Commercial Services Lead Specialist (Manheim)

As the lead point of contact for high-touch, complex commercial clients nationwide, this role handles post-sale operations, managing relationships with stakeholders and serving as a liaison for effective communication. The Lead Client Services Specialist role involves troubleshooting escalated client issues, optimizing processes for commercial sales and payments, ensuring timely and accurate task completion to meet contractual timeframes. This role actively contributes to the division's growth by promoting services, playing a pivotal role in onboarding new commercial accounts, and providing advanced training for the team of Commercial Services Specialists.

PRIMARY DUTIES/KEY RESPONSIBILITES

Serve as the escalation point of contact for complex, high-touch client accounts, while championing post-sale activities related to in‐lane, online and private sales nationally.

Audit all charges posted by the auction administrators at 74+ locations and the Posting and Procurement department on all sold records to determine accuracy of the charges/fees. This includes and is not limited to the buyer fees, seller fees, reconditioning fees, sublet repairs, and any other contractual fees on sold transaction records nationwide.

Calculate and post promotional expenses for both the buyer and seller side of a transactions in the appropriate system and submit payment requests for all North America commercial sales.

Override Oracle holds for auction approved payment requests and file request in the corresponding electronic folder for the Internal Control audits.

Generate buyer gate releases on web-based tool when the vehicle is available for release by reviewing buyer’s risk class, payment status and vehicle availability. Often requires collaboration with the Credit and Collection team to determine if a release is available for units over a certain amount or clients with a high-risk class.

Demonstrate Subject Matter Expert (SME) level proficiency in understanding and applying Standard Operating Procedures (SOPs) within the account knowledge base for high touch, complex client accounts, ensuring efficient resolution of client needs and providing quality client service utilizing an inbound phone queue.

Collaborate and communicate with various internal and external clients, including but not limited to less knowledgeable Commercial Services Specialists, auction locations, accounts payable, accounts receivable, arbitration, cash apps, credit & collections, Dealshield, floorplan, mechanic shops, technology, title and OVE/Private Store teams to effectively facilitate resolution of cases with incomplete work, posting discrepancies, payment reversals or on cases that involve a high-risk client.

Serves as the 2nd tier escalation point for more complex issues and liaisons with the Product teams to solution for issues that impeded meeting client SLA’s and to enhance sale completion. Includes items such as fee discrepancies, payment reversals, report errors, transmittal, funding, etc.

Works with the Product team to help develop new technology products (i.e. Sale Balancing tool, EVJ) to enhance sale completion

Partner with less senior Client Services Specialists to provide responsive client support for escalated DealShield/title transactions, ensuring quality service and issue resolution, while efficiently cross-referencing tools to research sale transaction and title location records. Maintain proactive communication by following up regularly with clients, auction locations, and administrators on each case or outstanding issue.

Efficiently manage transaction processing by generating, verifying, and transmitting sale information for high touch, more complex client accounts operating nationwide, while overseeing Private Store transactions, monitoring online notifications, and ensuring comprehensive documentation for all transactions.

Conducts comprehensive audits across 74+ auction locations and the Posting and Procurement department to guarantee fee accuracy on nationwide sold transaction records for assigned high touch, more complex client accounts. Calculates and posts promotional expenses for both buyer and seller sides and submits payment requests. Effectively overrides Oracle holds for approved payment requests, ensuring adherence to internal control audit standards.

Ensure meticulous documentation and reporting by establishing and maintaining essential documents for electronic vehicle jackets and sale files, documenting audit discrepancies to identify performance and system issue trends and creating and maintaining Standard Operating Procedures (SOPs) and other necessary documents for daily tasks and operations.

Represents Dealer Sales online activity for the Private Store sales and educates on other Manheim services and products.

Skilled in processing all client accounts to their SLA for all of North America and can fill in for other admins in their absence.

Proactively identifies and addresses challenges within the admin team, initiating solutions to enhance overall performance. Contributes valuable input for improvements, diagnostic tools, and process changes.

Trains new team members on account specific processes. Works with little supervision and provides support and guidance to team members in the managers absence.

Collaborates across business units to ensure new client onboarding is successful and current clients’ needs are met.

Communicate with accounting, Online, and Operation teams to resolve issues, respond to customer inquiries, and provide quality service. Call upstream buyers post-sale for customer service and trend analysis.

Follow up on vehicle records for post-sale documents by reconciling bills against ordered work/repairs for all client records across the nation. Collaborate with auction administrators and/or Posting and Procurement team members for any missing information or inaccuracies.

Prepare, review and balance all required client and internal post-sale reports using the necessary reporting tools (Mabel, OVE, Workbench, etc.) and finalize transactions in each auction AS400 systems across 74+ locations.

Generate, verify accuracy, and transmit sale information to client via CDT program in Workbench. Investigate any discrepancies in transmission errors with the auction locations or client to ensure the sale files contain accurate information.

Identify sold units and facilitate transactions for Private Store through completion to include but not limited to the following:

Monitor notifications generated online (e.g., purchase confirmation).

Confirm availability and location of vehicle (and title) at the time of sale.

Generate and maintain required documentation for all transactions (e.g., Auction Bill of Sale, Gate Release).

Review, approve and process all accurate payment requests and Remarketing fees/Transportation Assistance Bulk Upload received from auction locations or administrators across the nation in Oracle. Follow-up with location/administrator on any submission with discrepancies or missing necessary documents, documenting all audit discrepancies in issue log to identify performance and/or system issues trends.

Perform related duties as assigned by the supervisor.

Required Experience & Specialized Knowledge and skills

High School Diploma/GED and 7 years’ experience.
OR the right candidate could also have a different combination, such as any level degree/certification beyond a HS diploma/GED in a related discipline and 5 years’ experience;
OR 9 years’ experience in a related field
Bachelor’s degree in a related discipline preferred.
Strong professional verbal and written skills required.
Previous experience training and coaching others in the workplaces is highly preferred.
Knowledge of Microsoft Excel, Word, Outlook required.
Auto-IMS, Salesforce, and Vault skills preferred.
Ability to work independently to carry out assignments to completion within parameters of instructions given, prescribed routines, and standard accepted practices.
Ability to sit or stand for prolonged periods of time.
Ability to perform repetitive data entry tasks, manual dexterity.
Ability to maintain regular, punctual attendance consistent with the ADA, FMLA and other federal, state and local standards.

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:

Hourly pay rate is in the range of $24.23 - $36.35/hour. The hourly base rate may vary within the anticipated 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 commission (annual, monthly, etc.) and/or an incentive program.

Benefits:

Employees are eligible to receive a minimum of sixteen hours of paid time off every month and seven paid holidays throughout the calendar year. 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, and parental leave.

Applicants must currently be authorized to work in the United States for any employer without current or future sponsorship.

Application Deadline: 07/19/2026

EOE, including disability/vets