Commercial Services Specialist II; Manheim

Overview

As a Commercial Services Specialist II, this role plays a pivotal role as the primary point of contact for Manheim's low touch commercial clients' nationwide activities including administering post‑sale operations at physical auction locations, MyCentral online auctions, private store sites, and seller payments. Managing relationships with internal and external stakeholders nationwide, including 74+ auction locations, private store platforms, Business Operating Center, Finance, Operational Excellence, and Sales, this position serves as a liaison for effective communication between all parties.

The role involves basic troubleshooting and problem‑solving with clients, processing commercial sales and payments, and ensuring the timely and accurate completion of sales balancing, payment approvals, promotional fee posting, and client reports to meet or exceed contractual time frames. The Commercial Services Specialist II contributes to the growth and success of the Commercial Services division by promoting and educating clients on various services offered within Inventory Solutions.

• 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.
• Demonstrates 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.
• Collaborates and communicates with various internal and external clients, including but not limited to 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 cases that involve a high‑risk client.
• Identifies and escalates more complex issues to the Sr. Client Services Specialist and COAST/IBM/DSQWAT teams to find solutions for issues that impeded meeting client SLAs, including fee discrepancies, payment reversals, report errors, etc.
• Partners with the Client Services Specialist I 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. Maintains proactive communication by following up regularly with clients, auction locations, and administrators on each case or outstanding issue.
• Efficiently manages 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.
• Ensures 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 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. Prepares, reviews, balances and finalizes all required client and internal post‑sale reports using the necessary reporting tools and systems.
• Represents Dealer…