This role serves as a key point of contact for resolution of client issues, in collaboration with the national sales team, auction representatives, and stakeholders for clients in the assigned market center, auction or on CA - Is digital platforms. The Commercial Services Specialist II demonstrates effective prioritization skills, professionalism in client relationships, and assists with customer care issues promptly and professionally. This is a critical role managing client services, where a s... more details
Company
Cox Automotive - USA
Vehicle Operations
Commercial Services Specialist II
Individual Contributor
No remote option; must work at a specified Cox location
No
Day
Compensation
Hourly base pay rate is $19.13 - $28.65/hour. The hourly base rate may vary within the anticipated range based on factors such as the ultimate location of the position and the selected candidate’s knowledge, skills, and abilities. Position may be eligible for additional compensation that may include commission (annual, monthly, etc.) and/or an incentive program.
This role serves as a key point of contact for resolution of client issues, in collaboration with the national sales team, auction representatives, and stakeholders for clients in the assigned market center, auction or on CAIs digital platforms. The Commercial Services Specialist II demonstrates effective prioritization skills, professionalism in client relationships, and assists with customer care issues promptly and professionally. This is a critical role managing client services, where a single mistake could potentially result in a substantial financial withdrawal from the business, underscoring the pivotal importance of accountability and excellence in customer interactions.
PRIMARY DUTIES/KEY RESPONSIBILITES:
- Coordinating sale vehicle run processes, monitoring auctions, and maintaining direct communication with clients to ensure their expectations are met while navigating complex communication rules and rigorous audit criteria.
- Building positive relationships with clients, the specialist examines vehicles in the sales lineup, coordinates transportation, and reviews Condition Reports to capture required announcements.
- Educating clients on auction processes and complementary company products, upselling Manheim/CAI services based on client needs, generating file jackets for client audits and coordinating redemptions with consumers.
- Primary point of contact for resolving client issues for accounts ranging from simple to highly complex, broad scope accounts, collaborating with the national sales team, physical site representatives, corporate Commercial Services post-sale team, Arbitrators and various stakeholders.
- Assists with customer care issues and respond to dealer and commercial client inquiries, problems, or concerns in a professional manner, escalating as necessary. Develops a positive relationship with assigned clients, seeking to understand their vehicle requirements and helping them understand auction processes, vehicle availability and processes for sale, preparation, and delivery.
- In coordination with national account representative, follows account specific procedures to prepare and audit sale vehicle run process including managing run order, scheduling, providing notice to customer account, vehicle repairs, accurate charge posting (pre-sale and limited post-sale), reporting, invoicing, etc.
- Monitors vehicle sales processes and liaise with auctioneers in lane, department managers, national commercial sales teams, mechanic shops, and operations to ensure efficient vehicle preparation and auction block representation to include both initial runs and re-runs on sale day.
- Examines vehicles within the sales lineup, utilizing Auto Check to verify that inventory meets necessary specifications, identifying any missing vehicles, and collaborating with account representatives to ensure that vehicles are prepared for sale, complete with suitable imaging and announcements.
- Coordinates vehicle transportation, ensuring timely delivery and resolution of emerging issues.
- Reviews Condition Reports to capture required announcements (Structural, Flood, True Miles Unknown, AS IS – NAAA guidelines for miles and age), Branded Title, Manufacturer’s Buyback, etc.
- Educates and upsells national clients on complementary company products and services to ensure client satisfaction.
- Works with other Manheim departments regarding post-sale activities, AR, and on other matters.
- Generates file jackets for client audits containing condition reports and all invoices for performed work and transportation.
- Responsible for efficiently coordinating redemptions, involving scheduling with consumers for vehicle pickup, facilitating payments, and ensuring proper documentation, all while delivering exceptional customer service and resolving issues with professionalism.
- Serves as a liaison between clients and the Title Shared Services Center (TSSC) to ensure timely receipt of negotiable titles.
- Collaborates with Accounts Receivable department to post accurate charges; process and send invoices as needed; and actively pursue collections.
- Demonstrates effective prioritization skills by understanding the role of assigned tasks within the comprehensive lifecycle of auctioned cars.
- Demonstrates professionalism and sincere appreciation for the business relationships that have been established amongst the client and Manheim.
Qualifications:
Minimum-
- High School Diploma/GED and 3 years’ experience in a related field.
- OR the right candidate could also have a different combination, such as 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 skills required.
- Ability to build strong business relationships required.
- Problem solving and de-escalation skills required.
- Strong organizational skills required.
- Vision abilities required include close, distance and depth perception.
- Bending and light lifting 10 lbs. or less required.
- Sitting and standing for extended periods of time.
Preferred-
- Bachelor’s degree in a related discipline preferred.
- Strong knowledge of Salesforce, AS400, Workbench and Excel preferred.
- Previous experience as a Commercial Services Specialist preferred
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.
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, parental leave, and COVID-19 vaccination leave.
Through groundbreaking technology and a commitment to stellar experiences for drivers and dealers alike, Cox Automotive employees are transforming the way the world buys, owns, sells – or simply uses – cars. Cox Automotive employees get to work on iconic consumer brands like Autotrader and Kelley Blue Book and industry-leading dealer-facing companies like vAuto and Manheim, all while enjoying the people-centered atmosphere that is central to our life at Cox. 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). For more details on what benefits you may be offered, visit our benefits page. Cox is an Equal Employment Opportunity employer – All qualified applicants/employees will receive consideration for employment without regard to that individual’s age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law. Cox provides reasonable accommodations when requested by a qualified applicant or employee with disability, unless such accommodations would cause an undue hardship.
