Dealer Services Coordinator - Full-time / Part-time

Job Scope

Monitor and coordinate activities associated with the preparation and sale of customer vehicles throughout the auction process in ways that meet or exceed customer expectation and contribute to efficient sales operations.

Key Responsibilities

• Monitors vehicle preparation and sale process and communicates with lane, department managers, market sales team, and other coordinators to ensure each vehicle crosses the auction block on sale day and ensures vehicles are re-run if necessary
• Provides direct communications link to customers to ensure their expectations are met and service issues are resolved
• Educates dealers on all Manheim products and services
• Investigates, 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
• Walk vehicles for/with account representative and make recommendations for reconditioning to increase vehicle value
• Reviews vehicles in sales line-up, locates missing vehicles, and coordinate with customers and operations to ensure that vehicles are prepared for sale (i.e., approval for repairs, frame checks, mileage, and VIN check)
• Maintain communication with vehicle check-in and lot operations to ensure all required processing is completed on dealer vehicles (i.e., recon, inspections, details, etc.)
• Follow- up as necessary
• Coordinate with lot operations and quadrant coordinators to ensure appropriate scanning and organization of account vehicles
• Review vehicles in sale line up, locate missing vehicles, and work with account

Change & Innovation

• Clarifies and understands the broader purpose of one’s own work
• Generates innovative ideas and solutions to challenges/opportunities
• Identifies ways to streamline and/or improve work processes
• Adapts in the face of ambiguity or uncertainty
• Embraces changes affecting one’s area

Customer Focus

• Incorporates feedback from customers to improve customer service
• Delivers impactful, timely solutions that are meaningful to the customer
• Follows up with customers to ensure problems are solved
• Addresses customer needs by identifying the right people and resources from across the enterprise

Collaboration

• Encourages people to draw on each other to work together effectively, within and across teams
• Demonstrates “we versus me” thinking
• Builds and cultivates relationship networks across the organization
• Works cooperatively with people from diverse perspectives and backgrounds

Drives Results

• Establishes realistic plans and work schedules
• Identifies and leverages support and/or resources needed to carry out own work
• Negotiates/re-negotiates priorities and competing demands for one’s time
• Surface problems and removes obstacles in order to move the work forward in a timely manner
• Takes the initiative to achieve high levels of productivity and quality

Effective Communication

• Demonstrates urgency around activities that drive the business
• Addresses and resolves conflict directly and constructively
• Establishes a trusted advisor, consultative relationship with customers’ representative to ensure vehicles are ready for sale, various products and services provided by Manheim
• Provides clear and thorough information to others (e.g., verbal, written, email. presentations, meetings)
• Follow all safety and health procedures
• Perform other duties as assigned by management
• Listens actively and carefully to others’ opinions and ideas
• Tailors communication to the appropriate audience
• Shares viewpoints openly and directly with others
• Shares timely updates and information with relevant parties
• Demonstrates composure under pressure

Develops Self and Others

• Seeks opportunities to acquire new knowledge and skills
• Shares own experience and expertise with others
• Accepts feedback openly, without becoming defensive Learns from experiences, including successes, setbacks, and/or resistance
• Provides honest, timely feedback to others, even if uncomfortable