Dealer Services Specialist II - Manheim Wilmington

Cox Enterprises; Wilmington (NC); Hybrid; USD 52,000 - 76,000; Full time

Job summary

Cox Enterprises seeks a Dealer Services Specialist II to build and maintain relationships with dealers and commercial clients in a hybrid role. You will collaborate with the national sales team, auction representatives, and market center staff to provide consultative support and tailored solutions.

The ideal candidate has strong communication, organizational, and problem-solving skills, with experience in CRM tools and sales processes, and a willingness to travel within the market center as

Qualifications

• High School Diploma or GED required; 3+ years in related field or 5+ years with equivalent experience.
• Bachelor’s degree in related discipline preferred.
• Strong verbal and written communication skills are essential.
• Ability to build strong business relationships and manage expectations.
• Solid problem solving and de-escalation abilities; well organized.
• Proficient with Salesforce, AS400, Workbench and Excel preferred.

Responsibilities

• Cultivate relationships with clients and tailor solutions based on needs and industry trends.
• Partner with outside sales teams for a unified client approach and coordinated strategies.
• Primary contact for resolving complex client issues across accounts with various stakeholders.
• Act as liaison between clients and internal departments; ensure responsiveness and ownership.
• Serve as a sales agent for assigned accounts at sites or market centers; provide consultative support.
• Engage dealers with dialogue on sales performance; use data to enhance efficiency and tactics.
• Assist with customer care inquiries and escalate when necessary; understand vehicle needs and processes.

Skills

Verbal and written communication

Relationship building

Problem solving

De-escalation

Organizational skills

Education

High School Diploma/GED

Bachelor’s degree preferred

Tools

Salesforce

AS400

Workbench

Excel

Job description

The Dealer Services Specialist II is a hybrid-role working with both dealer and commercial clients. This role plays a pivotal role in building and maintaining client relationships, offering tailored solutions and proactive support, in collaboration with the national sales team, auction representatives, and stakeholders for clients in the assigned market center.

Serving as sales agents, they provide consultative support to enhance sales performance and foster productive communication with dealers and commercial clients. The ideal candidate thrives in a fast-paced environment and has strong organizational and problem-solving skills, as well as the ability to deliver exceptional customer service through various communication channels. This position may require occasional travel within the market center.

Primary Duties/Key Responsibilities:

• Cultivate and nurture strong relationships with clients through proactive engagement, personalized communication, and tailored solutions to meet their needs. Utilize industry insights and product knowledge to provide valuable guidance and recommendations, demonstrating a commitment to client satisfaction and long-term partnerships.
• Partner closely with outside sales teams to ensure a unified approach in serving clients, enhancing their experience through seamless coordination and alignment of strategies.
• Primary point of contact for resolving client issues for accounts ranging from simple to highly complex, broad scope accounts, collaborating with the national sales team, physical site representatives, corporate Commercial Services post-sale team, Arbitrators, and various stakeholders.
• Act as a liaison between clients and internal departments, demonstrating responsiveness, follow-through, autonomous problem solving and ownership in resolving issues from start to finish. Effectively coordinates efforts to address client needs and exceed expectations, showcasing versatility and adaptability in handling diverse tasks to ensure client satisfaction.
• Serves as a sales agent for assigned accounts at a physical site location or within a market center, engages with clients to understand their specific business needs and challenges, provides consultative support and strategic recommendations tailored to improve sales performance.
• Utilizing a consultative approach, foster constructive dialogue with dealers on their sales performance, employing de-escalation methods to facilitate productive conversations, while leveraging industry and sales trends as well as vehicle valuation data to provide strategic recommendations aimed at enhancing efficiency and effectiveness in their sales tactics.
• Assist with customer care issues and responds to dealer and commercial client inquiries, problems, or concerns in a professional manner, escalating as necessary. Develops a positive relationship with assigned clients, seeking to understand their vehicle requirements and helping them understand auction processes, vehicle availability and processes for sale, preparation, and delivery.
• Coordinate sale vehicle run processes, monitor auctions, and maintain direct client communication for assigned clients in the location or market center. Ensure efficient coordination and timely completion by liaising between clients and departments throughout the auction to drive pre-sale processes, repairs/enhancements with recon shops, determine run order, etc. utilizing the data available through various software systems.
• Empower clients through personalized coaching sessions to adeptly utilize our suite of tools, ensuring optimal effectiveness and satisfaction in their experience. Additionally, educate clients on marketplace policies to ensure compliance and maximize their success within the platform.
• Leverage vehicle valuation and sales trend data to facilitate successful transactions between buyers and sellers, driving sales closure.
• Examine vehicles within the sales lineup, utilizing Auto Check to verify that inventory meets necessary specifications, identifying any missing vehicles, and collaborating with account representatives to ensure that vehicles are prepared for sale, complete with suitable imaging and announcements.
• Responsible for efficiently coordinating redemptions, involving scheduling with consumers for vehicle pickup, facilitating payments, and ensuring proper documentation, all while delivering exceptional customer service and resolving issues with professionalism.
• Educate clients on auction processes and upsells Manheim/CAI services (Condition Reports, OVE, Simulcast, KBB ICO, Manheim Mobile Inspections, Dealshield, etc.) based on client needs, ensuring understanding and realistic expectations.
• Demonstrate effective prioritization skills, professionalism in client relationships, and assist with customer care issues promptly and professionally.

Required Experience & Specialized Knowledge & Skills

• 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 in a related discipline; or 5 years' experience in a related field.
• Bachelor’s degree in a related discipline preferred.
• Strong verbal and written skills required.
• Ability to build strong business relationships required.
• Problem solving and de-escalation skills required.
• Strong organizational skills required.
• Strong knowledge of Salesforce, AS400, Workbench and Excel preferred.
• Previous experience as a Dealer Services Specialist, Automotive Service Advisor, or Commercial Services Specialist preferred.