Supervisor, Client Service Quality - CAI Inventory Solutions

Cox Communications • Atlanta, GA

8d • Remote

About The Position

Candidates should reside in a market with a Manheim Auction and preferably near a major airport for efficient travel. This position is responsible for performing administrative and clerical duties and customer support functions for all commercial accounts across Northern America, including auction locations, private store sites, and seller payments. The Post-Sale Operations team ensures that balancing sales, payment submittals, payment approvals, transportation assistance, client reporting and client communications are completed timely and accurately for all commercial accounts throughout the nation. Each of these tasks are managed to meet the SLA of individual accounts. This position also manages relationships and communications with both internal and external clients.

Requirements

• High School Diploma/GED and 5 years’ experience in a related field (automotive industry and/or logistics).
• The right candidate could also have a different combination, such as a bachelor’s degree in a related discipline (Business Administration, Supply Chain Management, Finance, Economics) 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
• Working knowledge of basic accounting procedures and standard office equipment (e.g., 10-key, copier, fax).
• Strong computer proficiency, including Microsoft Excel, Word, and Outlook.
• Effective written and verbal communication skills.
• Demonstrated problem-solving, organizational, and analytical skills.
• Ability to perform repetitive data entry tasks with a high level of accuracy and attention to detail.
• Proven ability to operate effectively in a highly matrixed environment.
• Strong negotiation skills with the ability to influence and collaborate with others.
• Demonstrated experience using business analytics to drive insights and support cost management.
• Proven change leader with a servant-leadership mindset and the ability to develop and empower high-performing teams.
• Ability to sit or stand for prolonged periods; manual dexterity and vision abilities including close, distance, and depth perception.

Nice To Haves

• Bachelor’s degree (BS/BA) strongly preferred.
• 3+ years of experience in a leadership role.

Responsibilities

• Assign employee work schedules including assignments, job rotation, training, vacations, and paid time off, telecommuting, cover for absenteeism, and overtime scheduling.
• Audit all work completed by the auction administrators and Posting and Procurement dept to ensure posting accuracy of all buyers, seller, recon fees and any other contractual fees on sold transaction records across North America (Ex. Co-op, AutoIMS, Mechanic and body shop hourly rates, Remarketing fees).
• Become proficient in all knowledge base requirements to resolve clients’ needs as efficiently as possible on an inbound phone queue
• Calculate and post the buyer and seller's transportation assistance/promos in the appropriate system for North America commercial sales.
• Collaborate with other department and locations on issues and concerns that impact team members from completing their daily tasks.
• Communicate with manager on challenges, process and system changes, new accounts, etc.
• Consult with Human Relations and Employee Relations on employee concerns, performance improvement plans, action disciplinary actions, recruit, interview, select, hire, and employ an appropriate number of employees.
• Coordinate with auction administrators and COAST/ARSSC teams on processing payment reversals.
• Develop and nurture team members strengths and identifying areas for improvement through encouragement with goal setting, feedback, employee recognition, rewards, and performance development planning.
• Ensure all post sale processes are completed for all appropriate records, transmission, required reports and related administrative functions are accurate and up-to-date and are achieved by the required SLA time
• Foster a spirit of teamwork and unity among department members that allows for disagreement over ideas, conflict and expeditious conflict resolution, and the appreciation of diversity as well as cohesiveness, support, and working effectively together to enable each employee and the department to succeed.
• Identify, assess, and resolve issues; refer unresolved customer conflicts to designated departments for further investigation
• Lead employees using a performance management and development process to meet the organization's expectations for productivity, quality, continuous improvement, and goal accomplishment
• Log audit discrepancies, providing opportunities for addressing trends with performance or system issues
• Maintain transparent communication. Appropriately communicate organization information through department meetings, one-on-one meetings, and appropriate email, Teams chats, and regular interpersonal communication.
• Manage internal and external account relationships in assigned shared email accounts, Teams channels and phone queues by maintaining effective communications and ensuring all client requirements are met throughout North America.
• Monitor team members workload and/or project progress and report on metrics.
• Override Oracle hold for auction approved payment requests and file request in the corresponding electronic folder for the Internal Control audits.
• Oversee day-to-day operation by providing oversight and direction to the employees in the operating unit in accordance with the organization's policies and procedures.
• Prioritize daily tasks to handle high volume of tasks in a timely and efficient manner
• Provide effective performance feedback through employee recognition, rewards, and disciplinary action, with the assistance of Human Resources, when necessary.
• Review and approve all accurate payment requests and Remarketing fees/Transportation Assistance Bulk Upload received from auction locations or administrators across North America. Follow-up with location/administrator on any submission with discrepancies or missing necessary documents.
• Serve as an escalation point and/or liaison for CCRs, internal teams needing assistance with more in-depth customer requests
• Provide input for improvements, diagnostic tools and process changes

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.
• 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).

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees