Mgr Client Service

Location
Houston, Texas
Salary
competitive
Posted
Sep 27, 2019
Specialty
Account Management
Metro Area
Houston
Duration
Full Time

  • 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 are 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.










































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.



 



Closing:



With
more than 20,000 employees in operating locations around the globe, Manheim is
the world's largest provider of vehicle remarketing services. In 2010, Manheim
handled nearly 10 million used vehicles, facilitating transactions representing
more than $50 billion in value.  A
subsidiary of Atlanta-based Cox Enterprises, Manheim is transforming the
wholesale vehicle buying and selling experience through investments in
technology and innovative products and services. Manheim markets Manheim
Financial Services (MAFS), OVE.com, Total Resource Auctions, Manheim Frontline,
Manheim Specialty and Heavy Truck & Equipment, Manheim Consulting and other
respected brands to the remarketing industry in 15 countries, including
Australia, Turkey and the United Kingdom. 
Manheim is an Equal Opportunity Employer and a
Drug-Free workplace. Please submit your resume to: http://www.coxenterprises.com/coxcareer/


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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