Supervisor, Dealer Services - Manheim Rome, GA

Cox Enterprises • Kingston, GA

1d • Onsite

About The Position

This position supervises and directs the daily functions of Dealer Services Department which is responsible for working 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. Assigns daily 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. 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 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. Assist manager in maintaining and developing assigned staff by recruiting, selecting, orienting, and training employees, and by providing educational opportunities. Counsel and discipline employees as necessary. Plan, monitor and evaluate job performance, and conduct 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.

Requirements

• High School Diploma/GED and 5 years’ experience in a related field.
• The right candidate could also have a different combination, such as a bachelor’s degree in a related discipline and 3 years’ experience in a related field; a master's degree and 1 year of experience; or a Ph.D. and up to 1 year of experience
• 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.

Nice To Haves

• Degree in Business Administration or equivalent preferred
• Experience in the Dealer or Commercial Services preferred.
• Experience coaching and leading others preferred.

Responsibilities

• Assigns daily 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.
• 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 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.
• 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.
• Assist manager in maintaining and developing assigned staff by recruiting, selecting, orienting, and training employees, and by providing educational opportunities.
• Counsel and discipline employees as necessary.
• Plan, monitor and evaluate job performance, and conduct 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
• Education Level: High school or GED
• Number of Employees: 501-1,000 employees