Senior Supervisor, Dealer Services Call Center

What Makes a Honda, is Who makes a Honda

Honda has a clear vision for the future, and it's a joyful one. We are looking for individuals with the skills, courage, persistence, and dreams that will help us reach our future-focused goals. At our core is innovation. Honda is constantly innovating and developing solutions to drive our business with record success. We strive to be a company that serves as a source of "power" that supports people around the world who are trying to do things based on their own initiative and that helps people expand their own potential. To this end, Honda strives to realize "the joy and freedom of mobility" by developing new technologies and an innovative approach to achieve a "zero environmental footprint."

We are looking for qualified individuals with diverse backgrounds, experiences, continuous improvement values, and a strong work ethic to join our team.

If your goals and values align with Honda's, we want you to join our team to Bring the Future!

Job Purpose

Dealer Services supports dealer questions on part inquiries, orders and returns, managing an average of 30,000 contacts (phone calls, emails, and parts returns) per month.
The Dealer Services' Sr. Supervisor is responsible for managing up to 19 Dealer Services' associates located at Parts Centers in the U.S. These associates reside in the following locations: Troy, OH; Alpharetta, GA; Irving, TX; Torrance, CA; French Camp, CA; and Portland, OR. The Sr. Supervisor provides support for the overall national Dealer Services' operations. This position will provide leadership and coordination for all dealer analyst activities.
The Sr. Supervisor will manage and maintain the Dealer Services team including their high level of service andresponse to the dealer network. The position works with the Zone and National offices; provides direct dealersupport on department communications; and dealer contact escalations. The Sr. Supervisor will provide support for continuous improvement departmental projects and manage inflator warranty claims error resolution / processing.
The Sr. Supervisor is responsible for Dealer Services' national training and development. This includes assessing training requirements and identifying gaps against service and efficiency targets. This position is responsible for the development, implementation, and management of national training plans for all Dealer Services' associates.

Key Accountabilities

• Dealer Services Staffing - Manage day-to-day phone coverage, email processing, and returns / claims completion. Adjust as needed to maximize utilization of people and time to minimize speed to answer, call abandonment, as well as claim processing days achieving all departmental key performance indicator objectives
• Provide support for department projects, ensure analyst tools and systems are working properly to support performance objectives, and support monthly reporting requirements.
• Efficiency and Cost reduction planning - Motivate subordinates to be creative with new ideas to increase efficiency, develop new methods, and reduce cost. Train employees to provide more flexibility across all available resources
• Dealer Services Staffing and Development - Assess training requirements through gap analysis against service and efficiency targets; develop, implement, and manage national training plans. Manage selection, training, motivation, and utilization of staff to optimize resource allocation and task completion. Conduct regular meetings to maintain associate morale, increase associate engagement, and improve 2-way feedback timing.
• Supervisor processing of high dollar returns, claims, and manual adjustments for field/zone empowerment, supported dealer disputes, or AHM processing errors.
• Associate Relations- Administer personnel policies and associate performance planning. Conduct associate performance reviews and meet with Agency Staffing representative on their associate resource performance
• Facility/Equipment - Maintain a safe and clean working environment. Maintain effective equipment and tool utilization programs. Monitor and make changes as necessary
• Inflator Warranty Processing - Manage day-to-day coverage and processing of inflator warranty claim error resolution

Qualifications, Experience, and Skills

• Bachelor's Degree in Business or Equivalent Work-Related Experience
• 5 Years Leadership/Supervisory Experience.7 Years of Experience in Distribution, Warehousing and or Logistics.
• Knowledge of all MS Office applications (Excel, Word, PowerPoint)
• Knowledge of transportation management, computerized inventory control, and distribution/warehouse operations. * Exposed to tracking productivity, operations and efficiency, equipment maintenance etc.
• Ability to lead others in absence of assistant manager / manager.
• Proven experience in paperless WMS environment

What differentiates Honda and make us an employer of choice?

Total Rewards:

• Competitive Base Salary (pay will be based on several variables that include, but not limited to geographic location, work experience, etc.)
• Paid Overtime
• Regional Bonus (when applicable)
• Industry-leading Benefit Plans (Medical, Dental, Vision, Rx)
• Paid time off, including vacation, holidays, shutdown
• Company Paid Short-Term and Long-Term Disability
• 401K Plan with company match + additional contribution
• Relocation assistance (if eligible)

Career Growth:

• Advancement Opportunities
• Career Mobility
• Education Reimbursement for Continued Learning
• Training and Development Programs

Additional Offerings:

• Tuition Assistance & Student Loan Repayment
• Lifestyle Account
• Childcare Reimbursement Account
• Elder Care Support
• Wellbeing Program
• Community Service and Engagement Programs
• Product Programs
• Free Drinks Onsite

Honda is an equal opportunity employer and considers qualified applicants for employment without regard to race, color, creed, religion, national origin, sex, sexual orientation, gender identity and expression, age, disability, veteran status, or any other protected factor.