Manager, Dealer Services (Manheim El Paso)

Cox Enterprises • El Paso, TX

4d • $74,000 - $111,000 • Onsite

About The Position

Job Description: The Dealer Services Manager leads a team of Dealer Services Coordinators (both inside and outside) who work with Manheim customers and location operational groups to ensure that the sales runs smoothly both operationally and administratively. The position works closely with General Sales Manager and Field Sales Team to ensure that customer expectations are met or exceeded. The position promotes and educates customers on the various products and services provided by Manheim.

Requirements

• Bachelor’s degree in a related discipline and 6 years’ experience in a related field. The right candidate could also have a different combination, such as a master's degree and 4 years’ experience; a Ph.D. and 1 year experience in a related field; or 10 years’ experience in a related field
• 1+ year of experience in management or lead role 1+ year of experience in management or lead role
• 2-4 years of customer service or sales support experience strongly preferred.
• Excellent leadership and supervisory skills.
• Strong customer service orientation.
• Excellent communication (written and verbal) and interpersonal skills required.
• Ability to work in a high performance, fast-paced team environment.
• Solid computer skills, including ability to use Internet and MS Office effectively.
• Ability to adapt to and work effectively within a constantly changing environment.
• Excellent customer service and problem solving skills.
• Ability to sit or stand for prolonged periods of time.
• Ability to perform repetitive tasks.
• Manual dexterity.
• Vision abilities required include close, distance and depth perception.
• RSCOX Drug Testing To be employed in this role, you’ll need to clear a pre-employment drug test. Cox Automotive does not currently administer a pre-employment drug test for marijuana for this position. However, we are a drug-free workplace, so the possession, use or being under the influence of drugs illegal under federal or state law during work hours, on company property and/or in company vehicles is prohibited.
• 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

• Bilingual (English/Spanish) preferred

Responsibilities

• Assigns inside and outside support responsibilities to team of Dealer Services Coordinators as appropriate for the location and ensures duties are effectively executed by team.
• Ensures that team represents the Dealer Sales Lane at the location on sale days —promotes services such as Manheim Certified, accept and solicits reserve numbers from Dealers, assigns run numbers, reps vehicles on the block, works “IF” counter, upsells products and services, etc.
• Partners with department managers, market sales team, and other coordinators to ensure each vehicle crosses the auction block on sale day and or is posted on OVE; also responsible for ensuring vehicles are re‐ran if needed.
• Works directly with customer onsite, via email & phone to ensure expectations are met and service issues are resolved.
• Sets an example of professionalism and sincere appreciation for the business relationships that have been established amongst the dealers and Manheim.
• Addresses any findings of unethical behavior and/or failure to adhere to the auction’s policies and procedures.
• Serves as the point person for resolution of customer issues at the location in partnership with Field Sales Team and Major Accounts.
• Partners with managers from Operations, Recon, and other departments to address any issues related to readiness of vehicles.
• Visibly demonstrate safety commitment by following all safety and health procedures and modeling the behaviors related to such. Work in cooperation with safety leadership in support of all safety activities aligned with Safety Excellence.
• Represent the perspective of Auction partners in development of OVE.com, Simulcast and Manheim.com business practices, processes and policies.
• Leads the education of customers on Online Vehicle Exchange, Simulcast, Manheim.com and on other Manheim services, especially MMR to ensure Manheim sets realistic dealer expectations on selling cars. Provide assistance and training in usage.
• Maintain communication with other departments and management team providing relevant information to coordinate activities of the department and ensure high quality of service to both internal and external customers.
• Support the development, deployment and maintenance of Department policies, practices and procedures. Train and ensure support staff is compliant with standard business practices in order to provide a consistent high quality facilitation services within the marketplace.
• Assist in development and reporting of accurate and efficient key business drivers as well as the review of Quality Assurance, Transactions, Service Levels, and other key department metrics for all online channels.
• Participate in operational process development and implementation of projects. Will require knowledge of auction operations, problem solving skills, leadership skills, effective meeting skills, ability to work in groups, and the ability to provide constructive feedback.
• Lead and work on strategic projects for the Operating Location for online transaction fulfillment.
• Visibly demonstrate safety commitment by following all safety and health procedures and modeling the behaviors related to such. Work in cooperation with safety leadership in support of all safety activities aligned with Safety Excellence.
• Review work volumes, plan and continuously monitor staffing levels to ensure efficiency, quality work product, and effective customer service; review departmental performance against key performance indicators and metrics and develop and execute strategies for improvement.
• Assist manager in counseling and disciplining employees, in evaluating employee job performance and conducting performance appraisals.
• Effectively leads the team at the location by setting an example in behavior, championing Cox/Manheim values and ensuring that all employees are treated with respect. Enforce all company policies and procedures related to employee and customer conduct.
• Partner with various market level support teams (i.e. Finance, HR, MFS, Recon, Safety, Security, Sales) to ensure effective and efficient operational processes that align with company objectives and strategies and high quality customer service and support.
• Performs other duties as assigned.

Benefits

• The Company offers eligible employees the flexibility to take as much vacation with pay as they deem consistent with their duties, the company’s needs, and its obligations; seven paid holidays throughout the calendar year; and up to 160 hours of paid wellness annually for their own wellness or that of family members.
• 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: Manager