Dealer Services Specialist II - Manheim Chicago

Company

Cox Automotive - USA

Vehicle Operations

Dealer Services Specialist II

Individual Contributor

No remote option; must work at a specified Cox location

Yes, 5% of the time

Day

Hourly base pay rate is $21.54 - $32.31/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.

Represents the dealer sales lane at the location on sale days - promotes services such as Manheim certified, accept and solicits reserve numbers from dealers, up sells products and services, etc. Works with lane, department managers, market sales team, and other coordinators to ensure each vehicle crosses the auction block on sale day also responsible for ensuring vehicles are re‐ran if needed.

Works directly with customer onsite, via email & phone to ensure expectations are met and service issues are resolved.

• Champions all sale day preparations (pre/post activities) related to in‐lane and online sales.

• Demonstrates professionalism and sincere appreciation for the business relationships that have been established amongst the dealers and Manheim.

• Investigates, troubleshoots, and resolves customer problems and issues; serves as a liaison between customers, sales teams, and location personnel to reconcile problems and to maintain a high level of customer service.

• Assist with customer care issues and respond to dealer inquiries, problems, or concerns in a professional manner and elevate as necessary.

• Educate customers on Online Vehicle Exchange, Simulcast, , and on other Manheim services & products. Provide assistance and training in usage.

• Provide consultation to customers regarding the setting of floor prices prior to every sale and educate dealers if needed to MMR. This will guarantee the success of a dealer’s in-lane and online offerings and ensure Manheim sets realistic dealer expectations on selling cars.

• Develop and strengthen relationships with dealers over the phone, online, and at the Auction through planned contact and meetings, as well as feedback sessions regarding Auction and online use and services.

• Serve as initial contact for buyers and sellers.

• Maximize the number of transactions on OVE. Promote all listings onsite and offsite.

• Load inventory for dealers, including no sales, transfer inventory from Auto Trader/others, and vehicles with condition reports.

• Solicit inventory and offer additional services to all buyers (PSIs, recon, CRs)

• Work with the manager to ensure a consistent and effective online and in-lane customer experience, appropriate transaction processing, high customer satisfaction, and service levels.

• Walk vehicles for/with account representative and make recommendations for reconditioning to increase vehicle value.

• Reviews vehicles in sales line‐up, locate missing vehicles, and works with customers and operations to ensure vehicles are prepared for sale (i.e., approval for repairs, frame checks, mileage and VIN check).

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Coordinates with Recon shops to ensure that repairs are completed in a timely manner

• Works closely with vehicle check‐in and lot operations to ensure all work is completed on dealer vehicles (i.e., recon, inspections, details, etc.).

• Contacts inside support if units are pulled from the sale or online for work not being completed or mechanical issues so this can be communicated to the customer.

• Work with lot operations and quadrant coordinators to ensure appropriate scanning and organization of account vehicles.

• Review vehicles in sale lineup, locate missing vehicles and work with account representatives to ensure vehicles are ready for sale.

• Visibly demonstrate safety commitment by following all safety and health procedures and modeling the behaviors related to such. Actively participate in support of all safety activities aligned with Safety Excellence.

• Perform other duties as assigned by management.

• 4 years…