Aftersales Admin Supervisor

SUMMARY

The Aftersales Admin Supervisor oversees and coordinates all administrative operations supporting Service and Parts departments across multiple locations. This role ensures consistent processes, accurate reporting, effective team supervision, and compliance with company and regulatory standards. The Supervisor acts as a key liaison between operational departments and corporate functions such as Finance, People, and IT.

ESSENTIAL DUTIES

Administrative & Operational Oversight

• Supervise day-to-day operations of service and parts administrative staff.
• Standardize processes for work orders, invoicing, warranty submissions, deposits, registration, insurance transmittals, and receivables.
• Monitor key control and dealer plate compliance across locations.
• Maintain updated procedures and documentation for internal audits and reporting.

Reporting & Systems

• Generate and verify monthly, quarterly, and ad hoc reports (e.g., sales count, accruals, inventory adjustments, receivables).
• Coordinate with CDK or relevant DMS/ERP support on system issues and process improvements.
• Conduct monthly accessory accrual reconciliations, ensuring accurate coding and adjustments.

Process Improvement Compliance

• Identify, implement, and monitor efficiency and compliance improvements.
• Participate in regular audits and act on findings.
• Ensure timely completion of deal processing, contract booking, and receivables collection.
• Oversees and reconciles outstanding accounts receivable balances related to Service, Parts, and Bodyshop transactions.
• Coordinates with insurance companies and internal departments to investigate, resolve, and collect unpaid invoices and repair orders.
• Ensures timely submission of daily closed repair order documentation—including loss of subrogation forms and supporting images—to insurers for payment processing.
• Monitors receivable aging reports, proactively escalates unresolved issues, and supports audit preparedness through proper documentation and follow-through.

Customer & Vendor Support

• Ensure high-quality internal and external customer service standards.
• Collaborate with F&I, Service Advisors, Parts Managers, and external vendors to resolve admin issues.
• Handle complaints or escalate as appropriate.

Supervision & Team Leadership

• Provide training, cross-training, and performance management for admin personnel.
• Review timekeeping and payroll records for accuracy and compliance.
• Set team goals, monitor KPIs, and provide feedback and coaching.

QUALIFICATIONS

• Education
  • High school diploma or equivalent
  • Associate’s Degrees in Business, Accounting, or related field is preferred
• Experience
  • 3-5 years in automotive admin or aftersales roles, with 1-2 years in supervisory capacity
• Licensure
  • Valid Driver’s License
  • Notary certification preferred or willingness to obtain

KNOWLEDGE, SKILLS, AND ABILITIES

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Knowledge

• Customer and Personal Service — Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
• English Language — Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.
• Aftersales Operations—Strong understanding of service and parts administration processes, including work orders, warranty processing, registrations, invoicing, and insurance coordination.
• Accounts Receivable & Reconciliation—Knowledge of receivables management, insurance claims procedures, and collections practices related to automotive services.
• Dealership Management Systems—Familiarity with CDK or similar dealer management/ERP systems, including functionality for reporting, invoicing, and accessory management.
• Compliance & Audit Standards—Working knowledge of internal controls, audit protocols, and dealership regulatory requirements.
• Business Communication—Sound understanding of professional communication practices for working with customers, internal teams, and external partners.

Skills

• Analytical Thinking—Strong ability to analyze reports, identify discrepancies, and reconcile accounts, particularly in high-volume environments.
• Organizational Skills—Exceptional ability to manage multiple tasks, prioritize daily responsibilities, and maintain accurate records across multiple departments and locations.
• Problem Solving—Proactive in identifying inefficiencies or issues and implementing practical solutions to drive continuous improvement.
• Leadership & Supervision—Skilled at coaching, mentoring, and managing a team, including performance reviews, timekeeping, and day-to-day oversight.
• Interpersonal Communication—Demonstrates diplomacy, tact, and professionalism in working with diverse teams, customers, and vendors.

Abilities

• Process Standardization—Ability to document and implement consistent administrative procedures across multiple teams or branches.
• Data Interpretation—Capable of generating and interpreting reports to support decision-making, compliance, and operational tracking.
• Technology Adaptation—Comfortable working with dealership software platforms, Microsoft Office tools, and web-based systems to perform tasks efficiently.
• Customer Service Orientation—Maintains a service-first mindset, ensuring customer satisfaction while balancing business and operational requirements.
• Attention to Detail—Exercises a high level of accuracy when handling financial data, repair orders, and administrative documents.

HEALTH, SAFETY, AND ENVIRONMENT (HSE) ACCOUNTABILITIES

• Responsibilities
  • Follow standard safe work procedures
  • Identify and report hazards and environmental aspects
  • Follow reasonable instructions
  • Act responsibly for the safety of self and others
  • Participate in HSE improvement activities
  • Wear designated personal protective equipment
  • Ensure tools are in a safe condition before use
  • Adhere to site safety rules
  • Respond to spills or environmental incidents immediately
• Key Activities
  • Report all unsafe situations immediately to supervisor/manager
  • Take corrective action within own ability and report to supervisor
  • Report all injuries, near hits, and plant or equipment damage
  • Support fellow employees
  • Support HSE communities
  • Ask about and keep informed of workplace hazards
  • Attend training as requested
• Accountability Measures
  • Performance Review
  • Incident investigation
  • Inspections and audits
  • Incident and near hit frequency by location
  • Involved in and support HSE Committee or equivalent

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Must be able to walk long distance, sit, bend, squat, climb up and down stairs, reach, push, pull, stand for long periods of time.
• Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull, or otherwise move objects, including the human body

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Work environment is in an air-conditioned well-lit building and there will be period of times working outdoors.

SUPERVISORY RESPONSIBILITY

This position has direct supervisory responsibility

OTHER DUTIES

This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job.  Duties, responsibilities, and activities may change at any time, with or without notice.