Commercial Services Specialist II (Manheim)

Cox Enterprises

1d • Hybrid

About The Position

Champions post-sale activities related to in-lane, online and private sales nationally. Serves as the main liaison for internal and assigned external clients, auction Account Administrators, and other stakeholders, while also overseeing account relationships through shared email accounts, Teams channels, and phone queues. Demonstrates proficiency in understanding and applying Standard Operating Procedures (SOPs) within the account knowledge base for assigned low touch, less complex client accounts, ensuring efficient resolution of client needs and providing quality client service utilizing an inbound phone queue. Collaborates and communicates with various internal and external clients, including but not limited to auction locations, accounts payable, accounts receivable, arbitration, cash apps, credit & collections, Dealshield, floorplan, mechanic shops, technology, title and OVE/Private Store teams to effectively facilitate resolution of cases with incomplete work, posting discrepancies, payment reversals or on cases that involve a high-risk client. Identifies and escalates more complex issues to Sr. Client Services Specialist and COAST/IBM/DSQWAT teams to solution for issues that impede meeting client SLAs, including fee discrepancies, payment reversals, and report errors. Partners with the Client Services Specialist I to provide responsive client support for escalated DealShield/title transactions, ensuring quality service and issue resolution, while efficiently cross-referencing tools to research sale transaction and title location records. Maintains proactive communication by following up regularly with clients, auction locations, and administrators on each case or outstanding issue. Efficiently manages transaction processing by generating, verifying, and transmitting sale information for low touch clients operating nationwide, while overseeing Private Store transactions, monitoring online notifications, and ensuring comprehensive documentation for all transactions. Conducts comprehensive audits across 74+ auction locations and the Posting and Procurement department to guarantee fee accuracy on nationwide sold transaction records for assigned client accounts. Calculates and posts promotional expenses for both buyer and seller sides and submits payment requests. Effectively overrides Oracle holds for approved payment requests, ensuring adherence to internal control audit standards. Ensures meticulous documentation and reporting by establishing and maintaining essential documents for electronic vehicle jackets and sale files, documenting audit discrepancies to identify performance and system issue trends and creating and maintaining Standard Operating Procedures (SOPs) and other necessary documents for daily tasks and operations. Ensures that appropriate records, required reports and related administrative functions are accurate and up to date. Prepares, reviews, balances and finalizes all required client and internal post-sale reports using the necessary reporting tools and systems. Represents Dealer Sales online activity for the Private Store sales. Educates and influences Private Store clients on Online Vehicle Exchange, Manheim.com and on other Manheim services & products. Submits Service Station tickets to resolve transaction, payment, posting, reporting issues or inquiries. Creates and maintains SOPs, and other documents required to perform daily tasks and operations. Performs related duties as assigned by the supervisor. Ability to perform repetitive data entry tasks with manual dexterity.

Requirements

• Minimum: High School Diploma/GED and 3 years' experience.
• 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 communication skills required.
• Ability to build and maintain strong business relationships.
• Problem solving and de-escalation skills required.
• Strong organizational skills required.
• Attention to detail required.
• Basic computer literacy is required.
• Ability to work independently to carry out assignments to completion within parameters of instructions given, prescribed routines, and standard accepted practices.
• Ability to sit or stand for prolonged periods of time.
• Candidates must reside within driving distance of one of our Manheim locations.
• Must clear a pre-employment drug test.
• Applicants must currently 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

• Bachelor’s degree in a related discipline preferred.
• Strong knowledge of Salesforce, AS400, Workbench and basic (data entry, filtering, sorting, etc.) Excel skills preferred.
• Previous experience as a Commercial Services Specialist strongly preferred.

Responsibilities

• Champions post-sale activities related to in-lane, online and private sales nationally.
• Serves as the main liaison for internal and assigned external clients, auction Account Administrators, and other stakeholders.
• Oversees account relationships through shared email accounts, Teams channels, and phone queues.
• Demonstrates proficiency in understanding and applying Standard Operating Procedures (SOPs) within the account knowledge base for assigned low touch, less complex client accounts.
• Ensures efficient resolution of client needs and provides quality client service utilizing an inbound phone queue.
• Collaborates and communicates with various internal and external clients to effectively facilitate resolution of cases.
• Identifies and escalates more complex issues to Sr. Client Services Specialist and COAST/IBM/DSQWAT teams.
• Partners with the Client Services Specialist I to provide responsive client support for escalated DealShield/title transactions.
• Maintains proactive communication by following up regularly with clients, auction locations, and administrators on each case or outstanding issue.
• Efficiently manages transaction processing by generating, verifying, and transmitting sale information for low touch clients operating nationwide.
• Oversees Private Store transactions, monitors online notifications, and ensures comprehensive documentation for all transactions.
• Conducts comprehensive audits across 74+ auction locations and the Posting and Procurement department to guarantee fee accuracy on nationwide sold transaction records for assigned client accounts.
• Calculates and posts promotional expenses for both buyer and seller sides and submits payment requests.
• Effectively overrides Oracle holds for approved payment requests, ensuring adherence to internal control audit standards.
• Ensures meticulous documentation and reporting by establishing and maintaining essential documents for electronic vehicle jackets and sale files.
• Documents audit discrepancies to identify performance and system issue trends.
• Creates and maintains Standard Operating Procedures (SOPs) and other necessary documents for daily tasks and operations.
• Ensures that appropriate records, required reports and related administrative functions are accurate and up to date.
• Prepares, reviews, balances and finalizes all required client and internal post-sale reports using the necessary reporting tools and systems.
• Represents Dealer Sales online activity for the Private Store sales.
• Educates and influences Private Store clients on Online Vehicle Exchange, Manheim.com and on other Manheim services & products.
• Submits Service Station tickets to resolve transaction, payment, posting, reporting issues or inquiries.
• Performs related duties as assigned by the supervisor.
• Ability to perform repetitive data entry tasks with manual dexterity.

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.
• health care insurance (medical, dental, vision)
• retirement planning (401(k))
• 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
• Number of Employees: 501-1,000 employees