Dealer Services Coordinator I (Manheim Anaheim)

Summary
The Dealer Services Specialist I is the initial client contact, providing excellent service and support, and collaborating with more senior team members. They assist with basic sales transactions, research client preferences, and perform basic Dealer Services duties under guidance. This role also involves educating clients on auction processes and upselling services based on client needs, while demonstrating effective prioritization skills and professionalism.

Responsibilities

• Build and maintain positive relationships with clients by providing excellent customer service and support, responding promptly to inquiries, and assisting with basic sales transactions. Collaborate with team members to foster a strong team environment and contribute to the overall success of the sales team.

• As the initial point of contact for clients, serves as the welcoming face of the organization, providing courteous assistance and directing inquiries as needed within the department. Acknowledges and prioritizes client needs, owning and resolving issues from start to finish.

• Gains familiarity with Dealer Services concepts, practices, and methodologies. May interact with clients (face-to[1]face, via phone or email) and other departments within the physical site to answer basic questions, run basic reporting, send gate passes, take payments, etc.

• Research clients' account preferences and sales history, preparing materials for more senior Dealer Services Specialists to discuss sales performance, and providing follow-up support as needed.

• With guidance from a more Senior Dealer Services Specialist, performs basic Dealer Services duties, including:

  • Monitoring vehicle sales processes, communicating with lane, department managers, national commercial sales teams, and other coordinators to ensure vehicles cross the auction block or are effectively re-run on sale day,

  • Communicating with clients to understand expectations, perceived issues, and If bid sales,

  • Reviewing vehicles in the sales lineup, locating missing vehicles and working with account representatives to ensure vehicles are ready for sale with appropriate imaging and announcements.

  • Verifying vehicle inventory, identifying discrepancies, investigating root causes of discrepancies, and implementing corrective actions to maintain inventory integrity.

• Engage in personalized coaching sessions to familiarize yourself with and begin mastering our suite of tools. Assist clients in basic tool utilization and marketplace policies, ensuring a foundation for optimal effectiveness and satisfaction in their experience.

• May contact clients to facilitate less complex sales transactions.

• May educate clients on auction processes and look for opportunities to upsell Manheim/CAI services (Condition Reports, OVE, Simulcast, KBB ICO, Manheim Express, Dealshield, etc.) based on client needs, ensuring understanding and realistic expectations.

Requirements:

• High School Diploma/GED and up to 2 years’ experience in customer service

• Effective communication (written and spoken) and interpersonal skills required

• Ability to work in a high performance, fast-paced team environment

• Computer skills, including ability use Internet and MS Office

• 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

• Automotive/technician knowledge preferred