, or concerns professionally, and escalating as necessary. A key aspect is developing positive relationships with assigned clients, understanding their vehicle requirements, and educating them on auction processes, vehicle availability, and sale, preparation, and delivery processes. The role also includes coordinating vehicle transportation, reviewing condition reports, educating and upselling clients on complementary products and services, and working with other departments on post-sale activities. Additionally, the specialist will generate file jackets for client audits and coordinate redemptions, including scheduling, facilitating payments, and ensuring proper documentation, all while delivering exceptional customer service. Demonstrating effective prioritization skills and professionalism in business relationships is essential.
Requirements
- Must clear a pre-employment drug test.
- Must be authorized to work in the United States for any employer without current or future sponsorship.
- No OPT, CPT, STEM/OPT or visa sponsorship now or in future.
Nice To Haves
- Experience with Auto Check
- Knowledge of NAAA guidelines for miles and age
- Familiarity with Branded Title and Manufacturer’s Buyback processes
Responsibilities
- Serve as the primary point of contact for resolving client issues for accounts ranging from simple to highly complex, broad scope accounts.
- Collaborate with the national sales team, auction representatives, corporate Commercial Services post-sale team, and various stakeholders.
- Assist with customer care issues and respond to dealer and commercial client inquiries, problems, or concerns in a professional manner, escalating as necessary.
- Develop 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, follow account specific procedures to prepare sale vehicle run process including run order, scheduling, notice to customer account, reporting, etc.
- Monitor vehicle sales processes, communicate with auctioneer in lane, department managers, national commercial sales teams, and other coordinators to ensure vehicles cross the auction block or are effectively re-run-on sale day.
- Examine vehicles within the sales lineup, utilize Auto Check to verify that inventory meets necessary specifications, identify any missing vehicles, and collaborate with account representatives to ensure that vehicles are prepared for sale, complete with suitable imaging and announcements.
- Coordinate 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.
- Educate and upsell 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.
- Generate file jackets for client audits containing condition reports and all invoices for performed work and transportation.
- Efficiently coordinate 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.
- May collaborate with Accounts Receivable department to send invoices as needed.
- Demonstrate effective prioritization skills by understanding the role of assigned tasks within the comprehensive lifecycle of auctioned cars.
- Demonstrate professionalism and sincere appreciation for the business relationships that have been established amongst the client and Manheim.
Benefits
- Minimum of sixteen hours of paid time off every month
- Seven paid holidays throughout the calendar year
- Additional paid time off in the form of bereavement leave
- Time off to vote
- Jury duty leave
- Volunteer time off
- Military leave
- Parental leave
- Health care insurance (medical, dental, vision)
- Retirement planning (401(k))
- 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
No Education Listed
