Dealer Services Specialist II

Job Title: Dealer Services Specialist II

Job Summary: We are seeking a highly motivated and customer-focused Dealer Services Specialist II to join our team. This role will work closely with customers and location operational groups to ensure a smooth sale process, both operationally and administratively. The ideal candidate will promote and educate customers on various products and services provided by Manheim.

Key Responsibilities:

• Represent the Dealer Sales Lane at the location on sale days, promoting services such as Manheim Certified, accepting and soliciting reserve numbers from Dealers, assigning run numbers, rep vehicles on the block, working IF counter/deals, up-selling products and services, etc.
• Work with lane, department managers, market sales team, and other coordinators to ensure each vehicle crosses the auction block on sale day and/or is posted on OVE; also responsible for ensuring vehicles are re-ran if needed.
• Work directly with customer onsite, via email & phone to ensure expectations are met and service issues are resolved.
• Champion all sale day preparations (pre/post activities) related to in-lane and online sales
• Demonstrate professionalism and sincere appreciation for the business relationships that have been established amongst the dealers and Manheim.
• Investigate, troubleshoot, and resolve customer problems and issues; serve as a liaison between customers, sales teams, and location personnel to reconcile problems and to maintain a prominent level of customer service.
• Assist with customer care issues and respond to dealer inquiries, problems, or concerns in a professional manner and escalate, as necessary.
• Educate customers on Online Vehicle Exchange, Simulcast, Manheim.com and on other Manheim services & products. Assist and train as needed.
• Provide consultation to customers regarding setting of floor prices prior to every sale and educate dealers if needed to MMR.
• 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 AutoTrader/others and vehicles with condition reports.
• Solicit inventory and offer additional services to all buyers (PSIs, recon, CRs).
• Identify sold units and facilitate transactions through completion to include but not limited to the following:
• Monitor notifications generated online (e.g., purchase confirmation).
• Confirm availability and location of vehicle (and title) at the time of sale.
• Generate and maintain required documentation for all transactions (e.g., Auction Bill of Sale, Gate Release).
• Work with 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
• Review 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).
• Coordinate 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.).
• Contact 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.
• 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.

Qualifications:

• 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 OR 5 years' experience in a related field.
• Previous experience in sales support role desired.
• Effective communication (written and verbal) and interpersonal skills.
• Ability to work in a high performance, fast-paced team environment.
• Solid computer skills, including ability to use Internet and MS Office effectively.
• Excellent customer service and problem-solving skills.
• Safe drivers needed; valid driver's license required.
• Regularly required to stand, walk, reach, talk and hear. Frequently required to stoop, kneel, crouch, bend, squat and climb.

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, and parental leave.