Supervisor, Client Relations

Holman is a global automotive leader that serves both commercial and consumer clients The Holman Way by always doing the right thing for our people, our customers, and the community since 1924. The Holman story began nearly a century ago as a single Ford dealership in New Jersey. Today, Holman, headquartered in Mount Laurel, New Jersey, is one of the largest family-owned automotive service organizations in North America with more than 6,500 employees across North America, the UK, and Germany.

Holman delivers a unique range of automotive-centric services including industry-leading fleet management and leasing; vehicle fabrication and upfitting; component manufacturing and productivity solutions; powertrain distribution and logistics services; commercial and personal insurance and risk management; and retail automotive sales as one of the largest privately owned dealership groups in the United States. Guided by its deeply rooted core values and principles, Holman is continuously Driving What’s Right.

Principal Purpose of Position: 

• Supports the personal and career development of all assigned employees

• Supervises the activities of assigned employees, manages workload, monitors attendance, and conducts performance reviews

• Interact with sales force to ensure that client service levels and expectations are maintained exceeded

• Support the sales force by participating in meetings with prospects as a subject matter expert on our custom service solutions

• Maintain awareness to Holman’s position in the market.  Also must have knowledge of our competition’s strengths and weaknesses as it relates to program offerings and services 

• Support their team members in developing, proposing and implementing strategic initiatives for their clients’

• Searches for opportunities to increase Holman business

• Engages in heavy client interaction and resolves any conflict between clients and various Holman departments

• Recommends process improvements to increase client efficiency

• Supports the development and presentation of customized Business Reviews that outline the client’s expenses, compliance and program utilization

• Develops plans of action to address areas of opportunity based on industry best practices 

• Participates in the recruiting and hiring of new staff members

• Responsible for the initial training of new hires as well as the ongoing development of their assigned team members

• Manages and proctors departmental meetings and training sessions

• Manages the transition of accounts and sensitive client communications

• Promotes client retention by providing exemplary customer service at all times

• Perform all other duties and special projects as assigned

Education and/or Training:

• Bachelor’s degree in Business Administration or equivalent business experience

Relevant Work Experience:

• Extensive experience in customer service and a thorough understanding of the fleet management industry and manufacturers vehicles and specifications

• Advanced Microsoft Office skills

• Complete knowledge of Holman systems.

• Experience in building relationships and managing dynamic teams

Planning/Organizing/Managerial Knowledge:

• Strong supervisory skills and the ability to train and develop assigned employees.

• Must be able to think critically at a strategic level

• Ability to manage multiple priorities, pay close attention to detail and have follow-up skills.

• Must have presentation and meeting management skills

• Ability to align customer needs with HOLMAN programs, processes and/or industry best practices.

• Dedication to both personal and career growth

• Action-oriented with the drive to take initiative and accountability for decision-making

Communicating & Influencing Skills:

• Ability to effectively communicate, both orally and in writing, to all levels of employees and customers

• Commitment to total customer service

Outputs:

• Align individual performance expectations in order for Client Services Representatives to meet or exceed in departmental and organizational goals

• Fair, constructive, and timely feedback towards performance expectations and goals that results in improved client satisfaction

• Limit client and internal escalations by providing pro-active solutions, Client Services Representative coaching and progressive discipline

• Increased employee morale and satisfaction of role through recognition, feedback, and development of team environment

• Collaborate with peers to solution team concerns and promote new ideas to measure results

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Pay:

At Holman, we exist to provide rewarding careers and better lives for employees and their families. We hire, train, empower, and reward exceptional people. Our journey is guided by our desire to get it right every time and the acknowledgement that we have an opportunity to be better. To be better, we have to do better, and to do better we must know better. That’s why we are listening, open to learning new things – about ourselves and each other. We will never stop striving for improved diversity, equity, and inclusion because we are successful together when we feel trusted and supported. It’s The Holman Way.

Holman is a proud equal opportunities employer and we are committed to creating a welcoming, inclusive and barrier-free workplace. We are committed to providing accommodations to all applicants throughout the interview process, upon request, in all aspects of the selection process. We employ artificial intelligence (AI) technology as part of our recruitment process to enhance efficiency and objectivity.