Dealer Services Specialist II - Manheim Chicago
Cox, Matteson, Illinois, United States, 60443
Represents the dealer sales lane at the location on sale days – promotes services such as Manheim certified, accepts and solicits reserve numbers from dealers, upsells products and services, etc. Works with lane, department managers, market sales team, and other coordinators to ensure each vehicle crosses the auction block on sale day. Also responsible for ensuring vehicles are re‑ran if needed. Works directly with customers onsite, via email & phone to ensure expectations are met and service issues are resolved.
Responsibilities
Champions all sale day preparations (pre/post activities) related to in‑lane and online sales.
Demonstrates professionalism and sincere appreciation for the business relationships that have been established amongst the dealers and Manheim.
Investigates, troubleshoots, and resolves customer problems and issues; serves as a liaison between customers, sales teams, and location personnel to reconcile problems and maintain a high level of customer service.
Assists with customer care issues and responds to dealer inquiries, problems, or concerns in a professional manner and escalates as necessary.
Educates customers on Online Vehicle Exchange, Simulcast, Manheim.com, and other Manheim services & products. Provides assistance and training in usage.
Provides consultation to customers regarding the setting of floor prices prior to every sale and educates dealers if needed to MMR, guaranteeing the success of a dealer's in‑lane and online offerings and ensuring Manheim sets realistic dealer expectations on selling cars.
Develops and strengthens 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.
Serves as initial contact for buyers and sellers.
Maximizes the number of transactions on OVE. Promotes all listings onsite and off‑site.
Loads inventory for dealers, including no‑sales, transfers inventory from AutoTrader/others, and vehicles with condition reports.
Solicits inventory and offers additional services to all buyers (PSIs, recon, CRs).
Works with the manager to ensure a consistent and effective online and in‑lane customer experience, appropriate transaction processing, high customer satisfaction, and service levels.
Walks vehicles for/with account representative and makes recommendations for reconditioning to increase vehicle value.
Reviews 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).
Coordinates with Recon shops to ensure 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.).
Contacts 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.
Works with lot operations and quadrant coordinators to ensure appropriate scanning and organization of account vehicles.
Reviews vehicles in sale lineup, locates missing vehicles and works with account representatives to ensure vehicles are ready for sale.
Visibly demonstrates safety commitment by following all safety and health procedures and modeling the behaviors related to such. Actively participates in support of all safety activities aligned with Safety Excellence.
Performs other duties as assigned by management.
Qualifications Minimum
4 years of experience in a related field (e.g., Customer Service Industry, Auction Experience, Working with Car Dealerships, Sales/Service); or a high school diploma/GED with 3 years of experience in a related field; or an AS/AA degree, BS/BA degree or certification in a related discipline.
Safe drivers needed; valid driver's license required.
Effective communication (written and verbal) and interpersonal skills required.
Ability to work in a high-performance, fast‑paced team environment.
Solid computer skills, including the ability to use the Internet and MS Office effectively.
Ability to adapt to and work effectively within a constantly changing environment.
Excellent customer service and problem‑solving skills are required. Ability to sit or stand for prolonged periods of time.
Ability to perform repetitive tasks; manual dexterity.
Vision abilities required include close, distance, and depth perception.
Preferred
1–3 years of Auction experience or 2–4 years of dealership experience is strongly preferred.
Previous experience in sales support role desired.
RSCOX
Compensation USD 22.07 – 33.13 per hour
Hourly base pay rate is $22.07 – $33.13/hr. 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. The 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, and parental leave.
Applicants must currently be authorized to work in the United States for any employer without current or future sponsorship. No OPT, CPT, STEM/OPT or visa sponsorship now or in future.
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Responsibilities
Champions all sale day preparations (pre/post activities) related to in‑lane and online sales.
Demonstrates professionalism and sincere appreciation for the business relationships that have been established amongst the dealers and Manheim.
Investigates, troubleshoots, and resolves customer problems and issues; serves as a liaison between customers, sales teams, and location personnel to reconcile problems and maintain a high level of customer service.
Assists with customer care issues and responds to dealer inquiries, problems, or concerns in a professional manner and escalates as necessary.
Educates customers on Online Vehicle Exchange, Simulcast, Manheim.com, and other Manheim services & products. Provides assistance and training in usage.
Provides consultation to customers regarding the setting of floor prices prior to every sale and educates dealers if needed to MMR, guaranteeing the success of a dealer's in‑lane and online offerings and ensuring Manheim sets realistic dealer expectations on selling cars.
Develops and strengthens 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.
Serves as initial contact for buyers and sellers.
Maximizes the number of transactions on OVE. Promotes all listings onsite and off‑site.
Loads inventory for dealers, including no‑sales, transfers inventory from AutoTrader/others, and vehicles with condition reports.
Solicits inventory and offers additional services to all buyers (PSIs, recon, CRs).
Works with the manager to ensure a consistent and effective online and in‑lane customer experience, appropriate transaction processing, high customer satisfaction, and service levels.
Walks vehicles for/with account representative and makes recommendations for reconditioning to increase vehicle value.
Reviews 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).
Coordinates with Recon shops to ensure 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.).
Contacts 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.
Works with lot operations and quadrant coordinators to ensure appropriate scanning and organization of account vehicles.
Reviews vehicles in sale lineup, locates missing vehicles and works with account representatives to ensure vehicles are ready for sale.
Visibly demonstrates safety commitment by following all safety and health procedures and modeling the behaviors related to such. Actively participates in support of all safety activities aligned with Safety Excellence.
Performs other duties as assigned by management.
Qualifications Minimum
4 years of experience in a related field (e.g., Customer Service Industry, Auction Experience, Working with Car Dealerships, Sales/Service); or a high school diploma/GED with 3 years of experience in a related field; or an AS/AA degree, BS/BA degree or certification in a related discipline.
Safe drivers needed; valid driver's license required.
Effective communication (written and verbal) and interpersonal skills required.
Ability to work in a high-performance, fast‑paced team environment.
Solid computer skills, including the ability to use the Internet and MS Office effectively.
Ability to adapt to and work effectively within a constantly changing environment.
Excellent customer service and problem‑solving skills are required. Ability to sit or stand for prolonged periods of time.
Ability to perform repetitive tasks; manual dexterity.
Vision abilities required include close, distance, and depth perception.
Preferred
1–3 years of Auction experience or 2–4 years of dealership experience is strongly preferred.
Previous experience in sales support role desired.
RSCOX
Compensation USD 22.07 – 33.13 per hour
Hourly base pay rate is $22.07 – $33.13/hr. 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. The 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, and parental leave.
Applicants must currently be authorized to work in the United States for any employer without current or future sponsorship. No OPT, CPT, STEM/OPT or visa sponsorship now or in future.
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