Director, Customer Solutions (Service & Platinum)

Parts Town • Addison, IL

2d • Hybrid

About The Position

As the fastest-growing distributor of restaurant equipment, HVAC and residential appliance parts, we like to do things a little differently. First, you need to understand and demonstrate our Core Values with safety being your first priority . That’s key. But we’re also looking for unique enthusiasm, high integrity, courage to embrace change…and if you know a few jokes, that puts you on the top of our list! Do you have a genius-level knowledge of original equipment manufacturer parts? If not, no problem! We’re more interested in passionate people with fresh ideas from different backgrounds. That’s what keeps us at the top of our game. We’re proud that our workplace has been recognized for its growth and innovation on the Inc. 5000 list 15 years in a row and the Crain’s Fast 50 list ten times. We are honored to be voted by our Chicagoland team as a Chicago Tribune Top Workplace for the last four years. If you’re ready to roll up your sleeves, go above and beyond and put your ambition to work, all while having some fun, let’s chat – Apply Today! As our Director, Customer Solutions (internally known as Director, Parts Experts), you will lead the Platinum & Service Customer Experience teams , ensuring a consistent , high-quality experience across all customer interactions. You’ll collaborate closely with Parts Experts leaders and team members to d rive operational alignment and deliver a seamless customer experience. This role equires strong cross-functional collaboration, partnering with teams across Customer Experience and other areas of the Town to align goals, improve processes, and deliver a unified customer journey. Success in this role requires a self-starter with a strong operational mindset, a passion for fostering a team environment / developing others, sharp communication skills, and the ability to thrive in a fast-paced, customer-focused environment !

Requirements

• You’re passionate about successfully growing our Service Company business
• You have a proven track record of managing high-volume customer experience teams
• You have strong project management, data/reporting, and process improvement skills
• You’re a logical thinker who isn’t afraid to challenge the status quo
• You are proficient in Microsoft Excel , can analyze data, tell a compelling story, and drive meaningful customer experience improvements based on the analysis
• You know your way around systems like Salesforce (CRM), Qlik (BI), and SAP, and can leverage data to make informed decisions
• You understand global fulfillment center operations and how to deliver outstanding customer service through tight operational partnerships
• You’re highly ambitious and excited to grow our business through customer-centric relationships
• You’re committed to coaching, training, and building knowledge resources for your team
• You can multitask under pressure without sacrificing accuracy or service quality
• You have fantastic communication skills & you’re proficient in English (verbal and written)
• You have a quality, high - speed internet connection at home

Responsibilities

• Lead and align with Platinum and Service Elite Parts Experts management on the overall customer experience journey, while maintaining a strong focus on the needs of our Service Company customers
• Partner with our future Senior Operations Manager to ensure back-office processes are current, efficient, and effectively managed
• Develop, deliver, and analyze performance metrics that support excellent customer interactions, increase retention, and create raving fans
• Support and coach Parts Experts Platinum and Service Elite leaders while fostering a collaborative, energetic, and high-performing team culture
• Develop and coach team members to support talent development, build a strong internal pipeline, and maintain a high level of engagement
• Ensure all team members have clearly defined roles and understand how their work contributes to team success
• Partner with Customer Experience leaders across our business to define and refine processes that improve the overall customer journey
• Evaluate and implement continuous improvement opportunities across the segment
• Collaborate with our Business Development team to design processes that support both team efficiency and customer satisfaction
• Join strategic customer calls, gather feedback, and support tailored solutions for high- impact service companies and dealers
• Develop business requirements and training programs for process and system enhancements
• Consistently model our core values and lead by example to deliver best-in-class customer experiences

Benefits

• Potential for quarterly profit-sharing bonus
• Hybrid Work schedule
• Monthly IT stipend
• Team member appreciation events and recognition programs
• Volunteer opportunities
• Casual dress code
• On-demand pay options: Access your pay as you earn it, to cover unexpected or even everyday expenses
• All the traditional benefits like health insurance, 401k/401k match, employee assistance programs and time away – don’t worry, we’ve got you covered.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees