Sr Manager, Customer Care (Manheim Cincinnati)

Company

Cox Automotive

• USA

Job Family Group

Customer Care Group

Job Profile

Sr Manager, Customer Care

Management Level

Sr Manager

• People Leader

Flexible Work Option

No remote option; must work at a specified Cox location

Travel %

No

Work Shift

Day

Compensation

Compensation includes a base salary of $97,100.00 - $161,800.00. The base salary may vary within the anticipated base pay range based on factors such as the ultimate location of the position and the selected candidate's knowledge, skills, and abilities. Position may be eligible for additional compensation that may include an incentive program.

Job Description

The Sr. Manager of Client Services leads a team of Dealer Services, Commercial, and TRA departments who work with Manheim customers and location operational groups to ensure that the sales runs smoothly both operationally and administratively. The position also works closely with the Field Sales Team to ensure customer expectations are met or exceeded. The position promotes and educates customers on the various products and services provided by Manheim.

Job Responsibilities:

• 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 team.

• Ensures the client 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 commercial, dealer, specialty, and TRA accounts.

• 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.

• Represent the perspective of Auction partners in development of OVE.com, Simulcast and Manheim.com business practices, processes, and policies.

• Leads the education of Commercial and Dealer customers on Online Vehicle Exchange, Simulcast, Manheim.com 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 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.

• 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 is 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.

• 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 support.

• Performs other duties as assigned.

Qualifications:

• BA/BS degree and 8 years work related experience with at least 3 years' experience in a management / leadership role.

• 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. 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 is an Equal Opportunity Employer and a Drug-Free workplace

Drug Testing

To be employed in this role, you'll need to clear a pre-employment drug test. Cox Automotive does not currently administer a pre-employment drug test for marijuana for this position. However, we are a drug-free workplace, so the possession, use or being under the influence of drugs illegal under federal or state law during work hours, on company property and/or in company vehicles is prohibited.

Benefits

The Company offers eligible employees the flexibility to take as much vacation with pay as they deem consistent with their duties, the company's needs, and its obligations; seven paid holidays throughout the calendar year; and up to 160 hours of paid wellness annually for their own wellness or that of family members. Employees are also eligible for additional paid time off in the form of bereavement leave, time off to vote, jury duty leave, volunteer time off, military leave, parental leave, and COVID-19 vaccination leave.

About Us

Through groundbreaking technology and a commitment to stellar experiences for drivers and dealers alike, Cox Automotive employees are transforming the way the world buys, owns, sells - or simply uses - cars. Cox Automotive employees get to work on iconic consumer brands like Autotrader and Kelley Blue Book and industry-leading dealer-facing companies like vAuto and Manheim, all while enjoying the people-centered atmosphere that is central to our life at Cox. Benefits of working at Cox may include health care insurance (medical, dental, vision), retirement planning (401(k)), and paid days off (sick leave, parental leave, flexible vacation/wellness days, and/or PTO). For more details on what benefits you may be offered, visit our benefits page. 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. Cox provides reasonable accommodations when requested by a qualified applicant or employee with disability, unless such accommodations would cause an undue hardship.