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Client Services Specialist

Company: Cox Enterprises
Location: Hamilton
Posted on: April 6, 2021

Job Description:

The Client Solutions Specialist -) is responsible for managing assigned dealer customer relationships for Manheim with the goal of hunting new customers, and retaining and growing those customers by providing a personalized auction experience and promoting the "One Manheim" philosophy. CSS's will educate customers on the products, services, and channels provided by Manheim and actively seek opportunities to grow the relationship by recommending solutions that will meet the dealer's business needs. The CSS is responsible for helping ensure that we deliver a personalized, low-effort, and positive auction experience for our mobile dealer customers. While the CSS's focus will be on his/her assigned dealer customers, they will also work closely with the Dealer Services team to help ensure all dealer customers are supported on their respective sale day. This job will include proactively collaborating with field sales teams, other Manheim companies, customers, and internal auction departments in order to ensure that customer expectations are met or exceeded and to proactively identify opportunities for account growth. This role is expected to bring in new clients, bring back inactive clients, service existing accounts and build relationships at dealer locations up to five days a week. Key Responsibilities: Actively service assigned customer accounts selling new or incremental services. Develops and executes on a plan to grow revenue of assigned accounts, actively seeking to increase both seller and buyer base at mobile auction sales. Deliver superior customer service experience in order to achieve account retention and revenue growth. Knows the competition and how to upsell against it. Act as the primary point of contact for assigned dealer accounts for providing assistance, resolving issues and facilitating sale day requirements Help obtain growth targets through active management of the relationship for assigned dealer customers Seek to improve customer experience and productivity by collecting, analyzing, identifying, and presenting information Review customer's key performance indicators and recommends solutions for improving conversion rate Develop and strengthen relationships with dealers over the phone, online, and in person (at the mobile auction or customer site) Ensure that the data in CRM system (Saleforce.com) accurately reflects account activity and sales opportunities Utilize Salesforce.com for reporting, lead input, market-wide collaboration, and customer performance reviews Sell and train on Manheim products and services. Provide technical assistance and product information to our customers Partner with Field Sales Representatives on dealership sales calls to penetrate and/or grow new markets where no mobile auctions are currently established (as needed) Perform lead generation (Next Gear, notification of newly registered dealers to sales, etc.) Advise dealers on value-added services based on their individual needs (CR, Deal Shield, PSI, Recon, Transportation) Plan, execute, and follow up on opportunities for growth Rep cars and monitors lanes on sale day (unit order, etc.) as needed Proactively educate assigned customers, as well as other dealers on products, services, and available channels Work directly with customer onsite, via email & phone to ensure expectations are met and service issues are resolved. Make welcome calls to newly-registered dealers Reserve numbers for dealers and set the lanes Register "no sales" in the next sale Manage transportation requests Request and follow up on CRs, and PSI Update floors and announcements Work "Offer/IF" bids Provide pre-sale and end of sale reports Champion all sale day preparations (pre/post activities) related to in-lane and online sales. Works with lane and department leads (recon, vehicle check in, lot operations), field sales team, and other coordinators to ensure each vehicle is properly prepared for sale day, crosses the auction block on sale day and/or is posted on OVE. Investigate, troubleshoots, and resolves customer problems and issues; serves as a liaison between customers, sales teams, and location personnel to reconcile problems and to maintain a high level of customer service. Demonstrate professionalism and sincere appreciation for the business relationships that have been established amongst the dealers and Manheim. Function as a solid team player and work closely with teammates, field sales, and customer care to create a superior customer experience. Work with manager to ensure a consistent and effective online and in-lane customer experience, appropriate transaction processing, high customer satisfaction and service levels Assist the host auction with the "legal" set-up of new sales, i.e. obtaining business license through DMV and/or local City/Townships Visibly demonstrates 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: Effective communication (written and verbal) and interpersonal skills required. Ability to engage customers in a consultative manner and effectively recommend additional products and services. 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 work unsupervised, be self-motivated, and demonstrate perseverance. 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. High School, GED or Vocational School Diploma required; Bachelor's degree preferred. 2 - 4 years Auction experience or 3 - 5 years dealership experience strongly preferred. Previous experience in sales or sales support. Must have a valid driver's license.

Keywords: Cox Enterprises, Hamilton , Client Services Specialist, Other , Hamilton, Ohio

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