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Job Details

Senior Client Service Manager

Company name
Cox Automotive, Inc.

Hamilton, OH, United States

Employment Type

Customer Service, Manager, Account Management

Posted on
Jan 04,2019

Valid Through
Apr 19,2019

Apply for this job


Senior Client Service Manager','1819704','','Cox Automotive','!*!

Job Description:This position supervises and directs

the daily functions of Dealer Services and Commercial departments who

work with Manheim customers and location operational groups to ensure that the

sales runs smoothly both operationally and administratively. The position

works closely with Field Sales Team & Corporate Major Dealer &

Commercial Account groups to ensure that customer expectations are met or

exceeded.  The position promotes and educates customers on the

various products and services provided by Manheim. 





Assigns inside and outside

support responsibilities to teams in both Dealer Services &

Commercial Accounts departments as appropriate for the location

and ensures duties are effectively executed by team.  Ensures that

team represents the Dealer Sales Lane at the location on sale days

—promotes services such as Manheim Certified, accept and solicits reserve

numbers from Dealers, assigns run numbers, reps vehicles on the

block, works “IF” counter, upsells products and services, etc. Partners with

department managers, market sales team, and other coordinators to

ensure each vehicle crosses the auction block on sale day and or is posted

on OVE; also responsible for ensuring vehicles are re‐ran if needed.  Works directly with

customers onsite & via email & phone, to establish

and maintain close working relationships, good rapport, and highest

expectations of service with all commercial, dealer, specialty, and TRA

accounts. Sets an example of professionalism

and sincere appreciation for the business relationships that have been

established among the dealers and Manheim.  Assists manager in

addressing any findings of unethical behavior and/or failure to

adhere to the auction’s policies and procedures.  Serves as the point person for

resolution of customer issues at the location in partnership with Field

Sales Team & Corporate Major Dealer and Commercial

Accounts. Partners with managers from

Operations, Recon, and other departments to address any issues related to

readiness of vehicles. Visibly demonstrate safety

commitment by following all safety and health procedures and modeling the

behaviors related to such. Work in cooperation with safety leadership in

support of all safety activities aligned with Safety

Excellence.  Represent the perspective of

Auction partners in development of, Simulcast and

business practices, processes and policies. Leads the education

of Commercial and Dealer customers on Online Vehicle

Exchange, Simulcast, and on other Manheim

services, especially MMR to ensure Manheim sets

realistic expectations on selling cars.  Provide assistance and training in

usage. Supervise the preparation of

pre- and post-sale reports as required by consignor, and ensure work is

completed accurately and timely, charges are

correctly posted and records are maintained according to

contract requirements. Oversee TRA and Specialty

functions ensuring positive customer relationships, focus on growth of

business, successful sale execution, completion of quality repairs, and

appropriate preparation of records for customer accounts. Monitor & ensure that

changes to vehicles are posted timely and accurately seeing to it that

vehicle records are maintained in compliance with contract

requirements.  Coordinate and review customer

files and account records with appropriate managers to efficiently monitor

aged inventory and title delays.  Respond to customer issues

where the Administrator does not have the authority and escalate when

necessary.  Will also resolve overflow of issues when the

Customer Account Manager is unable to respond in a timely manner. Supervise the work of

commercial accounts staff by determining work procedures, preparing work

schedules, expediting the workflow, assigning duties and examining work

for accuracy and conformance to policies and procedures. Schedule sale for commercial

accounts after completion of the pre-sale reconditioning and required

paperwork. Coordinate customer contact functions, such as redemptions, end

of term lease, new car delivery and other customer inquiries. Oversee and supervise clerical

staff to ensure paperwork is processed accurately and provided to the

customer in a timely manner. Maintain accurate account

records and a positive customer relationship by ensuring efficient and

accurate handling and resolution of account problems. Develop new accounts through

personal and telephone contact with potential customers and increase level

of consignment with existing customers. Maintain communication with

other departments and management team providing relevant information to

coordinate activities of the department and ensure high quality of service

to both internal and external customers. Support the

development, deployment and maintenance of Department policies,

practices and procedures. Train and ensure support

staff is compliant with standard business practices in

order to provide a consistent high-quality facilitation services

within the marketplace. Assist in development and

reporting of accurate and efficient key business drivers as well

as the review of Quality Assurance, Transactions, Service

Levels, and other key department metrics for all online channels. Participate in operational

process development and implementation of projects.  Will require

knowledge of auction operations, problem solving skills, leadership

skills, effective meeting skills, ability to work in groups, and the

ability to provide constructive feedback. Lead and work on strategic

projects for the Operating Location for online transaction

fulfillment. Visibly demonstrate safety

commitment by following all safety and health procedures and modeling the

behaviors related to such. Work in cooperation with safety leadership in

support of all safety activities aligned with Safety

Excellence.   Works with manager to review

work volumes, plan and continuously monitor staffing levels to ensure

efficiency, quality work product, and effective customer service; review

departmental performance against key performance indicators and

metrics and develop and execute strategies for improvement.   Assist manager in

maintaining and developing assigned staff by recruiting,

selecting, orienting, and training employees, and by providing educational

opportunities. Counsel and discipline employees as necessary. Plan,

monitor and evaluate job performance, and conduct performance

appraisals. Effectively leads the team at

the location by setting an example in behavior, championing Cox/Manheim

values and ensuring that all employees are treated with

respect. Enforce all company policies

and procedures related to employee and customer conduct.  Partner with various market

level support teams (i.e. Finance, HR, MFS, Recon, Safety, Security,

Sales) to ensure effective and efficient operational processes that align

with company objectives and strategies and high quality customer

service and support. Performs other duties as



High School Diploma or

equivalent required; some college preferred. 1-3 years of previous

management/supervisory experience or 2-4 years of customer service or

sales support experience strongly preferred. Excellent leadership and

supervisory skills. Strong customer service

orientation. Excellent communication

(written and verbal) and interpersonal skills required. 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. 



Cox Automotive


Cox Automotive

is transforming the way the world buys, sells and owns cars with

industry-leading digital marketing, retail, financial and wholesale solutions

for consumers, dealers, manufacturers and the overall automotive ecosystem

worldwide. The Cox Automotive family includes Autotrader®,®,

Dealertrack®, Kelley Blue Book®, Manheim®, NextGear Capital®, vAuto®,

VinSolutions®, Xtime®, incadea® and a host of other brands. With a complete and

connected view of the automotive ecosystem, Cox Automotive is a global company

connecting people, cars and capabilities with services that link the automotive

value chain. Cox Automotive is a subsidiary of Cox Enterprises. For more

information about Cox Automotive, visit


Cox is an

Equal Employment Opportunity employer - All qualified applicants/employees will

receive consideration for employment without regard to that individual’s age,

race, color, religion or creed, national origin or ancestry, sex (including

pregnancy), sexual orientation, gender, gender identity, physical or mental

disability, veteran status, genetic information, ethnicity, citizenship, or any

other characteristic protected by law.


','Cox Automotive','US-OH-Hamilton-4969 Muhlhauser Rd','','Regular','Manager/Senior Manager','Day Job','','Yes, 25 % of the Time','Full-time','Ongoing','Senior Client Service Manager

Company info

Cox Automotive, Inc.
Website :

Company Profile
Cox Automotive is a leading provider of products and services that span the automotive ecosystem worldwide. We’ve built the strongest portfolio in the industry with more than 20 brands that together provide end-to-end digital marketing, wholesale and commerce solutions for customers large and small. Our goal is to simplify the trusted exchange of vehicles and maximize value for dealers, manufacturers and car shoppers.

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