Commercial Services Specialist II (Manheim)

• 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 proficiency in understanding and applying Standard Operating Procedures (SOPs) within the account knowledge base for assigned low touch, less 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 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.
• Identify and escalate more complex issues to Sr. Client Services Specialist and 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.
• Partner with the Client Services Specialist I 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 low touch clients operating nationwide, 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 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.
• Submit Service Station tickets to resolve transaction, payment, posting, reporting issues or inquiries.
• Create and maintain SOPs, and other documents required to perform daily tasks and operations.
• Perform related duties as assigned by the supervisor.
• Ability to perform repetitive data entry tasks with manual dexterity.

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.
• Ability to work in a fast-paced environment, receptive to change and able to multitask.
• Prior clerical or administrative experience required.
• Proficient in Microsoft Excel required.
• Commitment to providing excellent customer service required.
• Must be able to operate adding machines and other office equipment (i.e., copier, fax machine, etc.).
• Ability to sit or stand for prolonged periods of time.
• Communications and Organizational skills required

USD 22.07 - 33.13 per hour

Compensation:

Hourly pay rate is in the range of $22.07 - $33.13/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.

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.

Applicants must currently be authorized to work in the United States for any employer without current or future sponsorship.

EOE, including disability/vets