The Dealer Services Supervisor plays a pivotal role in ensuring positive client experiences and success across the location(s) supported. Responsibilities include 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. Collaborating with departments at the physical site(s), this role provides input for improvements and communicates effectively on challenges and system changes affecting clients and team members. The role is vital for maintaining client requirements and fostering a collaborative spirit for success throughout the entire Dealer Services department and other departments at the location(s).  In addition, this role has responsibility for proactively identifying enhancement opportunities, running reports for trend analysis and compliance, and offering coaching, performance management and training to employees.

Responsibilities:

• Oversee day-to-day operations, providing oversight and direction to employees in the operating unit. 

• Establishes and maintains positive relationships with clients and works with team to:

  • Understand client requirements and expectations,

  • Develop and implement client-specific sales strategies,

  • Manage sales execution,

  • Understand, address, and resolve sales-related issues. 

• Works with managers to review work volumes, plan and continuously monitor staffing levels to ensure efficiency, work quality, prioritization, and superior customer service. 

• Serves as a point person for resolution of customer issues in partnership with the Field Sales Team and Major Accounts.  Identify, assess, and resolve issues; refer unresolved customer conflicts to designated departments for further investigation.  

• Collaborate with other departments, physical sites, clients, and Manheim and/or Cox Automotive groups to ensure client success, address issues impacting employees and assure an overall positive experience for both clients and employees.

• Communicate with managers on challenges, process changes, and new accounts. Provide input for improvements, diagnostic tools, and process.  

• Coordinate and oversee the sales preparation for assigned accounts, ensuring accurate collection of vehicle and account information as defined in the Dealer Services standard operating procedures.

• Partners with managers from Operations, Automotive Service & Repair, and other departments to ensure execution related to readiness of vehicles.

• Utilizing a deep understanding of the automotive business and clients’ business models, strategically align Cox Automotive’s suite of products and services to ensure client success.

• Leads the education of Dealer customers on Online Vehicle Exchange, Simulcast, Manheim.com, Manheim Express and on other Manheim services, especially MMR to ensure Manheim employees set realistic expectations on selling cars. Provide assistance and training in usage.

• Develop and nurture team members’ strengths and identifying areas for improvement through encouragement with goal setting, feedback, employee recognition, rewards, and performance development planning.  

• Visibly demonstrate safety commitment by following all safety and health procedures and modeling the behaviors related to such. Work in cooperation with safety leadership in support of all safety activities aligned with Safety Excellence.    

• Perform any other duties assigned.

Qualifications:

• High School Diploma/GED and 5 years’ experience in a related field. The right candidate could also have a different combination, such as a bachelor’s degree in a related discipline 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

• Experience in the automobile industry or the auction business preferred.  

• Customer service experience required.  

• Experience coaching and leading others preferred.  

• Ability to foster productive and professional internal and external business relationships required.  

• Strong verbal and written communication skills required.  

• Strong interpersonal skills required.  

• Strong ability to problem-solve and de-escalate heated situations required.  

• Strong organizational skills required.  

• Good computer software skills necessary. Must possess basic Microsoft Excel, Word, and Outlook skills.  

• Ability to sit or stand for prolonged periods of time.  

• Ability to perform repetitive data entry tasks, manual dexterity.  

• Vision abilities required include close, distance and depth perception.