Senior Client Service Manager

Location
North Dighton, Massachusetts
Salary
competitive
Posted
May 22, 2019
Specialty
Account Management
Metro Area
Other
Duration
Full Time
Job Description:

 

This position supervises and directs
the daily functions of Dealer Services and Commercial departments who
work with Manheim customers and location operational groups to ensure that the
sales runs smoothly both operationally and administratively. The position
works closely with Field Sales Team & Corporate Major Dealer &
Commercial Account groups to ensure that customer expectations are met or
exceeded.  The position promotes and educates customers on the
various products and services provided by Manheim. 



 

 

Job
Responsibilities:
 



  • Assigns inside and outside
    support responsibilities to teams in both Dealer Services &
    Commercial Accounts departments as appropriate for the location
    and ensures duties are effectively executed by team.  
  • Ensures that
    team represents the Dealer Sales Lane at the location on sale days
         promotes services such as Manheim Certified, accept and solicits reserve
    numbers from Dealers, assigns run numbers, reps vehicles on the
    block, works “IF” counter, upsells products and services, etc. 
  • Partners with
    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.  
  • Works directly with
    customers onsite & via email & phone, to establish
    and maintain close working relationships, good rapport, and highest
    expectations of service with all commercial, dealer, specialty, and TRA
    accounts. 
  • Sets an example
    of professionalism and sincere appreciation for the business
    relationships that have been established among the dealers and
    Manheim.  
  • Assists manager in
    addressing any findings of unethical behavior and/or failure to
    adhere to the auction’s policies and procedures.  
  • Serves as the point person for
    resolution of customer issues at the location in partnership with Field
    Sales Team & Corporate Major Dealer and Commercial
    Accounts. 
  • Partners with managers from
    Operations, Recon, and other departments to address any issues related to
    readiness of vehicles. 
  • Visibly demonstrate safety
    commitment by following all safety and health procedures and modeling the
    behaviors related to such. Work in cooperation with safety leadership in
    support of all safety activities aligned with Safety
    Excellence.  
  • Represent the perspective of
    Auction partners in development of OVE.com, Simulcast and Manheim.com
    business practices, processes and policies. 
  • Leads the education
    of Commercial and Dealer customers on Online Vehicle
    Exchange, Simulcast, Manheim.com and on other Manheim
    services, especially MMR to ensure Manheim sets
    realistic expectations on selling cars.  Provide assistance and training in
    usage. 
  • Supervise the preparation of
    pre- and post-sale reports as required by consignor, and ensure work is
    completed accurately and timely, charges are
    correctly posted and records are maintained according to
    contract requirements. 
  • Oversee TRA and Specialty
    functions ensuring positive customer relationships, focus on growth of
    business, successful sale execution, completion of quality repairs, and
    appropriate preparation of records for customer accounts. 
  • Monitor & ensure that
    changes to vehicles are posted timely and accurately seeing to it that
    vehicle records are maintained in compliance with contract
    requirements.  
  • Coordinate and review customer
    files and account records with appropriate managers to efficiently monitor
    aged inventory and title delays.  
  • Respond to customer issues
    where the Administrator does not have the authority and escalate when
    necessary.  Will also resolve overflow of issues when the
    Customer Account Manager is unable to respond in a timely manner. 
  • Supervise the work of
    commercial accounts staff by determining work procedures, preparing work
    schedules, expediting the workflow, assigning duties and examining work
    for accuracy and conformance to policies and procedures. 
  • Schedule sale for commercial
    accounts after completion of the pre-sale reconditioning and required
    paperwork. Coordinate customer contact functions, such as redemptions, end
    of term lease, new car delivery and other customer inquiries. 
  • Oversee and supervise clerical
    staff to ensure paperwork is processed accurately and provided to the customer
    in a timely manner. 
  • Maintain accurate account
    records and a positive customer relationship by ensuring efficient and
    accurate handling and resolution of account problems. 
  • Develop new accounts through
    personal and telephone contact with potential customers and increase level
    of consignment with existing customers. 
  • Maintain communication with
    other departments and management team providing relevant information to
    coordinate activities of the department and ensure high quality of service
    to both internal and external customers. 
  • Support the
    development, deployment and maintenance of Department policies,
    practices and procedures. 
  • Train and ensure support
    staff is compliant with standard business practices in
    order to provide a consistent high-quality facilitation services
    within the marketplace. 
  • Assist in development and
    reporting of accurate and efficient key business drivers as well
    as the review of Quality Assurance, Transactions, Service
    Levels, and other key department metrics for all online channels. 
  • Participate in operational
    process development and implementation of projects.  Will require
    knowledge of auction operations, problem solving skills, leadership
    skills, effective meeting skills, ability to work in groups, and the
    ability to provide constructive feedback. 
  • Lead and work on strategic
    projects for the Operating Location for online transaction
    fulfillment. 
  • Visibly demonstrate safety
    commitment by following all safety and health procedures and modeling the
    behaviors related to such. Work in cooperation with safety leadership in
    support of all safety activities aligned with Safety
    Excellence.   
  • Works with manager to review
    work volumes, plan and continuously monitor staffing levels to ensure
    efficiency, quality work product, and effective customer service; review
    departmental performance against key performance indicators and
    metrics and develop and execute strategies for improvement.   
  • Assist manager in
    maintaining and developing assigned staff by recruiting,
    selecting, orienting, and training employees, and by providing educational
    opportunities. Counsel and discipline employees as necessary. Plan,
    monitor and evaluate job performance, and conduct performance
    appraisals. 
  • Effectively leads the team at
    the location by setting an example in behavior, championing Cox/Manheim
    values and ensuring that all employees are treated with
    respect. 
  • Enforce all company policies
    and procedures related to employee and customer conduct.  
  • Partner with various market
    level support teams (i.e. Finance, HR, MFS, Recon, Safety, Security,
    Sales) to ensure effective and efficient operational processes that align
    with company objectives and strategies and high quality customer
    service and support. 
  • Performs other duties as
    assigned.


  • Qualifications:
  • High School Diploma or
    equivalent required; some college preferred. 
  • 1-3 years of previous
    management/supervisory experience or 2-4 years of customer service or
    sales support experience strongly preferred. 
  • Excellent leadership and
    supervisory skills. 
  • Strong customer service
    orientation. 
  • Excellent communication
    (written and verbal) and interpersonal skills required. 
  • Ability to work in
    a   high performance, fast-paced team
    environment.   
  • Solid computer skills,
    including ability to use Internet and MS Office effectively. 
  • Ability to adapt to and work
    effectively within a constantly changing environment. 
  • Excellent customer service
    and problem-solving skills. 






  • About Cox Automotive

    Cox Automotive Inc. makes buying, selling and owning cars easier for everyone, while also enabling mobility services. The global company’s 34,000-plus team members and family of brands, including Autotrader®, Clutch Technologies, Dealer.com®, Dealertrack®, Kelley Blue Book®, Manheim®, NextGear Capital®, VinSolutions®, vAuto® and Xtime®, are passionate about helping millions of car shoppers, tens of thousands of auto dealer clients across five continents and many others throughout the automotive industry thrive for generations to come. Cox Automotive is a subsidiary of Cox Enterprises Inc., a privately-owned, Atlanta-based company with revenues exceeding $20 billion. www.coxautoinc.com

    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.

    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.

     

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