Commercial Services Specialist Ii

1 month ago

Elkridge, United States Cox Automotive Full time

This role serves as a key point of contact for resolution of client issues, in collaboration with the national sales team, auction representatives, and stakeholders for clients in the assigned market center, auction or on CAIs digital platforms. The Commercial Services Specialist II demonstrates effective prioritization skills, professionalism in client relationships, and assists with customer care issues promptly and professionally. You will be the point person for our redemptions office and assisting our clients customers in getting their vehicles/personal property back.

**PRIMARY DUTIES/KEY RESPONSIBILITES:
- Responsible for efficiently coordinating redemptions, involving scheduling with consumers for vehicle pickup, facilitating payments, and ensuring proper documentation, all while delivering exceptional customer service and resolving issues with professionalism.
- Be the point person at our redemptions office to assist with any complaints and provide a smooth process or them to pickup their vehicle/personal property
- Coordinating sale vehicle run processes, monitoring auctions, and maintaining direct communication with clients to ensure their expectations are met while navigating complex communication rules and rigorous audit criteria.
- Building positive relationships with clients, the specialist examines vehicles in the sales lineup, coordinates transportation, and reviews Condition Reports to capture required announcements.
- Educating clients on auction processes and complementary company products, upselling Manheim/CAI services based on client needs, generating file jackets for client audits and coordinating redemptions with consumers.
- Primary point of contact for resolving client issues for accounts ranging from simple to highly complex, broad scope accounts, collaborating with the national sales team, physical site representatives, corporate Commercial Services post-sale team, Arbitrators and various stakeholders.
- Assists with customer care issues and respond to dealer and commercial client inquiries, problems, or concerns in a professional manner, escalating as necessary. Develops a positive relationship with assigned clients, seeking to understand their vehicle requirements and helping them understand auction processes, vehicle availability and processes for sale, preparation, and delivery.
- In coordination with national account representative, follows account specific procedures to prepare and audit sale vehicle run process including managing run order, scheduling, providing notice to customer account, vehicle repairs, accurate charge posting (pre-sale and limited post-sale), reporting, invoicing, etc.
- Monitors vehicle sales processes and liaise with auctioneers in lane, department managers, national commercial sales teams, mechanic shops, and operations to ensure efficient vehicle preparation and auction block representation to include both initial runs and re-runs on sale day.
- Examines vehicles within the sales lineup, utilizing Auto Check to verify that inventory meets necessary specifications, identifying any missing vehicles, and collaborating with account representatives to ensure that vehicles are prepared for sale, complete with suitable imaging and announcements.
- Coordinates vehicle transportation, ensuring timely delivery and resolution of emerging issues.
- Works with other Manheim departments regarding post-sale activities, AR, and on other matters.
- Generates file jackets for client audits containing condition reports and all invoices for performed work and transportation.
- Serves as a liaison between clients and the Title Shared Services Center (TSSC) to ensure timely receipt of negotiable titles.
- Collaborates with Accounts Receivable department to post accurate charges; process and send invoices as needed; and actively pursue collections.
- Demonstrates effective prioritization skills by understanding the role of assigned tasks within the comprehensive lifecycle of auctioned cars. Demonstrates professionalism and sincere appreciation for the business relationships that have been established amongst the client and Manheim.

**Qualifications**:
**Minimum
- **
- High School Diploma/GED and 3 years' experience in a related field.
- OR 5 years' experience in a related field
- Strong verbal and written skills required.
- Ability to build strong business relationships required.
- Problem solving and de-escalation skills required.
- Strong organizational skills required.
- Vision abilities required include close, distance and depth perception.
- Bending and light lifting 10 lbs. or less required. Sitting and standing for extended periods of time.

**Preferred
- **
- Bachelor's degree in a related discipline preferred.
- Strong knowledge of Salesforce, AS400, Workbench and Excel preferred. Previous experience as a Commercial Services Specialist preferred

USD 19.13 - 28.65 per hour

**Compensation**:
**Benefits**:
Employees are eligible to receive a minimum of sixteen

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