Commercial Services Sr Specialist (Manheim)

Company Cox Automotive - USA Job Family Group Vehicle Operations Job Profile Commercial Services Sr Specialist Management Level Individual Contributor Flexible Work Option Hybrid - Ability to work remotely part of the week Travel % No Work Shift Day Compensation Hourly base pay rate is $22.02 - $33.08/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: As a pivotal point of contact for high-touch, complex commercial clients nationwide, this role oversees post-sale operations, manages relationships with various stakeholders, and serves as a liaison for effective communication. The position involves troubleshooting escalated client issues, processing commercial sales and payments, and ensuring timely and accurate completion of tasks to meet contractual timeframes. Additionally, the Sr. Commercial Services Specialist contributes to the division's growth by promoting services and plays a crucial role in onboarding new commercial accounts while providing training for lower-level Commercial Services Specialists. Primary Duties / Key Responsibilities Champions post-sale activities related to in-lane, online and private sales nationally. Serves as the main liaison for internal and assigned external clients, auction Account Administrators, and other stakeholders, while also overseeing account relationships through shared email accounts, Teams channels, and phone queues. Demonstrate Subject Matter Expert (SME) level proficiency in understanding and applying Standard Operating Procedures (SOPs) within the account knowledge base for high touch, complex client accounts, ensuring efficient resolution of client needs and providing quality client service utilizing an inbound phone queue. Collaborate and communicate with various internal and external clients, including but not limited to 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 to effectively facilitate resolution of cases with incomplete work, posting discrepancies, payment reversals or on cases that involve a high-risk client. Serves as the 1st tier escalation point for more complex issues and liaisons with the COAST/IBM/DSQWAT teams to solution for issues that impeded meeting client SLA's. Includes items such as fee discrepancies, payment reversals, report errors, etc. Assists internal teams with project testing. Partner with less senior Client Services Specialists to provide responsive client support for escalated DealShield/title transactions, ensuring quality service and issue resolution, while efficiently cross-referencing tools to research sale transaction and title location records. 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 operating nationwide across 74+ auction locations, while overseeing Private Store transactions, monitoring online notifications, and ensuring comprehensive documentation for all transactions. Conducts comprehensive audits across 74+ auction locations and the Posting and Procurement department to guarantee fee accuracy on nationwide sold transaction records for assigned high touch, more complex client accounts. Calculates and posts promotional expenses for both buyer and seller sides and submits payment requests. Effectively overrides Oracle holds for approved payment requests, ensuring adherence to internal control audit standards. Ensure meticulous documentation and reporting by establishing and maintaining essential documents for electronic vehicle jackets and sale files, documenting audit discrepancies to identify performance and system issue trends and creating and maintaining Standard Operating Procedures (SOPs) and other necessary documents for daily tasks and operations. Ensures that appropriate records, required reports and related administrative functions are accurate and up to date. Prepare, review, balance and finalize all required client and internal post-sale reports using the necessary reporting tools and systems. Represents Dealer Sales online activity for the Private Store sales. Educates and influences Private Store clients on Online Vehicle Exchange, Manheim.com and on other Manheim services & products. Works with Commercial clients on presale activities and is a point of contact. Skilled in processing all client accounts to their nationwide SLA and can fill in for other admins in their absence. Identifies problems and initiates solutions that increase the performance of the entire admin team. Trains new team members on account specific processes. Works with little supervision and provides support and guidance to team members in the manager's absence. Collaborates across business units to ensure new client onboarding is successful and current clients’ needs are met. Collaborate with auction locations and the accounting team to ensure accurate vehicle recon charges and update sale information, reconcile reports, and generate various sales-related reports. Handle paperwork related to client procedures, rates, and charges, maintaining and updating sale documents. Communicate with accounting, Online, and Operation teams to resolve issues, respond to customer inquiries, and provide quality service. Call upstream buyers post-sale for customer service and trend analysis. Qualifications Minimum: High School Diploma/GED and 5 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 and 3 years’ experience; OR 7 years’ experience in a related field Bachelor’s degree in a related discipline preferred. Strong professional verbal and written skills. Ability to build strong business relationships. Strong problem solving and de-escalation skills. Strong organizational skills. Previous experience training and coaching peers in the workplace is highly preferred. Strong knowledge of Salesforce, AS400, Workbench and basic (data entry, filtering, sorting, etc.) Excel skills preferred. Previous experience as a Commercial Services Specialist preferred. This is hybrid role with up to 3 days per week in office and candidates must reside within driving distance of one of our Manheim locations. 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. 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). 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. 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. Equal Employment Opportunity 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. #J-18808-Ljbffr CAI Cox Automotive Corp Svcs., LLC