As an ADESA Dealer Relations Manager, you will lead the customer service experience of our dealer customers at the auction. You will develop a high-performing team that will exceed expectations. Our DRMs maintain a strong understanding of operational and sales processes for dealer consignment. Those who communicate effectively, as well as understand the importance of maintaining relationships, will thrive in this position.
Your Impact
A committed Dealer Relations Manager is dedicated to recruiting, retaining, and developing a dealer consignment operations team. You will develop strategy and inspire the team to achieve operational objectives related to dealer consignment. You will contribute to our business growth in an innovative atmosphere as a valued member of our ADESA community.
Your Attributes
We are looking for a motivated, encouraging leader who demonstrates our core values daily. ADESA DRMs encompass characteristics and attributes that are vital to the position. Passion, integrity, adaptability and positivity are essential qualities for this role.
Responsibilities
Liaison with the KAR sales team to ensure a seamless transition from sales to auction
Work closely with the sales team to ensure the best possible customer experience
Act as the at-auction point person for all dealer related needs
Provide direction and oversight in the execution of auction processes for efficient auction runs
Support operational administration to move cars through dealer sales process with strong understanding of processes, collaboration across the organization and communication internally
Influence and lead others as a people, customer and business manager
Engage with customers and employees in a transparent, reliable, and positive manner
Demonstrate knowledge of products and services and maximize our technology
Skills & Attributes
Strong verbal and written communication skills
Sales and customer focused, with an organized and systematic approach to the work
Demonstrated ability to follow-through both with both internal partners and external customers
Forward-thinking
Leads through encouragement and coaching, navigates conflict through positive conflict resolution
Detail oriented and consistent in the execution of job duties
Style
Excel in a fast-pace, high-pressure environment where speed and quality are paramount
Self-motivated in order to drive sales and close deals
Ability to demonstrate professional behavior always
Experience
High School or GED required
College education preferred
Two or more years of people management experience
Five to seven years of customer service experience
Qualified to operate a motor vehicle and possesses a valid driver’s license
Automotive/auction experience preferred
CRM experience preferred
Responsibilities & Duties
Operate the dealer consignment center in accordance with corporate guidelines to ensure achievement of maximum sales volume in the most profitable way possible.
Support end to end solutions for dealer customers and advise the sales team on products and customer related needs.
Coordinate the services ordered by the customer and communicate the work to the auction operations team.
Ensure that fast and friendly service is provided to the dealer customers in support of growth to the customer base.
Inspect work performed by auction operations to ensure that the work conforms to the customer’s request.
Monitor and ensure compliance with all dealer consignment sellers on all contractual customer agreements.
Assist auction management and sales in collecting outstanding receivables.
Ensure all department employees are properly trained and held accountable for all aspects of dealer consignment support coordination and customer service.
Participate on sale day; represent vehicles for absentee seller customers and authorize transactions across the block per customer’s instructions.
Establish and build personal relationships with dealer consignment customers while actively pursuing new business on sale day.
Retain existing customers to enhance volume of auction sales.
Monitor all dealer accounts and work with other managers to ensure compliance with sale plan layouts, corporate requirements and other directives. Advise and assist with corrective procedures, if needed.
Ensure the use of marketing tools on selected customer accounts as instructed.
Ensure accurate and timely reconciliation of dealer consignment accounting with weekly and monthly corporate reports. Initiate and follow up on discrepancies.
Direct proper record keeping and follow-through on all sales promotions and advertising at auction.
Recommend new customer service procedures to the General Manager.
Resolve any customer complaints in a friendly, courteous manner. Advise the General Manager or designated manager of all serious complaints or incidences.
Perform recruiting and hiring procedures for the department per policy.
Develop and train all employees within the department by company standards and guidelines.
Ensure the dealer consignment department is always properly staffed; develop and post weekly work schedules for all department employees. Control regular and overtime payroll within budgets.
Utilize performance management tools to ensure development of department employees.
Maintain positive employee relations and morale. Practice sound leadership and human relations principles to promote teamwork always. Set a good personal example of attitude and performance. Resolve employee relations problems, complaints, suggestions, etc. Follow-through and communicate employee relations problems to the General Manager and Human Resources. Evaluate and take positive, consistent, disciplinary action on infractions of company policies and procedures as defined in the employee disciplinary policy.
Ensure proper follow-through on all directives, bulletins, schedules and accounting from the General Manager, designated manager or other corporate sources. Conduct employee meetings frequently to communicate Company and department issues and build teamwork among the employees. Maintain a good flow of communication with General Manager and office personnel.
Attend a Profit and Loss Statement review each accounting period with the Controller and General Manager.
Monitor all local competition and recommend competitive strategies to the General Manager and marketing department.
Benefits for Full-Time Employees commence on the first of the month following 30 days of employment. Benefits include:
3 Medical Plan Options, 2 Dental Plan Options and 2 Vision Plan Options
Health Savings Account – Portable account used to pay for medical expenses and funded with Pre-tax Deductions and Annual Employer Contributions ($750 Individual Coverage/ $1,500 for Family Coverage)
401K Plan with 100% Employer Match on first 4% Employee Contribution
The following Benefits are 100% Employer Paid: 2x Salary Life Insurance, 65% Salary Short Term Disability, 2/3x Salary Long Term Disability
