Sales & Service Supervisor

URS Group • Plymouth, MI

13d • Hybrid

About The Position

If you love being the person everyone turns to when they need an answer, this one is for you. As Team Lead, Sales & Service, you are the go-to for a team of Account Executives. They report to you for the questions, escalations, and order issues that come up all day, and your job is to keep them unblocked, supported, and set up to win. This is a service-first, customer-centric role. You will spend your time helping AEs with their day-to-day needs, taking on the harder customer situations yourself, and making sure every account gets a fast, helpful response. Less cold selling, more taking great care of customers and the team that serves them.

Requirements

• Strong customer service and problem-solving skills; calm and clear under pressure
• People skills to coach, support, and motivate a team, and to run effective one-on-ones
• A customer-centric mindset and a real drive to help others succeed
• Organization and prioritization skills to manage a live queue of orders and escalations
• Clear communicator across all levels of the organization and with customers
• Proficient with Microsoft Office, especially Excel, and comfortable learning order, routing, or dispatching systems
• Safety-centered, positive work ethic; builds an upbeat, supportive team atmosphere
• College degree, or equivalent experience, with 1 to 2 years in customer service, sales, or a team-lead role
• Comfort with technology including Microsoft Office (specifically Excel) and order, routing, or dispatching systems
• A track record of helping peers and handling escalated customer situations with care

Nice To Haves

• Preference given to transportation, logistics, or finished vehicle logistics experience

Responsibilities

• Be the first point of contact for Account Executives on day-to-day questions, order issues, and customer escalations
• Conduct regular one-on-ones with each AE to coach, set goals, remove blockers, and support their growth
• Help AEs with their day-to-day needs so they can stay focused on customers
• Handle complex or high-touch customer situations directly, and resolve problems the AEs cannot close on their own
• Keep the team customer-centric: fast responses, clear communication, and follow-through on every account
• Monitor open orders and the service queue throughout the day; prioritize and reassign work to keep volume moving
• Coach the team on process, systems, and customer communication, and share what good looks like
• Build a positive team culture that keeps great people here and makes new hires excited to join
• Track and share key customer satisfaction and service metrics for the team
• Make sure orders and customer information are entered accurately and follow company process
• Partner with operations, OEM, and carrier contacts to keep customers updated on vehicle status and resolve delivery issues
• Look for ways to improve service workflows and reduce repeat issues that slow the team down

Benefits

• Comprehensive medical, dental, and vision coverage
• Generous retirement savings options
• Paid time off
• Zero-dollar-out-of-paycheck medical plan
• Telehealth
• Wellness discounts
• Employee assistance resources
• BCBS PPO Medical with Telehealth
• Delta Dental
• NVA Vision
• Company Paid Life and AD&D
• Supplemental Life
• Dependent Life
• Short-Term Disability
• Employee Assistance Program (EAP)
• New Vehicle Supplier Discounts
• 401(k) with Company Match
• PTO Program (Vacation, Sick, Personal, Jury, Bereavement)
• 6 Paid Holidays

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree