Dealer Services Specialist II (Manheim Utah)

Cox Automotive; Woods Cross (UT); On-site; USD 45,000 - 60,000; Full time

Job summary

Cox Enterprises, Inc. is seeking a Customer Sales Coordinator to monitor and coordinate activities for the preparation and sale of customer vehicles through the auction process, aiming to meet customer expectations and optimize sales operations.

The role involves on-site dealer interaction, cross-functional coordination, and proactive problem resolution to ensure vehicles are prepared and presented effectively for sale both in-lane and online.

Qualifications

• High School Diploma or GED and 3 years in related field.
• Auto Auction or Dealership experience a plus.
• Proficient in MS Office and Internet use.
• Strong written and verbal communication.
• Ability to work in a high-performance, fast-paced team environment.
• Adaptable to changing environment.
• Excellent customer service and problem solving.

Responsibilities

• Provide consultation to customers regarding setting floor prices prior to every sale and educate dealers if needed to MMR.
• Represent the Dealer Sales Lane at the location on sale days and promote services.
• Coordinate with lane, department managers, market sales team, and other coordinators to ensure each vehicle crosses the auction block or is posted on OVE.
• Investigate, troubleshoot, and resolve customer problems; serve as liaison between customers, sales teams, and location personnel.
• Work directly with customers onsite, via email and phone to ensure expectations are met and service issues are resolved.
• Champions all sale day preparations related to in‑lane and online sales.
• Maximize the number of transactions on OVE; promote all listings onsite and offsite.
• Educate customers on Online Vehicle Exchange, Simulcast, Manheim.com, and other Manheim services; provide training.
• Demonstrates professionalism and appreciation for business relationships with dealers and Manheim.
• Assist with customer care issues and respond to dealer inquiries in a professional manner.
• Develop and strengthen relationships with dealers via phone, online, and meetings; collect feedback sessions.
• Serve as initial contact for buyers and sellers.
• Load inventory for dealers and review sale line up for readiness.
• Solicit inventory and offer additional services to all buyers.
• Identify sold units and facilitate transactions through completion with proper documentation.
• Work with manager to ensure a consistent online and in‑lane customer experience and high service levels.
• Walk vehicles for/with account representative and recommend reconditioning to increase value.
• Review vehicles in sale line‑up and ensure sale readiness with repairs and VIN checks.
• Coordinate with Recon shops to ensure repairs are completed promptly.
• Work closely with check‑in and lot operations to ensure work is completed.
• Escalate issues to customers as needed.

Skills

Communication

MS Office

Customer service

Problem solving

Teamwork

Adaptability

Attention to detail

Education

HS diploma/GED

Tools

MS Office

Internet

Job description

Job Summary:

Monitor and coordinate activities associated with the preparation and sale of customer vehicles throughout the auction process in ways that meet or exceed customer expectations and contribute to efficient sales operations.

Key Responsibilities

• Provide consultation to customers regarding the setting of floor prices prior to every sale and educate dealers if needed to MMR. This will guarantee the success of a dealer’s in-lane and online offerings and ensure Manheim sets realistic dealer expectations on selling cars.

• Represent the Dealer Sales Lane at the location on sale days —promotes services such as Manheim Certified, accepts and solicits reserve numbers from Dealers, assigns run numbers, reps vehicles on the block works “IF” counter, up-sells products, and services, etc.
• Works with lane, 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.
• Investigates, troubleshoots, and resolves customer problems and issues; serves as a liaison between customers, sales teams, and location personnel to reconcile problems and maintain a high level of customer service.
• Works directly with customers onsite, via email & phone to ensure expectations are met and service issues are resolved.
• Champions all sale day preparations (pre/post activities) related to in‑lane and online sales.
• Maximize the number of transactions on OVE. Promote all listings onsite and offsite.
• Educate customers on Online Vehicle Exchange, Simulcast, Manheim.com, and on other Manheim services & products. Provide assistance and training in usage.
• Demonstrates professionalism and sincere appreciation for the business relationships that have been established amongst the dealers and Manheim.
• Assist with customer care issues and respond to dealer inquiries, problems, or concerns in a professional manner and elevate as necessary.
• Develop and strengthen relationships with dealers over the phone, online, and at the auction through planned contact and meetings, as well as feedback sessions regarding Auction and online use and services.
• Serve as initial contact for buyers and sellers.
• Load inventory for dealers including no sales, transfer inventory from Auto Trader/others, and vehicles with condition reports.
• Review vehicles in the sale line up, locate missing vehicles and work with an account representative to ensure vehicles are ready for sale.
• Solicit inventory and offer additional services to all buyers (PSIs, recon, CRs).
• Identify sold units and facilitate transactions through completion to include but not limited to the following:
  -Monitor notifications generated online (e.g., purchase confirmation).
  -Confirm availability and location of the vehicle (and title) at the time of sale.
  -Generate and maintain required documentation for all transactions (e.g., Auction Bill of Sale, Gate Release).
• Work with manager to ensure a consistent and effective online and in‑lane customer experience, appropriate transaction processing, high customer satisfaction, and service levels.
• Walk vehicles for/with account representative and make recommendations for reconditioning to increase vehicle value
• Reviews vehicles in sales line‑up, locate missing vehicles and works with customers and operations to ensure that vehicles are prepared for sale (i.e., approval for repairs, frame checks, mileage, and VIN check).
• Coordinates with Recon shops to ensure that repairs are completed promptly
• Works closely with vehicle check‑in and lot operations to ensure all work is completed on dealer vehicles (i.e., recon, inspections, details, etc.).
• Contacts inside support if units are pulled from the sale or online for work not being completed or mechanical issues so this can be communicated to the customer.
• Work with lot operations and quadrant coordinators to ensure appropriate scanning and organization of account vehicles.
• Visibly demonstrate safety commitment by following all safety and health procedures and modeling the behaviors related to such. Actively participate in support of all safety activities aligned with Safety Excellence.
• Perform other duties as assigned by management.

Qualifications

• High School Diploma/GED and 3 years’ experience in a related field. The right candidate could also have a different combination, such as any level degree/certification beyond a HS diploma/GED
• Auto Auction or Dealership experience a plus
• Solid computer skills, including the ability to use the Internet and MS Office effectively.
• Effective communication (written and verbal) and interpersonal skills required.
• Ability to work in a high-performance, fast-paced team environment.
• Ability to adapt to and work effectively within a constantly changing environment.
• Excellent customer service and problem‑solving skills required.
• 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:

Moderate noise level. Frequent exposure to outdoor weather conditions.