Supervisor, Commercial Services (Manheim Cincinnati)
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About The Position
The Commercial Services Supervisor plays a pivotal role in ensuring positive client experiences and success across the locations supported. This position is responsible for managing employee work schedules, determining the optimal sales strategy for client vehicles across both physical and digital sales channels, auditing transactions for accuracy, and resolving client needs efficiently both in-person and through verbal and written communication methods. The supervisor collaborates with departments at the physical site to provide input for improvements and communicate effectively on challenges and system changes affecting clients and team members. This role is vital for maintaining client requirements and fostering a collaborative spirit for success throughout the entire Commercial Services department and other departments at the location. In this role, the supervisor will oversee day-to-day operations, providing oversight and direction to employees in the operating unit. They will work with managers to review work volumes, plan, and continuously monitor staffing levels to ensure efficiency, work quality, prioritization, and superior customer service. The supervisor will audit work completed by Commercial Account Administrators and the Posting and Procurement department for accuracy, logging audit discrepancies and providing opportunities for addressing trends with performance or system issues. They will serve as a point person for the resolution of customer issues in partnership with the Commercial Sales Team and Major Accounts, identifying, assessing, and resolving issues while referring unresolved customer conflicts to designated departments for further investigation. Additionally, the supervisor will collaborate with other departments, locations, commercial clients, and Manheim groups to ensure client success, address issues impacting employees, and assure an overall positive experience for both clients and employees. They will communicate with managers on challenges, process changes, and new accounts, providing input for improvements, diagnostic tools, and processes. The supervisor will coordinate and oversee the sales preparation for commercial accounts, ensuring accurate collection of vehicle and account information as defined in the clients' Standard Operating Procedures (SOP). Utilizing a deep understanding of the automotive business and clients' business models, they will strategically align Cox Automotive's suite of products and services to ensure client success. Cultivating and maintaining positive relationships with commercial account representatives, their teams, and major commercial clients, including banks, is also a key responsibility. The supervisor will utilize strong relationships with commercial clients to address concerns, fulfill requests, and promote upselling of Cox Automotive services. They may supervise the Outside Commercial Coordinator team who work closely with client account representatives to coordinate vehicles for sale, review work performed, ensure appropriate and timely sale line-up, and ensure effective operational flow. Furthermore, the supervisor will develop and nurture team members' strengths and identify areas for improvement through encouragement with goal setting, feedback, employee recognition, rewards, and performance development planning. They will also develop new commercial accounts and increase volume with existing customers through proactive outreach. Finally, the supervisor will visibly demonstrate safety commitment by following all safety and health procedures and modeling the behaviors related to such, working in cooperation with safety leadership in support of all safety activities aligned with Safety Excellence.
