Dealer Services Specialist II - Manheim Chicago

Represents the dealer sales lane at the location on sale days – promotes services such as Manheim certified, accepts and solicits reserve numbers from dealers, upsells 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 customers 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 maintain a high level of customer service.
• Assists with customer care issues and responds to dealer inquiries, problems, or concerns in a professional manner and escalates as necessary.
• Educates customers on Online Vehicle Exchange, Simulcast, , and other Manheim services & products. Provides assistance and training in usage.
• Provides consultation to customers regarding the setting of floor prices prior to every sale and educates dealers if needed to MMR, guaranteeing the success of a dealer's in‑lane and online offerings and ensuring Manheim sets realistic dealer expectations on selling cars.
• Develops and strengthens 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.
• Serves as initial contact for buyers and sellers.
• Maximizes the number of transactions on OVE. Promotes all listings onsite and off‑site.
• Loads inventory for dealers, including no‑sales, transfers inventory from Auto Trader/others, and vehicles with condition reports.
• Solicits inventory and offers additional services to all buyers (PSIs, recon, CRs).
• Works with the manager to ensure a consistent and effective online and in‑lane customer experience, appropriate transaction processing, high customer satisfaction, and service levels.
• Walks vehicles for/with account representative and makes recommendations for reconditioning to increase vehicle value.
• Reviews vehicles in sales line‑up, locates missing vehicles, and works with customers and operations to ensure that vehicles are prepared for sale (i.e., approval for repairs, frame checks, mileage, and VIN check).
• Coordinates with Recon shops to ensure 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.
• Works with lot operations and quadrant coordinators to ensure appropriate scanning and organization of account vehicles.
• Reviews vehicles in sale lineup, locates missing vehicles and works with account representatives to ensure vehicles are ready for sale.
• Visibly demonstrates safety commitment by following all safety and health procedures and modeling the behaviors related to such. Actively participates in support of all safety activities aligned with Safety Excellence.
• Performs other duties as assigned by management.

• 4 years of experience in a related field (e.g., Customer Service Industry, Auction Experience, Working with Car Dealerships, Sales/Service); or a high school diploma/GED with 3 years of experience in a related field; or an AS/AA degree, BS/BA degree or certification in a related discipline.
• Safe drivers needed; valid driver's license required.
• Effective communication (written and verbal) and interpersonal skills required.
• Ability to work in a high-performance, fast‑paced team environment.
• Solid computer skills, including the ability to use the Internet and MS Office effectively.
• Ability to adapt to and work…