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

Hybrid - Ability to work remotely part of the week

Travel %

No

Work Shift

Day

Compensation

Compensation includes a base salary in the range of $61,100.00 - $91,700.00. 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.

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. They are accountable for the entire logistics portfolio of services for their clients regardless of mode of transport - trucking, rail, local delivery, etc., inbound or outbound.

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
- Introduce client transparency and reporting via various media (e.g. scorecards, VoC, etc.)
- Partner with peers across Operations, and other Cox Automotive support teams to ensure that all aspects of their team are optimal
- Demonstrate business acumen and analytical skills required to support key performance indicators, goals and objectives, and profitability goals

Outputs:
- 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

Qualifications:
- High school diploma or GED required.
- BS/BA degree in Business Administration, Supply Chain Management, Finance, Economics, or related discipline strongly preferred

- Live in the Greater Phoenix area due to required office days
- 5+ years of automotive industry and/or logistics experience preferred
- 3+ years leadership role preferred
- 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

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, and parental 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 com