Supervisor, Customer Relations
$61,396–$99,678 year
On-siteSanta Ana, California, United States
Job Summary
Own the CRC Vault queue, prioritizing workload, SLA performance, and escalations for Vault-related customer relations matters. Serve as the primary partner to Vault Operations, Marketplace, Claims, and Customer Care on exceptions including Vault damage, mis-shipments, wrong-account issues, label corrections, and reholders. Lead team members in pulling, packing, labeling, and routing items while ensuring accurate case documentation and clean handoffs within Salesforce. Monitor damage and missing-cert trends using Lightdash to drive prioritization and reduce repeat issues. Partner with GAO, Power Pack, and other teams to ensure proper routing across Standard and Instant Offer workflows. Support SOP development and continuous improvement for onsite execution.
Required Qualifications
- Strong experience in customer relations, operations, or exception-based case management in a fast-paced environment
- Able to lead escalated and high-complexity work while balancing customer communication with operational execution
- Skilled in cross-functional communication and partnership building across operations, leadership, and support teams
- Comfortable working in Salesforce and work order-driven environments
- Strong documentation and follow-through habits
- Highly detail-oriented, organized, and able to make sound decisions within established workflows while handling exceptions appropriately
- Familiar with quality assurance, grading-related issues, and the sensitivities involved in handling high-value collectibles and Vault inventory
- Able to coach teammates, reinforce process standards, and help drive department improvements
- Comfortable working across the core Vault CRC toolset, including Salesforce, PSA eBay Store access, Ginza/AG tracking, Korber, WMS, Lightdash, Vault Admin, ProShip, and grading/cert maintenance tools
- Ability to lift, carry, and move materials up to 40 pounds
- Ability to hear alarms, signals, and verbal instructions
- Manual dexterity to operate a computer and phone system efficiently
- Ability to sit or stand for extended periods
- Candidates must be authorized to work in the United States
- Onsite Requirement: This role requires you to be onsite in the office 5 days per week
- Work from our New Castle, DE office location from Tuesday - Saturday 8:00am-5:30pm
Desired Qualifications
- Experience with grading-related issues
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