Commercial Services Lead Specialist (Manheim)

Company Cox Automotive - USA Job Overview As the lead point of contact for high‑touch, complex commercial clients nationwide, this role handles post‑sale operations, manages relationships with stakeholders, and serves as a liaison for effective communication. Responsibilities Serve as the escalation point of contact for complex, high‑touch client accounts. Champion post‑sale activities related to in‑lane, online and private sales nationally. Audit all charges posted by the auction administrators at 74+ locations and the Posting and Procurement department on all sold records to determine accuracy of the charges/fees. Calculate and post promotional expenses for both the buyer’s and seller’s sides of transactions and submit payment requests for all North America commercial sales. Override Oracle holds for auction approved payment requests and file requests in the corresponding electronic folder for the Internal Control audits. Generate buyer gate releases on web‑based tools when the vehicle is available for release by reviewing buyer’s risk class, payment status and vehicle availability. Collaborate with the Credit and Collection team to determine if a release is available for units over a certain amount or clients with a high‑risk class. Demonstrate SME level proficiency in understanding and applying Standard Operating Procedures (SOPs) within the account knowledge base for high‑touch, complex client accounts. Collaborate and communicate with various internal and external clients including less knowledgeable Commercial Services Specialists, auction locations, accounts payable, accounts receivable, arbitration, cash apps, credit & collections, Dealshield, floorplan, mechanic shops, technology, title and OVE/Private Store teams. Serve as the 2nd tier escalation point for more complex issues and liaise with Product teams to solve issues that impeded meeting client SLA’s. Work with the Product team to help develop new technology products such as the Sale Balancing tool and EVJ to enhance sale completion. Partner with less senior Client Services Specialists to provide responsive client support for escalated DealShield/title transactions. Maintain proactive communication by following up regularly with clients, auction locations, and administrators on each case or outstanding issue. Efficiently manage transaction processing by generating, verifying, and transmitting sale information for high‑touch, more complex client accounts nationwide. Oversee Private Store transactions, monitor online notifications, and ensure comprehensive documentation for all transactions. Conduct comprehensive audits across 74+ auction locations to guarantee fee accuracy on nationwide sold transaction records for assigned high‑touch accounts. Ensure meticulous documentation and reporting by establishing and maintaining essential documents for electronic vehicle jackets and sale files. Represent Dealer Sales online activity for the Private Store sales and educate on other Manheim services and products. Proactively identify and address challenges within the admin team, initiating solutions to enhance overall performance. Contribute valuable input for improvements, diagnostic tools, and process changes. Train new team members on account‑specific processes. Collaborate across business units to ensure new client onboarding is successful and current clients’ needs are met. Investigate any discrepancies in transmission errors with auction locations or client to ensure accurate sale files. Qualifications High School Diploma/GED and 7 years’ experience, or comparable combination with 5 years’ experience, or 9 years’ experience in a related field. Bachelor’s degree in a related discipline preferred. Strong professional verbal and written skills. Previous experience training and coaching others highly preferred. Knowledge of Microsoft Excel, Word, Outlook required. Auto‑IMS, Salesforce, and Vault skills preferred. Ability to work independently and complete assignments within prescribed routines. Ability to perform repetitive data entry tasks and manual dexterity. Regular, punctual attendance consistent with ADA, FMLA, and other federal, state and local standards. Benefits Employees are eligible for a minimum of sixteen hours of paid time off every month, seven paid holidays, and additional leave options such as bereavement, jury duty, volunteer, military and parental leave. Additional benefits may include health care insurance, 401(k) retirement planning and paid days off. Equal Employment Opportunity Cox Automotive is an Equal Employment Opportunity employer. All qualified applicants/employees will receive consideration for employment without regard to age, race, color, religion, national origin, sex, sexual orientation, gender identity, disability, veteran status, genetic information, 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 undue hardship. #J-18808-Ljbffr CAI Cox Automotive Corp Svcs., LLC