26 days old

Customer Care Supervisor

KAR Auction Services
Flint, MI 48502
  • Job Code
    R-232321

Reporting to the Dealer Relations Manager, the Customer Care Supervisor will provide necessary supervision to the Inside Sales Representatives and the Sales Coordinators. The Supervisor acts as a tactical partner by building and maintaining customer/client relationships to grow the business. This position is the point of contact in providing training, feedback, documentation and assisting the sales team in servicing dealer relationships, development of new business, and retention of existing business. The supervisor will assist the Outside Sales Representatives in servicing dealer relationships through the inside sales team. The supervisor assists in educating clients and employees on new and existing services to meet the overall company goals. Perform all duties assigned by the Dealer Relations Manager.

Responsibilities and Duties:

Monitor and supervise the administrative and operational functions of the sales coordinators as set forth by the DRM. Manage the online representation process. Monitor and supervise inside sales team to ensure they execute prompt and courteous service both on the phone and in person. Ensure that proper phone, email and text etiquette is used. Develop and implement a strategy to contact dealers on a daily basis to solicit and develop new buy and sell business via telephone and internet. Maintain current customers and act as a liaison for Outside Sales Representatives, consignment dealers and auction personnel. Ensure the Inside Sale3s team completes a minimum number of calls per day. Train the inside sales team to build strong ADESA.com customer relationships through customer training, education and awareness to match the customers needs to the product offering. Navigate and educate customers on all aspects of ADESA.com and smart phone applications. Monitor, supervise and perform sale day duties, operational duties, and online processes for LiveBlock and DealerBlock as set by Dealer Relations Manager.

Be familiar with policies and procedures for handling all aspects of customer complaints and disputes and resolve in a friendly, courteous manner. Advise the designated manager of serious complaints or incidents. Assist dealers with any problems, discuss PSI results, and coordinate arbitration issues. Effectively and efficiently manage the dealer sales inventory as requested by the customer.

Require proper use and navigation of ADESAs CRM tool.

Responsible for impacting and achieving overall sales goals. Practice and promote teamwork at all times. Set a good personal example of attitude and performance.

Communicate with all departments to ensure proper marketing of sale inventory.

Monitor all local competition and recommend competitive strategies to the Sales Manager (GSM).

Execute all Occupational Health Assessment requirements.

Make sure all Department area conditions do not threaten employee or customer safety. Respond to and follow proper procedures on employee and customer accidents, injuries, and loss or damage to any property. Report all incidents immediately. Practice and instruct all employees in proper loss prevention and reaction procedures. Report all incidents properly and immediately.

Educational Requirements and Qualifications:

  • High School Diploma/GED required.
  • A minimum of (3) three years of account management and/or customer service experience preferred. Previous auction experience preferred. Automotive background would be helpful.
  • Strong computer ability with basic knowledge in Microsoft Office Suite including Word, Excel and Outlook.
  • Ability to work independently and exercise good business judgment and discretion to analyze and address opportunities.
  • Well-organized and responsible with an aptitude in problem-solving
  • Excellent verbal and written communication skills
  • Strong multitasking skills along with the ability to adapt to changing work environments.
  • Demonstrate ability to learn, retain and articulate product related information and provide unscripted responses on appropriate subject matter.
  • Must be qualified to operate a motor vehicle and possess a valid drivers license.

#CB

Benefits: Be healthy, be prepared, save for tomorrow. Take a closer look at our benefits here.







Posted: 2020-02-01 Expires: 2020-03-01
Sponsored by:
Farm Credit Services of America Logo
Sponsored by:
Bank of America Logo

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Customer Care Supervisor

KAR Auction Services
Flint, MI 48502

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