Supervisor, Client Service Quality - CAI Inventory Solutions

CompanyCox Automotive - USAJob Family GroupCustomer Care GroupJob ProfileSupervisor, Client Service QualityManagement LevelSupervisorFlexible Work OptionCan work remotely anywhere in the specified countryTravel %Yes, 15% of the timeWork ShiftDayCompensationCompensation 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***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.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 queueCalculate 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 timeFoster 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 investigationLead employees using a performance management and development process to meet the organization's expectations for productivity, quality, continuous improvement, and goal accomplishmentLog audit discrepancies, providing opportunities for addressing trends with performance or system issuesMaintain 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 mannerProvide 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 f