Company Cox Automotive - USAJob Family Group Customer Care GroupJob Profile Supervisor, Client Service QualityManagement Level SupervisorFlexible Work Option No remote option; must work at a specified Cox locationTravel % NoWork Shift DayCompensation 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 DescriptionThe 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 TeamCoach, 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 leaderServant 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.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 working at Cox may include health care insurance (medical, dental, vision), retirement planning (401(k)), and paid days off (sick leave, parental leave, flexible vacation/wellness days, and/or PTO). For more details on what benefits you may be offered, visit our benefits page. Cox is an Equal Employment Opportunity employer – All qualified applicants/employees will receive consideration for employment without regard to that individual’s age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law. Cox provides reasonable accommodations when requested by a qualified applicant or employee with disability, unless such accommodations would cause an undue hardship.
