Commercial Services Specialist II; Manheim

Commercial Services Specialist II

Company:
Cox Automotive - USA
Job Family:
Group Vehicle Operations
Job Profile:
Commercial Services Specialist II
Management Level: Individual Contributor
Work Arrangement:
Hybrid – Ability to work remotely part of the week
Travel:
None
Compensation:
Hourly base pay rate is $20.10 - $30.10/hr

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.

• 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.
• Collaborates and communicates with internal and external clients including auction locations, accounts payable, accounts receivable, arbitration, cash apps, credit & collections, Deal shield, floorplan, mechanic shops, technology, title and OVE/Private Store teams to facilitate resolution of cases with incomplete work, posting discrepancies, payment reversals or high‑risk client situations.
• Identifies and escalates more complex issues to Sr. Client Services Specialist and COAST/IBM/DSQWAT teams to find solutions that prevent missed client SLA’s.
• Partners with the Client Services Specialist I to provide responsive client support for escalated Deal Shield/title transactions, ensuring quality service and issue resolution.
• 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 nationwide, while overseeing Private Store transactions and monitoring online notifications.
• Conducts comprehensive audits across 74+ auction locations and the Posting and Procurement department to guarantee fee accuracy on nationwide sold transaction records.
• 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.
• Prepares, reviews, balances and finalizes 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 other Manheim services & products.
• Submits Service Station tickets to resolve transaction, payment, posting, reporting issues or inquiries.
• Creates and maintains SOPs and other documents required to perform daily tasks and operations.
• Performs related duties as assigned by the supervisor.

• Minimum:
  High School Diploma/GED and 3 years’ experience. Alternative combinations may include a bachelor’s degree or more than 5 years of experience in a related field.
• Bachelor’s degree in a related discipline preferred.
• Strong verbal and written communication skills required.
• Ability to build and maintain strong business relationships.
• Prob…