Manager Client Service
- Full Time
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.
- 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
- 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.
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
- 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.
the perspective of Auction partners in development of OVE.com, Simulcast
and Manheim.com business practices, processes and policies.
the education of Commercial and Dealer customers on Online
Vehicle Exchange, Simulcast, Manheim.com and on other Manheim services,
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.
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.
and ensure support staff is compliant with standard business practices in
order to provide a consistent high quality facilitation services within
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.
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
and work on strategic projects for the Operating Location for online
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
- 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
- Performs other duties
- 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.
leadership and supervisory skills.
- Strong customer
communication (written and verbal) and interpersonal skills required.
- Ability to work in
a high performance, fast-paced
- 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.
Occasional exposure to outdoor weather conditions as well as
noise, dust, and fumes in auction lanes.
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
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.
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