Commercial Services Sr Specialist (Manheim)

Cox Enterprises • Remote - Georgia, GA

3d • $22 - $33 • Hybrid

About The Position

As a pivotal point of contact for high-touch, complex commercial clients nationwide, this role oversees post-sale operations, manages relationships with various stakeholders, and serves as a liaison for effective communication. The position involves troubleshooting escalated client issues, processing commercial sales and payments, and ensuring timely and accurate completion of tasks to meet contractual timeframes. Additionally, the Sr. Commercial Services Specialist contributes to the division's growth by promoting services and plays a crucial role in onboarding new commercial accounts while providing training for lower-level Commercial Services Specialists.

Requirements

• High School Diploma/GED and 5 years’ experience in a related field.
• OR any level degree/certification beyond a HS diploma/GED in a related discipline and 3 years’ experience;
• OR 7 years’ experience in a related field
• Strong professional verbal and written skills.
• Ability to build strong business relationships.
• Strong problem solving and de-escalation skills.
• Strong organizational skills.
• Previous experience training and coaching peers in the workplace is highly preferred.
• Strong knowledge of Salesforce, AS400, Workbench and basic (data entry, filtering, sorting, etc.) Excel skills preferred
• Previous experience as a Commercial Services Specialist preferred.
• 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

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, while also overseeing account relationships through shared email accounts, Teams channels, and phone queues.
• Demonstrate Subject Matter Expert (SME) level proficiency in understanding and applying Standard Operating Procedures (SOPs) within the account knowledge base for high touch, complex client accounts, ensuring efficient resolution of client needs and providing quality client service utilizing an inbound phone queue.
• Collaborate and communicate with various internal and external clients, including but not limited to less knowledgeable Commercial Services Specialists, 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.
• Serves as the 1st tier escalation point for more complex issues and liaisons with the COAST/IBM/DSQWAT teams to solution for issues that impeded meeting client SLA’s. Includes items such as fee discrepancies, payment reversals, report errors, etc. Assists internal teams with project testing.
• Partner with less senior Client Services Specialists 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. Maintain proactive communication by following up regularly with clients, auction locations, and administrators on each case or outstanding issue.
• Efficiently manage transaction processing by generating, verifying, and transmitting sale information for high touch, more complex client accounts operating nationwide across 74+ auction locations, 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 high touch, more complex 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.
• Ensure 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. Prepare, review, balance and finalize 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.
• Works with Commercial clients on presale activities and is a point of contact.
• Skilled in processing all client accounts to their nationwide SLA and can fill in for other admins in their absence.
• Identifies problems and initiates solutions that increase the performance of the entire admin team.
• Trains new team members on account specific processes. Works with little supervision and provides support and guidance to team members in the manager's absence.
• Collaborates across business units to ensure new client onboarding is successful and current clients’ needs are met.
• Collaborate with auction locations and the accounting team to ensure accurate vehicle recon charges and update sale information, reconcile reports, and generate various sales-related reports.
• Handle paperwork related to client procedures, rates, and charges, maintaining and updating sale documents. Communicate with accounting, Online, and Operation teams to resolve issues, respond to customer inquiries, and provide quality service. Call upstream buyers post-sale for customer service and trend analysis.

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)

What This Job Offers

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