What are the responsibilities and job description for the Commercial Services Specialist II position at Cox Enterprises?
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, auction representatives, corporate Commercial Services post-sale team and various stakeholders.
Assist with customer care issues and respond to dealer and commercial client inquiries, problems, or concerns in a professional manner, escalating as necessary. Develop 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, follow account specific procedures to prepare sale vehicle run process including run order, scheduling, notice to customer account, reporting, etc.
Monitor vehicle sales processes, communicate with auctioneer in lane, department managers, national commercial sales teams, and other coordinators to ensure vehicles cross the auction block or are effectively re-run-on sale day.
Examine vehicles within the sales lineup, utilize Auto Check to verify that inventory meets necessary specifications, identify any missing vehicles, and collaborate with account representatives to ensure that vehicles are prepared for sale, complete with suitable imaging and announcements.
Coordinate vehicle transportation, ensuring timely delivery and resolution of emerging issues.
Review Condition Reports to capture required announcements (Structural, Flood, True Miles Unknown, AS IS – NAAA guidelines for miles and age), Branded Title, Manufacturer’s Buyback, etc.
Educate and upsell national clients on complementary company products and services to ensure client satisfaction. Works with other Manheim departments regarding post-sale activities, AR, and on other matters.
Generate file jackets for client audits containing condition reports and all invoices for performed work and transportation.
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.
May collaborate with Accounts Receivable department to send invoices as needed.
Demonstrate 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.
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