Supervisor Client Service Quality - CAI Inventory Solutions

• 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

• 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.

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

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