Dealer Services/ Senior Client Service Manager

Harrisonburg, Virginia
Dec 11, 2019
Account Management
Metro Area
Full Time

Job Description:


This position supervises and directs
the daily functions of Dealer Services 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 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. 




  • Assigns inside and outside
    support responsibilities to teams in both Dealer Services
    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 dealer, specialty, and TRA
  • Sets an example
    of professionalism and sincere appreciation for the business
    relationships that have been established among the dealers and
  • 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 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
  • Represent the perspective of
    Auction partners in development of, Simulcast and
    business practices, processes and policies. 
  • Leads the education of Dealer customers on
    Online Vehicle Exchange, Simulcast,, Manheim Express, 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
  • 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. 
  • 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
  • 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
  • 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
  • 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
  • Enforce all company policies
    and procedures related to employee and customer conduct.  
  • Partner with various market
    level support teams (i.e. Finance, HR, NextGear, 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

  • Qualifications:

  • High School Diploma or
    equivalent required; some college preferred. 
  • 1-3 years of previous
    management/supervisory experience and customer service required
  •  2-4 years of sales experience required. 
  • Excellent leadership and
    supervisory skills. 
  • Strong customer service
  • Excellent communication
    (written and verbal) and interpersonal skills required.
  • Detail – oriented and
    organizational skills
  • 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.
  • Ability to travel 2-3 days
  • 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,®, 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.

    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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