Commercial Services Specialist

This role serves as a key point of contact for resolution of client issues, in collaboration with the national sales team, auction representatives, and stakeholders for clients in the assigned market center, auction or on CAIs digital platforms.

• Responsible for managing the redemption office and promptly escalating high-level issues to management when local solutions are not feasible.
• 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.
• Receiving and processing payments, including money orders and cashier’s checks.
• The ability to operate jump boxes and tire air compression pumps.
• Capability to perform effectively in various weather conditions, both indoors and outdoors.
• Collaborates with Accounts Receivable department to post accurate charges; process and send invoices as needed; and actively pursue collections.
• Demonstrates effective prioritization skills by understanding the role of assigned tasks within the comprehensive lifecycle of auctioned cars.
• Demonstrates professionalism and sincere appreciation for the business relationships that have been established amongst the client and Manheim.
• In coordination with other team members, and key stakeholders, follow account specific procedures to prepare and audit sale vehicle run process including managing run order, scheduling, providing notice to customer account, vehicle repairs, accurate charge posting (pre-sale and limited post-sale), reporting, invoicing, etc.
• Works with other Manheim departments regarding post-sale activities, AR, and on other matters.
• Generates file jackets for client audits containing condition reports and all invoices for performed work and transportation.
• Coordinating sale vehicle run processes, monitoring auctions, and maintaining direct communication with clients to ensure their expectations are met while navigating complex communication rules and rigorous audit criteria.
• Building positive relationships with clients, the specialist examines vehicles in the sales lineup, picture review and audit, coordinates transportation, and reviews Condition Reports to capture required announcements.
• Additionally, the role involves educating clients on auction processes and complementary company products, upselling Manheim/CAI a single mistake could potentially result in a substantial financial withdrawal from the business, underscoring the services based on client needs, generating file jackets for client audits and coordinating redemptions with consumers.
• The Commercial Services Specialist I demonstrates effective prioritization skills, professionalism in client relationships, and assists with customer care issues promptly and professionally.
• This is a critical role managing client services, where pivotal importance of accountability and excellence in customer interactions.

• High School Diploma/GED and 3 years' experience.
• 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.
• Strong verbal and written skills required.
• Ability to build strong business relationships required.
• Problem solving and de-escalation skills required.
• Strong organizational skills required.

• Knowledge of Salesforce, AS400, Workbench and Excel