Customer Experience Manager, Parts Supervisor
About The Position
Reporting directly to the Director of Operational Excellence - Canada, the Parts Customer Experience Manager is responsible for managing a centralized team of inside sales support staff to provide technical expertise and sales support to our Outside Parts Sales (OPS) team and to provide overflow support to VTC parts customers across Canada. This project focused role requires a self-starting, motivated individual who will be responsible for developing and delivering parts sales training and processes. Strong problem-solving, organizational and communication skills are essential to this role as is the ability to work in a fast-paced, customer service-oriented environment.
Requirements
- Journeyman Parts Technician certification.
- Minimum 8 years working in a parts environment, preferably in a dealership setting.
Responsibilities
- Elevate the customer experience of parts purchasing at Velocity Truck Centres by establishing and managing a world class centralized team of inside parts sales staff offering expertise and sales support to customers across Canada.
- Develop and implement processes for call handling procedures, order process workflows, and standard operating procedures (SOP’s).
- Implement and drive weekly outbound sales calling activities on house accounts.
- Create call scripts and train staff on effective customer engagement and upselling techniques.
- Monitor and analyze parts calls, call data and customer feedback to ensure service levels are met and that opportunities for improvement are identified and actioned.
- Predict and determine staffing needs based on usage trends and long-term growth plans.
- Oversee call routing and escalation procedures to ensure rapid response, fulfillment and/or resolution of OPS customer tickets.
- Support Outside Parts Sales via CRM, to assist with technical information and all make orders.
- Partner with regional parts leadership (operations and sales) to implement and refine SOP’s as required.
- Lead, develop and support a high performing and knowledgeable team of support staff for Canada.
- Enhance in-store customer experience by optimizing branch retail displays.
- Collaborate with marketing to develop content promoting parts sales.
- Understand opportunities, identify key integration points and develop and deliver on actionable priorities to improve customer experience.
- Incorporate the company’s core values of Speed, Value and Trust into all parts customer experience initiatives: Speed – Provide quick response times to customer inquiries, inside and outside sales. Value – Source out best option for customer considering price, availability, and quality of product. Trust – Provide accurate and reliable information to every customer inquiry.
Benefits
- Attractive Compensation: Earn a competitive base salary. $110,000 to $130,000 annually (D.O.E.)
- Comprehensive Benefits: Benefit from company-paid extended health coverage, basic life insurance, disability support, and wellness programs.
- Financial Security: Plan for the future with employer RRSPs.
- Work-Life Balance: Enjoy generous accrued vacation time.
- Investment in Growth: Access employer-paid technical training tailored to your needs, ensuring continuous skill enhancement and career advancement.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
