Manager, Parts Strategy

Lennox International•Richardson, TX

96d

About The Position

Driven by 130 years of legacy, HVAC and refrigeration success, Lennox provides our residential and commercial customers with industry-leading climate-control solutions. At Lennox, we win as a team, aiming for excellence and delivering innovative, sustainable products and services. Our culture guides us and creates a workplace where all employees feel heard and welcomed. Lennox is a global community that values each team member’s contributions and offers a supportive environment for career development. Come, stay, and grow with us. Partners with Account management, sales, and supply chain functions to implement new customer-centric programs for parts stocking, procurement, and reporting. Assists with onboarding and training for new accounts to ensure successful account transition and business performance, regularly follows up in partnership with sales to ensure successful account relationships. Establishes and maintains reporting and performance structures for internal and customer-facing metrics. Makes recommendations and works across functions to improve productivity, quality, and efficiency of operations. Works across the organization to drive efficient parts operations. Manages first-line supervisor(s) who are responsible for managing the day-to-day operations of a team of representatives that handle customer service inquiries and problems via the telephone and e-mail. Develops and monitors the application of operating systems, including policies and procedures, operating structure, and information flow. Establishes, implements, and maintains administrative and technical procedures to provide responsive service to customers. Requires expertise in best practices in a wide range of supply chain functions and their relationships. Requires a broad understanding of process best practices, barriers to implementation, and the highest level of problem-solving ability.

Requirements

Requires a bachelor's degree or an equivalent combination of education and experience.
Requires at least 8 years of related experience in customer relations, business management, and/or contact center management.
Requires at least 3 years of experience as a manager.
Advanced customer service skills, including communication, de- escalation, and negotiation.
Knowledge of contact center operations required.
Proven ability to coach and develop teams.
Ability to drive results and address performance issues in a timely manner.
Excellent written and verbal communication skills, including effective listening.
Ability to build credibility through cross-functional relationships and influence others.

Nice To Haves

Project management or process improvement skills are desired.
Basic understanding of industry and product.
Proficiency with SAP products a plus.

Responsibilities

Partners with Account management, sales, and supply chain functions to implement new customer-centric programs for parts stocking, procurement, and reporting.
Assists with onboarding and training for new accounts to ensure successful account transition and business performance, regularly follows up in partnership with sales to ensure successful account relationships.
Establishes and maintains reporting and performance structures for internal and customer-facing metrics.
Makes recommendations and works across functions to improve productivity, quality, and efficiency of operations.
Works across the organization to drive efficient parts operations.
Manages first-line supervisor(s) who are responsible for managing the day-to-day operations of a team of representatives that handle customer service inquiries and problems via the telephone and e-mail.
Develops and monitors the application of operating systems, including policies and procedures, operating structure, and information flow.
Establishes, implements, and maintains administrative and technical procedures to provide responsive service to customers.