Manager Client Service

Location
Poplar Bluff, Missouri
Salary
competitive
Posted
Jul 18, 2019
Metro Area
Other
Duration
Full Time

The
Client Service Manager leads a team of Dealer Services, Commercial, TRA, and
Specialty 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 General Sales Manager and Field Sales Team 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 amongst the dealers and Manheim.
  • Addresses 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.
  • 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. 
  • 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. 
  • Maintain and
    develop 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.
  • 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.



  •  
  •  

    Work Environment:

    Occasional exposure to outdoor weather conditions as well as
    noise, dust, and fumes in auction lanes.

     






    Disclaimer:

    The posting is intended to describe the
    general content of and requirements for the performance of this job. It is not
    to be construed as an exhaustive statement of duties, responsibilities or
    requirements.

     

     

    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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