Supervisor, Customer Relations

Collectors Universe, Inc.; Virginia (MN); On-site; USD 67,535 - 79,453; Full time

Benefits offered by this job

Health Insurance

Flexible time off

401(K) Matching Plan

Employee Discounts

Job summary

Collectors Universe, Inc. is seeking a Customer Relations Supervisor to manage the PSA Vault customer relations workstream. This position involves leading queue performance, managing escalations, and ensuring the execution of day-to-day operations while collaborating with various teams.

The ideal candidate should possess strong customer relations and operational management experience, be organized, and have excellent cross-functional communication skills. Benefits include health insurance, flexible time off, and a competitive 401(K) matching plan.

Qualifications

• Skilled in handling exceptions in a fast-paced environment.
• Ability to lead complex work while maintaining customer communication.
• Highly organized and adept at decision-making within established workflows.

Responsibilities

• Own the CRC Vault queue and ensure performance standards.
• Serve as primary contact for various teams on Vault matters.
• Lead the team addressing Vault-related operational issues.

Skills

Customer relations experience

Operational execution

Cross-functional communication

Attention to detail

Coaching ability

Tools

Salesforce

Lightdash

Ginaza/AG tracking

Job description

Job Summary

We’re looking for a Customer Relations Supervisor to lead the PSA Vault customer relations workstream within CRC. This role owns queue performance, SLAs, escalations, and day-to-day execution for Vault-related CRC work, while serving as a primary partner to Vault Operations, Marketplace, Claims, Customer Care, and CRC leadership.

Responsibilities

• Own the CRC Vault queue, including workload prioritization, SLA performance, aging, escalations, and resolution quality.
• Serve as the primary point of contact for Vault Operations, Marketplace, Claims, Customer Care, and CRC leadership on Vault-related CRC matters.
• Lead and coach team members handling Vault damage, misshipped and misrouted items, wrong‑account issues, customer‑direct Vault concerns, label corrections, reholders, and related exception cases.
• Oversee operational workflows for pulling, packing, labeling, and routing items to customers or partner facilities, including PSA, SGC, and Beckett.
• Ensure accurate case documentation, work order creation, status tracking, and issue tagging within Salesforce and related systems.
• Use Lightdash and operational tools to monitor Vault damage, misshipments, missing‑cert trends, and business‑line activity to improve prioritization and reduce repeat issues.
• Partner with teams supporting GAO, Power Pack, Graded Grails, Instant Offers, PSA eBay Store, AG, Customer Direct, and Standard PSA Vault workflows to ensure proper routing and ownership.
• Support training, SOP development, ramp plans, and continuous improvement efforts for Vault CRC workflows and onsite execution.

Qualifications

• Strong experience in customer relations, operations, or exception‑based case management in a fast‑paced environment.
• Ability 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, with 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.
• Ability to coach teammates, reinforce process standards, and help drive department improvements.

Systems & Tools

• Salesforce, PSA eBay Store, Ginza/AG tracking, Korber, WMS, Lightdash, Vault Admin, ProShip, and grading/cert maintenance tools.

Physical Requirements

• Computer Use: Typing, mouse work, and sitting and looking at a computer for long periods.
• Hand Use: Regular hand use for various tasks.
• Hearing: Ability to hear alarms, signals, and verbal instructions.
• Lifting and Carrying: Ability to lift, carry, and move materials up to 40 pounds.
• Phone Answering: Talking on the phone and texting may be required, as well as manual dexterity to operate a computer and phone system efficiently.
• Sitting or Standing: Ability to sit or stand for extended periods of time.

Success Measures

• Time to first touch on Vault CRC cases.
• Time to resolution for Vault‑related CRC work.
• Time to physically pull, pack, and route items correctly.
• Reduction in repeat Vault mis‑shipments and damage recurrences.
• Accurate business‑line tagging and clean cross‑functional handoffs.

Salary Range: The salary range for this position is $67,535 - $79,453. Actual compensation on this range varies based on a variety of non‑discriminatory factors, including location, job level, experience, and skill set.

Benefits

• Health Insurance: All full‑time employees are eligible to enroll in Medical, Dental, and Vision.
• Additional Benefits: Full‑time employees are eligible for fertility, commuter, and educational assistance benefits.
• 401(K) Matching Plan: Competitive 401k matching plan.
• Vacation: Flexible time‑off for salaried employees.
• Holiday Pay: Eligible for ten company paid holidays.
• Employee Discounts: Discounts on select grading services for approved submissions.
• Flexible Hours: Many teams offer flexible schedules with varying shifts.
• Fun Working Environment: Participation in celebrations, holiday events, and team building activities.

Candidates must be authorized to work in the United States. Collectors uses e‑Verify to validate your ability to work legally in the United States. We are committed to equal employment opportunity regardless of race, color, ethnicity, ancestry, religion, national origin, gender, sex, gender identity or expression, sexual orientation, age, citizenship, marital or parental status, disability, veteran status, or other class protected by applicable law. If you require an accommodation to apply or interview with us due to a disability or special need, please email [e-mail].

We are aware that there are instances where individuals are receiving job offers that fraudulently allege to be from Collectors or one of our business units. This type of fraud can be carried out through false websites, through fake e‑mails claiming to be from the company or through social media. We never ask for personal information such as your bank account, Social Security numbers or National IDs, nor do we send or request payments for the purchase of business‑related equipment. If you suspect fraud, please reach out to [e-mail].