Commercial Services Specialist II (Manheim)

Job Description
Candidate can work/reside anywhere in the US as long as they are within driving distance of a Manheim Office and report at least 3 times a week.

• 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.
• Demonstrate 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.
• Collaborate and communicate with various internal and external clients, including but not limited to auction locations, accounts payable, accounts receivable, arbitration, cash apps, credit & collections, Dealshield, floorplan, mechanic shops, technology, title and OVE/Private Store teams to effectively facilitate resolution of cases with incomplete work, posting discrepancies, payment reversals or on cases that involve a high-risk client.
• Identify and escalate more complex issues to Sr. Client Services Specialist and COAST/IBM/DSQWAT teams to solution for issues that impeded meeting client SLA's. Includes items such as fee discrepancies, payment reversals, report errors, etc.
• Partner with the Client Services Specialist I to provide responsive client support for escalated DealShield/title transactions, ensuring quality service and issue resolution, while efficiently cross-referencing tools to research sale transaction and title location records. Maintain proactive communication by following up regularly with clients, auction locations, and administrators on each case or outstanding issue.
• Efficiently manage 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.
• Ensure 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 Standard Operating Procedures (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. Prepare, review, balance and finalize 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, Manheim.com and on other Manheim services & products.
• Submit Service Station tickets to resolve transaction, payment, posting, reporting issues or inquiries.
• Create and maintain SOPs, and other documents required to perform daily tasks and operations.
• Perform related duties as assigned by the supervisor.

• Qualifications:
  Minimum:
  
  • High School Diploma/GED and 3 years' experience in a related field.
  • OR the right candidate could also have a different combination, such as any level degree/certification beyond a HS diploma/GED in a related discipline and up to 1 year of experience;
  • OR 5 years' experience in a related field
  Preferred:
  • Bachelor's degree in a related discipline
  • Strong verbal and written communication skills
  • Ability to build and maintain strong business relationships
  • Problem solving and de-escalation skills
  • Strong organizational skills
  • Attention to detail
  • Basic computer literacy
  • Strong knowledge of Salesforce, AS400, Workbench and basic (data entry, filtering, sorting, etc.) Excel skills
  • Previous experience as a Commercial Services Specialist strongly preferred.
  • Ability to work independently to carry out assignments to completion within parameters of instructions given, prescribed routines, and standard accepted practices.
  • Ability to sit or stand for prolonged periods of time.
  • Ability to perform repetitive data entry tasks with manual dexterity.
  Work Environment:
  • This is a hybrid role; you must report to a Manheim office at least 3 times per week.

USD 19.18 - 28.80 per hour
Compensation:
Hourly base pay rate is $19.18 - $28.80/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.
Benefits:
Employees are eligible to receive a minimum of sixteen hours of paid time off every month and seven paid holidays throughout the calendar year. Employees are also eligible for additional paid time off in the form of bereavement leave, time off to vote, jury duty leave, volunteer time off, military leave, parental leave, and COVID-19 vaccination leave.
About Cox Automotive
At Cox Automotive, people of every background are driven by their passion for mobility, innovation and community. We transform the way the world buys, sells, owns and uses cars, accelerating the industry with global powerhouse brands like Autotrader, Kelley Blue Book, Manheim and more. What's more, we do it all with an emphasis on employee growth and happiness. Drive your future forward and join Cox Automotive today!
About Cox
Cox empowers employees to build a better future and has been doing so for over 120 years. With exciting investments and innovations across transportation, communications, cleantech and healthcare, our family of businesses - which includes Cox Automotive and Cox Communications - is forging a better future for us all. Ready to make your mark? Join us today!
Benefits of working at Cox may include health care insurance (medical, dental, vision), retirement planning (401(k)), and paid days off (sick leave, parental leave, flexible vacation/wellness days, and/or PTO). For more details on what benefits you may be offered, visit our benefits page .
Cox is an Equal Employment Opportunity employer - All qualified applicants/employees will receive consideration for employment without regard to that individual's age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law. Cox provides reasonable accommodations when requested by a qualified applicant or employee with disability, unless such accommodations would cause an undue hardship.
Statement to ALL Third-Party Agencies and Similar Organizations: Cox accepts resumes only from agencies with which we formally engage their services. Please do not forward resumes to our applicant tracking system, Cox employees, Cox hiring manager, or send to any Cox facility. Cox is not responsible for any fees or charges associated with unsolicited resumes.