Description
This role oversees and manages dealer client service and operations at either a high-volume location or multiple low to moderate volume Manheim physical sites. The focus will be on determining the optimal sales strategy for client vehicles across both physical and digital sales channels. Leads and directs supervisors to optimize work volumes and staffing levels, ensuring operational efficiency and excellent customer service. Drives team development by reviewing performance indicators and implementing improvement strategies. Implements a robust performance management process aligned with organizational expectations and utilizes tools for goal accomplishment. Acts as a Manager-Level escalation point for complex customer issues and fosters transparent communication to collaborate with clients and various Manheim groups, ensuring smooth operational and administrative sales processes.
• Manages and provides direction to supervisors on work volumes, planning, and continuous monitoring of staffing levels to ensure efficiency, work quality, prioritization, and superior customer service.
• Monitors the daily processes of the department, through the department leads or supervisors, to ensure objectives are achieved, deadlines are met and adherence to all company policies and client SLAs are achieved.
• Develops and recommends solutions for clients that are mutually rewarding using Cox Automotive products, services, and resources.
• Consults with clients on recommended digital sales strategies to post vehicles using Cox Automotive channels.
• Utilizing a deep understanding of the automotive business and clients’ business models, strategically align Cox Automotive’s suite of products and services to ensure client success.
• Function as a Manager-Level escalation point and liaison for Dealer Services Specialists and internal teams, serving as a key contact to address and resolve complex customer issues. Engage proactively with internal and external stakeholders, ensuring effective and prompt resolution of escalated customer requests.
• Collaborates with other departments, physical sites, and leadership – ensuring ongoing communication, coordination of activities and a high quality of customer service both internally and externally. • Partner with outside sales teams to develop new client accounts and increase volume with existing clients through proactive outreach. Utilize strong relationships and a consultative approach with clients to address concerns, fulfill requests, and promote complementary Cox Automotive products and services.
• Spearhead the comprehensive development of the team, encompassing the review of team performance against indicators, strategic development, and execution of improvement strategies. Simultaneously, cultivate a high-performing team by recruiting, orienting, training, and supervising staff, providing educational opportunities, and offering counsel or discipline when necessary.
• Implement a robust performance management and development process, aligning with organizational expectations for productivity, quality, continuous improvement, and goal accomplishment using tools and daily metric goals. Develop and nurture team members’ strengths and identifying areas for improvement through encouragement with goal setting, feedback, employee recognition, rewards, and performance development planning.
• Maintain transparent communication. Appropriately communicate organization information through department meetings, one-on-one meetings, and appropriate email, Teams chats, and regular interpersonal communication.
• 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.
• Perform any other duties assigned.
REQUIRED EXPERIENCE & SPECIALIZED KNOWLEDGE AND SKILLS
• Equivalent combination of education and work-related experience
- BA/BS and 10 years of experience with at least 3 years’ experience in a management/leadership role
- Master’s Degree and 8 years of experience
- Ph.D. and 5 years of experience
- At least 14 years in a management/leadership role
•Experience in the automobile industry or the auction business preferred.
•Customer service experience required.
•Experience coaching and leading others preferred.
•Ability to foster productive and professional internal and external business relationships required.
•Strong verbal and written communication skills required.
•Strong interpersonal skills required.
•Strong ability to problem-solve and de-escalate heated situations required.
•Strong organizational skills required.
•Good computer software skills necessary. Must possess basic Microsoft Excel, Word, and Outlook skills.
•Ability to sit or stand for prolonged periods of time.
•Ability to perform repetitive data entry tasks, manual dexterity.
•Vision abilities required include close, distance and depth perception.
Drug Testing:
To be employed in this role, you'll need to clear a pre-employment drug test. Cox Automotive does not currently administer a pre-employment drug test for marijuana for this position. However, we are a drug-free workplace, so the possession, use or being under the influence of drugs illegal under federal or state law during work hours, on company property and/or in company vehicles is prohibited.
Compensation:
Compensation includes a base salary of $77,800.00 - $116,700.00. The base salary may vary within the anticipated base pay range based on factors such as the ultimate location of the position and the selected candidate’s knowledge, skills, and abilities. Position may be eligible for additional compensation that may include an incentive program.
Benefits:
The Company offers eligible employees the flexibility to take as much vacation with pay as they deem consistent with their duties, the company’s needs, and its obligations; seven paid holidays throughout the calendar year; and up to 160 hours of paid wellness annually for their own wellness or that of family members. Employees are also eligible for additional paid time off in the form of bereavement leave, time off to vote, jury duty leave, volunteer time off, military leave, parental leave, and COVID-19 vaccination leave.
About Cox Automotive
At Cox Automotive, people of every background are driven by their passion for mobility, innovation and community. We transform the way the world buys, sells, owns and uses cars, accelerating the industry with global powerhouse brands like Autotrader, Kelley Blue Book, Manheim and more. What’s more, we do it all with an emphasis on employee growth and happiness. Drive your future forward and join Cox Automotive today!
About Cox
Cox empowers employees to build a better future and has been doing so for over 120 years. With exciting investments and innovations across transportation, communications, cleantech and healthcare, our family of businesses – which includes Cox Automotive and Cox Communications – is forging a better future for us all. Ready to make your mark? Join us today!
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Benefits of working at Cox may include health care insurance (medical, dental, vision), retirement planning (401(k)), and paid days off (sick leave, parental leave, flexible vacation/wellness days, and/or PTO). For more details on what benefits you may be offered, visit our benefits page.
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 provides reasonable accommodations when requested by a qualified applicant or employee with disability, unless such accommodations would cause an undue hardship.
Statement to ALL Third-Party Agencies and Similar Organizations: Cox accepts resumes only from agencies with which we formally engage their services. Please do not forward resumes to our applicant tracking system, Cox employees, Cox hiring manager, or send to any Cox facility. Cox is not responsible for any fees or charges associated with unsolicited resumes.
