Contract Discrepancy and Commercial Funding Supervisor

Job Title

Lead a team that manages three distinct responsibilities (contract discrepancies, commercial funding, and Loyalty Accelerator Program support), whose primary function is to provide email and phone support to Mercedes-Benz dealers and Dealer Relations Managers (DRM) throughout the United States and Puerto Rico. Execute leadership strategies to create an excellent experience for all internal and external customers. Coach and develop team members to maintain the highest standards of performance through supervision, call monitoring/feedback, and individual and team coaching. Ensure processes are compliant and well documented, minimize interruptions and maintain strong working relationships with business partners.

Responsibilities:

• Provide leadership and drive employee development through coaching, huddles, side-by-side assistance and training. Execute additional management activities, including but not limited to, performance appraisals, interviews and talent selection, productivity monitoring, developmental discussions, and disciplinary actions. Lead team in providing quality service to internal and external customers. Manage the daily activities, schedules, and goal/performance operational objectives of the team specific to a given functional area. (50%)
• Investigate and make decisions on escalated dealer issues including calls and emails regarding pending contract discrepancies. Oversee the manual LAP process. Provide direction and ensure the team members consistently deliver excellent customer service through impromptu and developmental coaching. (20%)
• Manage team performance and continuously track KPIs to measure progress and ensure operational targets are met. Perform call monitoring and quality reviews for each employee to ensure team is following approved standard operating procedures and to drive continuous improvement in customer/dealer satisfaction (20%)
• Provide process improvement and strategic ideas to gain efficiencies, performance improvement, and cost savings for the company. (10%)

Qualifications:

• Applicants must be legally authorized to work in the U.S. at the time of application. This position requires a minimum of 1 year of overall work experience. Preferred experience includes:
• Accounting: 1 year
• Audit: 2 years
• Customer Service: 2 years
• Finance: 1 year
• Management: 1 year
• Education: High School Diploma/(GED) is required, Bachelor's Degree is preferred. Recommended majors include:
• Accounting
• Additional Knowledge:
• Minimum one year of previous leadership experience required.
• Previous discounting/funding experience preferred, but not required.
• Skills:
• Analytical skills Ability to Integrate information from a variety of sources with varied levels of complexity
• PC skills Corporate Mainframe, Microsoft Office
• Problem Solving skills
• Recommended Prerequisites:
• Client Services Team Leader or Supervisor; Collections Team Leaders or Supervisor; Credit/Funding Operations Supervisor; Funding Discrepancy Analyst