Supervisor, Dealer Services (Manheim Minneapolis)

Cox Communications • Maple Grove, MN

22h • Onsite

About The Position

This position supervises and directs the daily functions of the Dealer Services Department, which is responsible for working with Manheim customers and location operational groups to ensure that sales run smoothly both operationally and administratively. The position works closely with the 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. Assigns daily inside and outside support responsibilities to a team of Dealer Services Coordinators as appropriate for the location and ensures duties are effectively executed by the team. Ensures that the team represents the Dealer Sales Lane at the location on sale days — promotes services such as Manheim Certified, accepts 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 customers 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. Assists manager in addressing 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 the Field Sales Team and Major Accounts. Partners with managers from Operations, Recon, and other departments to address any issues related to the readiness of vehicles. Visibly demonstrates safety commitment by following all safety and health procedures and modeling the behaviors related to such. Works in cooperation with safety leadership in support of all safety activities aligned with Safety Excellence. Represents the perspective of Auction partners in the 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. Provides assistance and training in usage. Maintains 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. Assists manager in maintaining and developing assigned staff by recruiting, selecting, orienting, and training employees, and by providing educational opportunities. Counsels and disciplines employees as necessary. Plans, monitors and evaluates job performance, and conducts 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. Enforces all company policies and procedures related to employee and customer conduct. Partners 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.

Requirements

• High School Diploma/GED and 5 years’ experience in a related field.
• Customer service experience required.
• Ability to foster productive and professional internal and external business relationships required.
• Strong verbal and written communication skills required.
• Strong interpersonal skills required.
• Strong ability to problem solve and de-escalate heated situations required.
• Strong organizational skills required.
• Good computer software skills necessary.
• Must possess basic Microsoft Excel, Word, and Outlook skills.
• Ability to sit or stand for prolonged periods of time.
• Ability to perform repetitive data entry tasks, manual dexterity.
• Must clear a pre-employment drug test (marijuana drug test not administered for this position, but it is a drug-free workplace).

Nice To Haves

• Bachelor’s degree in a related discipline and 3 years’ experience in a related field.
• Master's degree and 1 year of experience.
• Ph.D. and up to 1 year of experience.
• Degree in Business Administration or equivalent preferred.
• Experience in the Dealer or Commercial Services preferred.
• Experience coaching and leading others preferred.

Responsibilities

• Supervises and directs the daily functions of the Dealer Services Department.
• Works with Manheim customers and location operational groups to ensure sales run smoothly.
• Works closely with General Sales Manager and Field Sales Team to ensure customer expectations are met or exceeded.
• Promotes and educates customers on Manheim products and services.
• Assigns daily inside and outside support responsibilities to Dealer Services Coordinators.
• Ensures team represents the Dealer Sales Lane on sale days, promoting services, accepting reserve numbers, assigning run numbers, repping vehicles, working the “IF” counter, and upselling products/services.
• Partners with department managers, market sales team, and other coordinators to ensure vehicles cross the auction block or are posted on OVE, and re-runs vehicles if needed.
• Works directly with customers onsite, via email & phone to ensure expectations are met and service issues are resolved.
• Sets an example of professionalism and appreciation for business relationships.
• Assists manager in addressing unethical behavior and/or failure to adhere to policies.
• Serves as the point person for resolution of customer issues in partnership with Field Sales Team and Major Accounts.
• Partners with managers from Operations, Recon, and other departments to address vehicle readiness issues.
• Demonstrates safety commitment by following safety and health procedures and modeling related behaviors.
• Represents Auction partners' perspective in the development of OVE.com, Simulcast and Manheim.com business practices, processes and policies.
• Leads customer education on Online Vehicle Exchange, Simulcast, Manheim.com, and other Manheim services, especially MMR.
• Provides assistance and training in usage of services.
• Maintains communication with other departments and management team.
• Assists manager in maintaining and developing assigned staff through recruiting, selecting, orienting, and training employees, and providing educational opportunities.
• Counsels and disciplines employees as necessary.
• Plans, monitors and evaluates job performance, and conducts performance appraisals.
• Leads the team by setting an example in behavior, championing Cox/Manheim values, and ensuring employees are treated with respect.
• Enforces all company policies and procedures related to employee and customer conduct.
• Partners with market level support teams (Finance, HR, MFS, Recon, Safety, Security, Sales) to ensure effective operational processes and high-quality customer service.
• Performs other duties as assigned.

Benefits

• Flexible vacation with pay as deemed consistent with duties, company needs, and obligations.
• Seven paid holidays throughout the calendar year.
• Up to 160 hours of paid wellness annually.
• 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)).

What This Job Offers

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