Customer Connections Supervisor - Hybrid Leadership

Mitsubishi Motors North America, Inc.; Franklin (TN); Hybrid; USD 70,000 - 80,000; Full time

Benefits offered by this job

Healthcare coverage

401(k) with company match

Employee lease program

Paid time off

Job summary

Mitsubishi Motors North America, Inc. is seeking a Customer Connections Supervisor to lead a team of coordinators, manage complex customer dealer concerns, and partner across Warranty, Service, and Product Quality to deliver top-tier customer experiences.

The role emphasizes developing people, driving continuous improvement, and fostering a collaborative, high-performing culture within the MMC organization. Hybrid work supported in Franklin, TN.

Qualifications

• Bachelor's degree or equivalent combination of education and relevant work experience.
• 3+ years of experience in customer service, customer relations, contact center, dealership support, warranty operations, or related customer-facing environment.
• 1+ years of experience leading, coaching, mentoring, or supervising employees.
• Experience handling complex customer concerns, escalations, and issue resolution.
• Strong interpersonal, communication, and relationship-building skills with the ability to collaborate across multiple departments.
• Experience using customer service metrics, quality monitoring, and performance data to support team performance.
• Proficiency with Microsoft Office, including Excel, PowerPoint, and Outlook.

Responsibilities

• Lead, coach, and develop a team of Customer Connections Coordinators, fostering accountability and customer advocacy.
• Monitor team performance and metrics, coaching to drive customer satisfaction and service excellence.
• Oversee resolution of complex customer concerns, dealership escalations, and warranty-related issues.
• Conduct performance reviews and one-on-one meetings to support employee development.
• Partner with Warranty, Service, Parts, Product Quality, Connected Services, Legal, Field Operations, and Dealer Development for cross-functional training.
• Analyze customer feedback and trends to identify process improvements and enhanced service delivery.
• Support onboarding and development activities for new and existing team members.
• Assist with implementing new programs, systems, policies, and processes within the department.
• Support departmental goals and continuous improvement initiatives through effective execution and collaboration.
• Promote a positive, inclusive, and high-performing team environment.

Skills

Customer service

Leadership

CRM systems

Cross-functional collaboration

Communication skills

Problem solving

Education

Bachelor's degree or equivalent

Tools

Microsoft Office

CRM software

Job description

Mitsubishi Motors North America, Inc. is seeking a Customer Connections Supervisor to lead a team of coordinators, manage complex customer dealer concerns, and partner across Warranty, Service, and Product Quality to deliver top-tier customer experiences.

The role emphasizes developing people, driving continuous improvement, and fostering a collaborative, high-performing culture within the MMC organization. Hybrid work supported in Franklin, TN.