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 time frames. 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.

• 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, Deal shield, 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 Deal Shield/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,  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…