Supervisor, Client Service Quality

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 $64,200.00 - $96,400.00. 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

Job Summary:

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 account representatives they serve.

Key Responsibilities:

• Manage internal and external account relationships.
• Maintain effective communication and ensure all client requirements and performance metrics are clear, met, and aligned across all team members with guidance from manager.
• Coach, develop, and empower team members and create a cohesive team environment between team members
• Champion our LDM operating model and ensure team engagement and objectives are achieved
• Establish and deliver success criteria for achieving business goals and objectives
• Track and document business acumen and analytical skills required to support key performance indicators, goals and objectives, and profitability goals
• 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.
• Maintain compliance with all company policies and procedures 
• Work directly with in person/remote direct reports, via email & phone to ensure expectations are met and service issues are resolved.
• Performs other duties as assigned.

Qualifications:

• 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, Management, Finance, Economics, or related discipline strongly preferred
• 5+ years automotive industry and/or logistics experience preferred
• 3+ years leadership role preferred

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.

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 Us

Through groundbreaking technology and a commitment to stellar experiences for drivers and dealers alike, Cox Automotive employees are transforming the way the world buys, owns, sells – or simply uses – cars. Cox Automotive employees get to work on iconic consumer brands like Autotrader and Kelley Blue Book and industry-leading dealer-facing companies like vAuto and Manheim, all while enjoying the people-centered atmosphere that is central to our life at Cox. Benefits of wo