Manager, Customer Solutions - Chains

Parts Town • Fort Wayne, IN

11h • Hybrid

About The Position

Position at Parts Town Manager, Customer Solutions-Chains See What We’re All About 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 Manager, Customer Solutions (Internally known as Manager, Parts Experts) you’ll be responsible for leading and developing a large team across multiple locations specifically for our Chains business unit. You’ll partner with the sales team to identify customer trends and strengthen customer relationships. You will be responsible for fostering a team environment, tackling projects, analyzing data and continuing to evaluate and develop processes central to the team. Success within this demanding position requires the ability to thrive within a fast-paced atmosphere, the capability to multi-task, a dedication to coaching, and strong communication skills with all team members. This role will lead by example and be a key driver behind maintaining the Parts Town culture of unique enthusiasm daily!

Requirements

• You have 1-2 years of Supervisor level experience
• You’re an all-star communicator and are fluent in English (both written and verbal)
• You demonstrate a passion for providing exceptional customer service
• You have a highly professional demeanor, while incorporating our culture
• You are passionate about coaching, training and developing team members
• You have a good understanding of phones and offline responsibilities, to include 3rd party portal management.
• You are highly organized, analytical, and able to multi-task with strong attention to detail while managing high-volume environments
• You bring experience with project management, reporting, process improvement, and (bonus) tools such as Excel, Qlik, Calabrio, Finesse/Cisco, and Salesforce

Responsibilities

• Lead, develop and motivate a large team focused on supporting our customers’ needs
• Implementing the customer experience strategy while continuing to refine and improve the processes
• Address customer concerns, rectifying any errors (via phone, email and Trust Pilot)
• Partner with the other team Managers on training programs for process and system enhancements
• Manage KPIs and staffing plans to achieve customer service and volume expectations
• Work in conjunction with the Supervisor and Team Leads to facilitate training, assisting with coverage, escalations, support for new employees, and reinforce proper procedures
• Ensure a strong, connected community and culture across all locations
• Work collaboratively with other areas of the business to achieve company

Benefits

• Parts Town Pride – check out our virtual tour and culture!
• Quarterly profit-sharing bonus
• Hybrid Work schedule
• Team member appreciation events and recognition programs
• Volunteer opportunities
• Monthly IT stipend
• 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: Manager
• Education Level: No Education Listed