Dealer Services Representative

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POST DATE 8/10/2016
END DATE 10/19/2016

Cox Corporate Services, Inc. Albuquerque, NM

Albuquerque, NM
AJE Ref #
Job Classification
Full Time
Job Type
Company Ref #
Mid-Career (2 - 15 years)
High School Diploma or GED


DescriptionJOB SCOPE

The Dealer Services Account Representative is responsible for managing assigned customer relationships for Manheim s dealer customers with the goal of providing a personalized auction experience and promoting the One Manheim philosophy regardless of sales channel or physical location. The Account Representative will also assist with the support of unassigned accounts, as needed.

The Account Representative s primary responsibility will be to ensure that we deliver a personalized, low-effort, positive auction experience to our dealer customers. 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. The role will also require collaborating with those same groups to identify opportunities for account growth. Account Representatives will partner with and educate customers on the various products, services, and channels provided by Manheim and actively seek opportunities to grow the relationship by recommending potential products and services.


* Acts as a single point of contact for assigned dealer accounts for providing assistance, resolving issues and facilitating sale day requirements

* Serves as interface to improve customer experience and productivity by collecting, analyzing, identifying, and presenting information

* Reviews customer s key performance indicators and recommends solutions for improving conversion rate

* Develop and strengthen relationships with dealers over the phone, online, at the auction through planned contact and meetings

* Working closely with sales to ensure that the data in CRM system accurately reflects sales opportunities

* Assisting with sales, selling, and training of Manheim products and services

* Provide technical assistance and product information to our sales team

* Collaborates with customer account team to identify opportunities for growth

* Works with sales on dealership sales calls for assigned accounts (as needed)

* Performs lead generation (Next Gear, notification of newly registered dealers to sales, etc.)

* Advices dealers on value-added services based on their individual needs (CR, Deal Shield, PSI, Recon, Transportation)

* Collaborates with sales to plan, execute, and follow up on targeted accounts

* Utilize for reporting, lead input and customer performance reviews

* Reps cars and monitors lanes on sale day (unit order/dry lanes) as needed

* Proactively educates assigned customers, as well as other dealers on products, services, and available channels

* Works directly with customer onsite, via email & phone to ensure expectations are met and service issues are resolved

* Makes welcome calls to newly-registered dealers

* Reserves numbers for dealers and sets the lanes

* Registers no sales in the next sale

* Manages transportation requests

* Requests and follows up on Recon work, CRs, and PSI Updates floors and announcements

* Works If bids Load and manage OVE vehicles (dealer & commercial)

* Manages no sale gate passes dealer s business needs

* Provides pre-sale and end of sale reports

* Performs mobile auction account management and support functions

* Champions 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

* 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

* Demonstrates professionalism and sincere appreciation for the business relationships that have been established amongst the dealers and Manheim

* Functions as a solid team player and work closely with teammates, field sales, and customer care to create a superior customer experience

* Works 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

* Performs other duties as assigned by management


* High School, GED or Vocational School Diploma required

* 2 - 4 years Auction experience or 3 - 5 years dealership experience strongly preferred

* Previous experience in sales support role desired

* 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 and have manual dexterity

* Vision abilities required include close, distance and depth perception

Organization:Cox Automotive
Primary Location:US-NM-Albuquerque-3411 Broadway Blvd SE

Employee Status:Regular
Job Level:Individual Contributor
Shift:Day Job-

Unposting Date:Ongoing


Cox Enterprises is a leading communications, media and automotive services company. With revenues of $18 billion and approximately 60,000 employees, the company's major operating subsidiaries include Cox Communications (cable television distribution, high-speed Internet access, telephone, home security and automation, commercial telecommunications and advertising solutions); Cox Automotive (automotive-related auctions, financial services, media and software solutions); and Cox Media Group (television and radio stations, digital media, newspapers and advertising sales rep firms).

The company's major national brands include Autotrader, Kelley Blue Book and Manheim. Through Cox Automotive, the company's international operations stretch across Asia, Australia, Europe and Latin America. To learn more about Cox's commitment to people, sustainability and our communities, please visit

Company Size:
5,001-10,000 Employees
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6305 Peachtree Dunwoody Rd
Atlanta, GA 30328

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