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Dealer Account Representative Portland OR
•30 days ago
| Hours | Full-time, Part-time |
|---|---|
| Location | Portland, OR Portland, Oregon |
About this job
Description
The Dealer Account Representative (DAR) is responsible for managing assigned dealer customer relationships for Manheim with the goal of retaining and growing those customers by providing a personalized auction experience and promoting the “One Manheim” philosophy regardless of sales channel or physical location. DAR’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 DAR is responsible for helping ensure that we deliver a personalized, low-effort, and positive auction experience for our dealer customers. While the DAR’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 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 service accounts and build relationships at dealer locations up to three days a week.
• Actively service assigned customer accounts selling new or incremental services.
• Develops and executes on a plan to grow revenue of assigned accounts.
• 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
• 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 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 for assigned accounts (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)
• Review dealer lanes to ensure dealers are placed based on market guidelines (ie. sales percentage)
• Plan, execute, and follow up on opportunities for growth
• Rep cars and monitors lanes on sale day (unit order/dry lanes) 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 Recon work, CRs, and PSI
• Update floors and announcements
• Work “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
• 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
Initiating Action
Staying with a position or plan of action until the desired objective is obtained or is no longer reasonably attainable. • Take timely action when confronted with a problem or when made aware of a situation
• Take independent action – implement new ideas or potential solutions without prompting; does not wait for others to take action or to request action.
• Seek opportunities to go above and beyond job requirements in order to achieve stated goals and objectives
Sales Persuasion
Gaining prospect or customer commitment to a product, service, or idea by using effective influence strategies • Clarifies the customer’s situation—Uses open-ended questions to identify key decision makers and uncover the customer’s needs, concerns, and desired outcomes; summarizes to ensure own understanding of the customer’s perspective.
• Empathizes with customers—Listens carefully to customer’s concerns; acknowledges the situation and the associated feelings expressed by the customer to build trust and overcome resistance.
• Shares own perspective to build trust—Discloses own goals, experiences, and insights related to the situation to encourage open discussion and build confidence in one’s intentions
• Demonstrates capability—Presents products, services, or ideas using a persuasive approach that clearly shows how the solution would meet needs and provide benefits; leverages supporting evidence
• Tailors influence strategy—Adjusts persuasive approach to minimize anticipated objections and address unique preferences of key decision makers; adapts influence strategy based on customer cues to keep individuals engaged emotionally and rationally
• Confirms customer’s commitment—Gauges the customer’s readiness to commit to action and then builds agreement on outcomes and actions to advance the sale; suggests meetings with others who can influence buying decisions; confirms next steps and offers support
Continuous Learning
Actively identifying new areas for learning; regularly creating and taking advantage of learning opportunities; using newly gained knowledge and skill on the job and learning through their application.
• Targets learning needs – seeks and uses feedback and other sources of information to identify appropriate areas for learning
• Seeks learning needs – identifies and participates in appropriate learning activities (e.g. courses, reading, self-study, coaching, experiential learning) that help fulfill learning needs
• Maximizes learning – actively participates in learning activities in a way that makes the most of the learning experience (e.g. takes notes, asks questions, critically analyzes information, keeps on-the-job application in mind, does required tasks)
• Applies knowledge or skill – puts new knowledge, understanding, or skill to practical use on the job; furthers learning through trial and error
• Takes risks in learning – puts self in unfamiliar or uncomfortable situation in order to learn; asks questions at the risk of appearing foolish; takes on challenging or unfamiliar assignments.
Managing Work (includes Time Management)
Effectively managing one’s time and resources to ensure that work is completed efficiently
• Prioritizes – identifies more critical and less critical activities and tasks; adjusts priorities when appropriate
• Makes preparations – ensures that required equipment and/or materials are in appropriate locations so that own or others’ work can be done effectively
• Schedules – effectively allocates own time to complete work; coordinates own and others’ schedules to avoid conflicts.
• Leverages resources – take advantages of available resources (individuals, processes, departments, and tools) to complete work effectively
• Stays focused—Uses time effectively and prevents irrelevant issues or distractions from interfering with work completion
Stress Tolerance
Maintaining stable performance under pressure or opposition (e.g., experiencing time pressure, conflict, or job ambiguity); handling stress in a manner that is acceptable to others and to the organization.
• Maintains focus—Stays focused on work tasks and productively uses time and energy when under stress
• Maintains relationships—Presents a positive disposition and maintains constructive interpersonal relationships when under stress
Copes effectively—Develops appropriate strategies to prevent or alter conditions that create stress and to sustain physical and mental health
Building Customer Loyalty
Effectively meeting customer needs; building productive customer relationships; taking responsibility for customer satisfaction and loyalty.
• Uses Key Principles—Establishes good interpersonal relationships by helping people feel valued, appreciated, and included in discussions (enhances self-esteem, empathizes, involves, discloses, supports)
• Acknowledges the person—Greets customers promptly and courteously; gives customers full attention.
• Clarifies the current situation—Asks questions to determine needs; listens carefully; provides appropriate information; summarizes to check understanding.
• Meets or exceeds needs—Acts promptly in routine situations; agrees on a clear course of action in non-routine situations; takes opportunities to exceed expectations without making unreasonable commitments.
• Confirms satisfaction—Asks questions to check for satisfaction; commits to follow-through, if appropriate; thanks customer.
• Takes the “heat”—Handles upset customers by hearing the customer out, empathizing, apologizing, and taking personal responsibility for resolving customer problems/issues
Communication
Clearly conveying information and ideas through a variety of media to individuals or groups in a manner that engages the audience and helps them understand and retain the message.
• Organizes the communication—Clarifies purpose and importance; stresses major points; follows a logical sequence.
• Maintains audience attention—Keeps the audience engaged through use of techniques such as analogies, illustrations, humor, an appealing style, body language, and voice inflection
• Adjusts to the audience—Frames message in line with audience experience, background, and expectations; uses terms, examples, and analogies that are meaningful to the audience.
• Ensures understanding—Seeks input from audience; checks understanding; presents message in different ways to enhance understanding.
• Adheres to accepted conventions—Uses syntax, pace, volume, diction, and mechanics appropriate to the media being used
• Comprehends communication from others—Attends to messages from others; correctly interprets messages and responds appropriately.
Safety Focus
Identifying and improving conditions that affect own and others’ safety; upholding safety standards.
• Must have a valid driver’s license.
• Follows safe operating practices—Complies with safe operating practices and procedures; verifies own precision when taking actions that affect own and others’ safety.
• Identifies safety issues—Checks equipment and work area regularly to ensure safety and compliance; identifies hazards and improvements that could prevent safety problems; evaluates impact of decisions and actions on own and others’ safety.
• Takes corrective action—Reports or corrects hazards immediately; makes recommendations to improve safety and prevention
• Speaks up— constructively voices safety observations or concerns; raises difficult safety issues to leaders
Technical/Professional Knowledge - Having achieved a satisfactory level of technical and professional skill or knowledge in position-related areas; keeping up with current developments and trends in areas of expertise.
• Understand the technical language of the job
• Understand technical components of the job
• Use technical knowledge or skills not easily or quickly learned on the job
• Understand what the results of a task, function, or process should be
• Perform technical or specialized work
• Accomplish complex tasks without asking for guidance or instruction
• Stay aware of current developments and trends in all relevant technical/professional knowledge areas
Specific areas:
Computers & Electronics - knowledge of computer hardware and software
Sales & Marketing - knowledge of principles and methods for showing, promoting, and selling products or services. This includes marketing strategy and tactics, product demonstration, sales techniques, and sales control systems.
Clerical - Knowledge of administrative and clerical procedures and systems such as word processing, managing files and records, stenography and transcription, designing forms, and other office procedures and terminology
• 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
• 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
• 2 - 4 years Auction experience or 3 - 5 years dealership experience strongly preferred. Previous experience in sales or sales support.
EDUCATION:
• High School, GED or Vocational School Diploma required, Bachelor’s degree preferred.
The Dealer Account Representative (DAR) is responsible for managing assigned dealer customer relationships for Manheim with the goal of retaining and growing those customers by providing a personalized auction experience and promoting the “One Manheim” philosophy regardless of sales channel or physical location. DAR’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 DAR is responsible for helping ensure that we deliver a personalized, low-effort, and positive auction experience for our dealer customers. While the DAR’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 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 service accounts and build relationships at dealer locations up to three days a week.
• Actively service assigned customer accounts selling new or incremental services.
• Develops and executes on a plan to grow revenue of assigned accounts.
• 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
• 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 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 for assigned accounts (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)
• Review dealer lanes to ensure dealers are placed based on market guidelines (ie. sales percentage)
• Plan, execute, and follow up on opportunities for growth
• Rep cars and monitors lanes on sale day (unit order/dry lanes) 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 Recon work, CRs, and PSI
• Update floors and announcements
• Work “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
• 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
Initiating Action
Staying with a position or plan of action until the desired objective is obtained or is no longer reasonably attainable. • Take timely action when confronted with a problem or when made aware of a situation
• Take independent action – implement new ideas or potential solutions without prompting; does not wait for others to take action or to request action.
• Seek opportunities to go above and beyond job requirements in order to achieve stated goals and objectives
Sales Persuasion
Gaining prospect or customer commitment to a product, service, or idea by using effective influence strategies • Clarifies the customer’s situation—Uses open-ended questions to identify key decision makers and uncover the customer’s needs, concerns, and desired outcomes; summarizes to ensure own understanding of the customer’s perspective.
• Empathizes with customers—Listens carefully to customer’s concerns; acknowledges the situation and the associated feelings expressed by the customer to build trust and overcome resistance.
• Shares own perspective to build trust—Discloses own goals, experiences, and insights related to the situation to encourage open discussion and build confidence in one’s intentions
• Demonstrates capability—Presents products, services, or ideas using a persuasive approach that clearly shows how the solution would meet needs and provide benefits; leverages supporting evidence
• Tailors influence strategy—Adjusts persuasive approach to minimize anticipated objections and address unique preferences of key decision makers; adapts influence strategy based on customer cues to keep individuals engaged emotionally and rationally
• Confirms customer’s commitment—Gauges the customer’s readiness to commit to action and then builds agreement on outcomes and actions to advance the sale; suggests meetings with others who can influence buying decisions; confirms next steps and offers support
Continuous Learning
Actively identifying new areas for learning; regularly creating and taking advantage of learning opportunities; using newly gained knowledge and skill on the job and learning through their application.
• Targets learning needs – seeks and uses feedback and other sources of information to identify appropriate areas for learning
• Seeks learning needs – identifies and participates in appropriate learning activities (e.g. courses, reading, self-study, coaching, experiential learning) that help fulfill learning needs
• Maximizes learning – actively participates in learning activities in a way that makes the most of the learning experience (e.g. takes notes, asks questions, critically analyzes information, keeps on-the-job application in mind, does required tasks)
• Applies knowledge or skill – puts new knowledge, understanding, or skill to practical use on the job; furthers learning through trial and error
• Takes risks in learning – puts self in unfamiliar or uncomfortable situation in order to learn; asks questions at the risk of appearing foolish; takes on challenging or unfamiliar assignments.
Managing Work (includes Time Management)
Effectively managing one’s time and resources to ensure that work is completed efficiently
• Prioritizes – identifies more critical and less critical activities and tasks; adjusts priorities when appropriate
• Makes preparations – ensures that required equipment and/or materials are in appropriate locations so that own or others’ work can be done effectively
• Schedules – effectively allocates own time to complete work; coordinates own and others’ schedules to avoid conflicts.
• Leverages resources – take advantages of available resources (individuals, processes, departments, and tools) to complete work effectively
• Stays focused—Uses time effectively and prevents irrelevant issues or distractions from interfering with work completion
Stress Tolerance
Maintaining stable performance under pressure or opposition (e.g., experiencing time pressure, conflict, or job ambiguity); handling stress in a manner that is acceptable to others and to the organization.
• Maintains focus—Stays focused on work tasks and productively uses time and energy when under stress
• Maintains relationships—Presents a positive disposition and maintains constructive interpersonal relationships when under stress
Copes effectively—Develops appropriate strategies to prevent or alter conditions that create stress and to sustain physical and mental health
Building Customer Loyalty
Effectively meeting customer needs; building productive customer relationships; taking responsibility for customer satisfaction and loyalty.
• Uses Key Principles—Establishes good interpersonal relationships by helping people feel valued, appreciated, and included in discussions (enhances self-esteem, empathizes, involves, discloses, supports)
• Acknowledges the person—Greets customers promptly and courteously; gives customers full attention.
• Clarifies the current situation—Asks questions to determine needs; listens carefully; provides appropriate information; summarizes to check understanding.
• Meets or exceeds needs—Acts promptly in routine situations; agrees on a clear course of action in non-routine situations; takes opportunities to exceed expectations without making unreasonable commitments.
• Confirms satisfaction—Asks questions to check for satisfaction; commits to follow-through, if appropriate; thanks customer.
• Takes the “heat”—Handles upset customers by hearing the customer out, empathizing, apologizing, and taking personal responsibility for resolving customer problems/issues
Communication
Clearly conveying information and ideas through a variety of media to individuals or groups in a manner that engages the audience and helps them understand and retain the message.
• Organizes the communication—Clarifies purpose and importance; stresses major points; follows a logical sequence.
• Maintains audience attention—Keeps the audience engaged through use of techniques such as analogies, illustrations, humor, an appealing style, body language, and voice inflection
• Adjusts to the audience—Frames message in line with audience experience, background, and expectations; uses terms, examples, and analogies that are meaningful to the audience.
• Ensures understanding—Seeks input from audience; checks understanding; presents message in different ways to enhance understanding.
• Adheres to accepted conventions—Uses syntax, pace, volume, diction, and mechanics appropriate to the media being used
• Comprehends communication from others—Attends to messages from others; correctly interprets messages and responds appropriately.
Safety Focus
Identifying and improving conditions that affect own and others’ safety; upholding safety standards.
• Must have a valid driver’s license.
• Follows safe operating practices—Complies with safe operating practices and procedures; verifies own precision when taking actions that affect own and others’ safety.
• Identifies safety issues—Checks equipment and work area regularly to ensure safety and compliance; identifies hazards and improvements that could prevent safety problems; evaluates impact of decisions and actions on own and others’ safety.
• Takes corrective action—Reports or corrects hazards immediately; makes recommendations to improve safety and prevention
• Speaks up— constructively voices safety observations or concerns; raises difficult safety issues to leaders
Technical/Professional Knowledge - Having achieved a satisfactory level of technical and professional skill or knowledge in position-related areas; keeping up with current developments and trends in areas of expertise.
• Understand the technical language of the job
• Understand technical components of the job
• Use technical knowledge or skills not easily or quickly learned on the job
• Understand what the results of a task, function, or process should be
• Perform technical or specialized work
• Accomplish complex tasks without asking for guidance or instruction
• Stay aware of current developments and trends in all relevant technical/professional knowledge areas
Specific areas:
Computers & Electronics - knowledge of computer hardware and software
Sales & Marketing - knowledge of principles and methods for showing, promoting, and selling products or services. This includes marketing strategy and tactics, product demonstration, sales techniques, and sales control systems.
Clerical - Knowledge of administrative and clerical procedures and systems such as word processing, managing files and records, stenography and transcription, designing forms, and other office procedures and terminology
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
• 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
• 2 - 4 years Auction experience or 3 - 5 years dealership experience strongly preferred. Previous experience in sales or sales support.
EDUCATION:
• High School, GED or Vocational School Diploma required, Bachelor’s degree preferred.
Organization : Manheim
Primary Location : US-OR-Portland-3000 N Hayden Island Dr
Employee Status : Regular
Job Level : Individual Contributor
Shift : Day Job -
Schedule : Full-time
Unposting Date : Ongoing