Dealer Services Specialist II - Manheim Wilmington

Company Cox Automotive - USA Job Family Group Vehicle Operations Job Profile Dealer Services Specialist II Management Level Individual Contributor Flexible Work Option No remote option; must work at a specified Cox location Travel % Yes, 5% of the time Work Shift Day Compensation Hourly base pay rate is $20.10 - $30.10/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.

Job Description The Dealer Services Specialist II is a hybrid-role working with both dealer and commercial clients. This role plays a pivotal role in building and maintaining client relationships, offering tailored solutions and proactive support, in collaboration with the national sales team, auction representatives, and stakeholders for clients in the assigned market center. Serving as sales agents, they provide consultative support to enhance sales performance and foster productive communication with dealers and commercial clients. The ideal candidate thrives in a fast-paced environment and has strong organizational and problem-solving skills, as well as the ability to deliver exceptional customer service through various communication channels. This position may require occasional travel within the market center.

Primary Duties/Key Responsibilities

• Cultivate and nurture strong relationships with clients through proactive engagement, personalized communication, and tailored solutions to meet their needs. Utilize industry insights and product knowledge to provide valuable guidance and recommendations, demonstrating a commitment to client satisfaction and long-term partnerships.
• Partner closely with outside sales teams to ensure a unified approach in serving clients, enhancing their experience through seamless coordination and alignment of strategies.
• 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.
• Act as a liaison between clients and internal departments, demonstrating responsiveness, follow-through, autonomous problem solving and ownership in resolving issues from start to finish. Effectively coordinates efforts to address client needs and exceed expectations, showcasing versatility and adaptability in handling diverse tasks to ensure client satisfaction.
• Serves as a sales agent for assigned accounts at a physical site location or within a market center, engages with clients to understand their specific business needs and challenges, provides consultative support and strategic recommendations tailored to improve sales performance.
• Utilizing a consultative approach, foster constructive dialogue with dealers on their sales performance, employing de-escalation methods to facilitate productive conversations, while leveraging industry and sales trends as well as vehicle valuation data to provide strategic recommendations aimed at enhancing efficiency and effectiveness in their sales tactics.
• Assist with customer care issues and responds 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.
• Coordinate sale vehicle run processes, monitor auctions, and maintain direct client communication for assigned clients in the location or market center. Ensure efficient coordination and timely completion by liaising between clients and departments throughout the auction to drive pre-sale processes, repairs/enhancements with recon shops, determine run order, etc. utilizing the data available through various software systems.
• Empower clients through personalized coaching sessions to adeptly utilize our suite of tools, ensuring optimal effectiveness and satisfaction in their experience. Additionally, educate clients on marketplace policies to ensure compliance and maximize their success within the platform.
• Leverage vehicle valuation and sales trend data to facilitate successful transactions between buyers and sellers, driving sales closure.
• Examine 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.
• 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.
• Educate clients on auction processes and upsells Manheim/CAI services (Condition Reports, OVE, Simulcast, KBB ICO, Manheim Mobile Inspections, Dealshield, etc.) based on client needs, ensuring understanding and realistic expectations.
• Demonstrate effective prioritization skills, professionalism in client relationships, and assist with customer care issues promptly and professionally.

Required Experience & Specialized Knowledge & Skills

• High School Diploma/GED and 3 years' experience in a related field. 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.
• Bachelor's degree in a related discipline preferred.
• Strong verbal and written skills required.
• Ability to build strong business relationships required.
• Problem solving and de-escalation skills required.
• Strong organizational skills required.
• Strong knowledge of Salesforce, AS400, Workbench and Excel preferred.
• Previous experience as a Dealer Services Specialist, Automotive Service Advisor, or Commercial Services Specialist preferred.

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.

Benefits

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, and parental leave.

About Us

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.

EOE, including disability/vets 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.

Cox brings together the world’s greatest minds to help breathe life into new possibilities – and drive innovation for a better future. That’s why we look for individuals who share our pioneering spirit, have imaginative ideas and are fearless when it comes to tackling the world’s biggest challenges. Our people love technology – and they love making a difference. They have a passion for finding new solutions and working with brilliant colleagues. Every day they dedicate themselves to a huge range of exciting projects, contributing to the Cox vision around the globe. From engineering new sustainability solutions that conserve water and energy to creating the infrastructure for the smart cities of tomorrow, there’s no challenge too great for our pioneers. And there’s no shortage of opportunities for you to make a difference. Come and experience the dynamic, collaborative and creative environments where your ideas are welcome and new discoveries are waiting. To help you grow to your full potential, we strive to support our employees in their career aspirations and promote the freedom to explore new horizons.