Senior manager client service
This position manages and directs Dealer Services, Commercial Accounts, Customer Support, TRA and/or Specialty operations of the Auction, maintaining positive relationship with all location customers, developing new business, and providing quality service. The Manager leads a team of employees who work with Manheim customers and location operational groups to ensure that the sale runs smoothly both operationally and administratively. The position works closely with home office and field sales teams to ensure that customer expectations are met or exceeded and promotes and educates customers on the various products and services provided by Manheim. Job
Responsibilities:
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. Establish and maintain close working relationships and good rapport with all client-serving accounts (dealer, commercial, dealer, specialty, and TRA accounts). Develop new accounts through personal and telephone contact with potential customers and increase level of consignment with existing customers. Work with the Operations Manager and provide appropriate account information to monitor consignor's vehicle inventory and to coordinate vehicle controls. Provide progress reports to sales staff and other managers as necessary to increase business. Sets an example of professionalism and sincere appreciation for the business relationships that have been established among the dealers and the auction. Serves as the point person for resolution of customer issues at the location in partnership with Field and home office sales teams. 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. Ensures that team represents the Dealer Sales Lane program at the location on sale days --promotes services such as Manheim Certified, assigns run numbers, reps vehicles on the block, works IF counter, upsells products and services, etc. Provide schedule of sales line-up to Operations and Recon Managers for proper routing of vehicles, coordinating aged units. Participate in trade shows representing the Auction and sharing information on Auction products and services. Provide reports on budget, sales, and account activities. 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. 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. 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. Perform other duties as assigned.
Qualifications:
Equivalent combination of education and work-related experience BA/BS and with at least 10 years' experience in a management/leadership role Master's Degree and with at least 8 years' experience in a management/leadership role Ph.D. and with at least 8 years' experience in a management/leadership role At least 14 years in a management/leadership role Experience in the automobile industry or the auction business preferred. Extensive experience building and maintaining internal and external client relationships through effective consultative sales techniques and approaches. Ability to foster productive and professional internal and external business relationships. Effective communication and interaction skills. Effective management, customer service, and organizational skills required. Knowledge of contract and title regulations. Valid driver's license and a safe driving record. Good computer and software knowledge essential. AS400 experience preferred. Ability to sit, stand and walk for prolonged periods of time. Vision abilities required include close, distance, color, and depth perception.
Salary Range:
$100K -- $150K
Minimum Qualification
Account Management, Sales Management & OperationsEstimated Salary: $20 to $28 per hour based on qualifications.
Responsibilities:
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. Establish and maintain close working relationships and good rapport with all client-serving accounts (dealer, commercial, dealer, specialty, and TRA accounts). Develop new accounts through personal and telephone contact with potential customers and increase level of consignment with existing customers. Work with the Operations Manager and provide appropriate account information to monitor consignor's vehicle inventory and to coordinate vehicle controls. Provide progress reports to sales staff and other managers as necessary to increase business. Sets an example of professionalism and sincere appreciation for the business relationships that have been established among the dealers and the auction. Serves as the point person for resolution of customer issues at the location in partnership with Field and home office sales teams. 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. Ensures that team represents the Dealer Sales Lane program at the location on sale days --promotes services such as Manheim Certified, assigns run numbers, reps vehicles on the block, works IF counter, upsells products and services, etc. Provide schedule of sales line-up to Operations and Recon Managers for proper routing of vehicles, coordinating aged units. Participate in trade shows representing the Auction and sharing information on Auction products and services. Provide reports on budget, sales, and account activities. 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. 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. 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. Perform other duties as assigned.
Qualifications:
Equivalent combination of education and work-related experience BA/BS and with at least 10 years' experience in a management/leadership role Master's Degree and with at least 8 years' experience in a management/leadership role Ph.D. and with at least 8 years' experience in a management/leadership role At least 14 years in a management/leadership role Experience in the automobile industry or the auction business preferred. Extensive experience building and maintaining internal and external client relationships through effective consultative sales techniques and approaches. Ability to foster productive and professional internal and external business relationships. Effective communication and interaction skills. Effective management, customer service, and organizational skills required. Knowledge of contract and title regulations. Valid driver's license and a safe driving record. Good computer and software knowledge essential. AS400 experience preferred. Ability to sit, stand and walk for prolonged periods of time. Vision abilities required include close, distance, color, and depth perception.
Salary Range:
$100K -- $150K
Minimum Qualification
Account Management, Sales Management & OperationsEstimated Salary: $20 to $28 per hour based on qualifications.
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