Commercial Accounts Supervisor (Manheim)

Company

Cox Automotive - USA

Job Family Group

Customer Care Group

Job Profile

Supervisor, Client Service Quality

Management Level

Supervisor

Flexible Work Option

No remote option; must work at a specified Cox location

Travel %

Yes, 5% of the time

Work Shift

Day

Compensation

Compensation includes a base salary of $70,100.00 - $105,100.00. 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.

Job Description

The Supervisor of Client Services is a servant leader responsible for creating and maintaining the highest level of team engagement, client experience, and profitability for their business.  

This leader will train, develop, and coach their team and establish success criteria to ensure execution and delivery based on client expectations.  The Supervisor of Client Services will maintain strong relationships with the clients and carrier partners they serve and ensure alignment across the entire organization.

Key Responsibilities:

• Supervises Client Services Team

• Coach, develop, and empower team members and create a cohesive team environment between team members in the field and home office.

• Champion our LDM operating model and ensure team engagement and objectives are achieved.

• Establish a cadence of communication and touch points to ensure client expectations and performance metrics are clear and aligned across all team members with guidance from manager.

• Establish and deliver success criteria for achieving business goals and objectives.

• Partner with peers across Operations, Pricing, and other Cox Automotive support teams to ensure that all aspects of their team are optimal (e.g. pricing based on market dynamics, carrier capacity and utilization, reporting and transparency, etc.)

• Demonstrate business acumen and analytical skills required to support key performance indicators, goals and objectives, and profitability goals.  

• Monitors KPI execution and evaluation across locations / service areas. • Identifies systems, recurrent and other significant issues, recommending and driving implementation of resolution strategies.

• Addresses issues escalated by less experienced team members, allied teams and customers.

• Develops and distributes management reports encapsulating quality assurance (QA) issues and progress.

• Support desired team member satisfaction, sales objectives, client experience and margin goals.

• Logistics sales and profitability: support/develop/implement plan to improve the following:

• Process redesign, system and tool strategy and implementation, operating metrics tracking/ranking, incentive systems, partner with LDM.

• Manage account relationships, maintain effective communications and ensure customer requirements are met. 

• Work with commercial clients to relay information regarding the condition of their car and obtain required approvals to move forward with reconditioning and repairs.

• Respond to customer inquiries relating to vehicles.  Provide quality service and assist in resolving problems.

• Visibly demonstrate 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.

Qualifications:

Minimum-

• High School Diploma/GED and 5 years’ experience in a related field. The right candidate could also have a different combination, such as a bachelor’s degree in a related discipline and 3 years’ experience in a related field; a master's degree and 1 year of experience; or a Ph.D. and up to 1 year of experience.

• Proven change leader 

• Servant leader with proven ability to develop high performing teams.

• Demonstrated ability to operate effectively in highly matrixed environments.

• Demonstrated track record of assessing, developing, and empowering talent. 

• Demonstrated track record of business analytics insights and cost management.

• Strong negotiation skills and the ability to influence others.

Preferred-

• BS/BA degree in Business Administration, Supply Chain Management, Finance, Economics, or related discipline strongly preferred.