Supervisor, Customer Solutions (Chains)

Parts Town•Addison, IL

1d•Hybrid

About The Position

The Customer Support Specialist Supervisor will support internal team members by serving as the primary point of contact for training, guidance, and will support the day-to-day functions related to the operations of the Service business unit. This role is responsible for shaping the experience of each Parts Town customer and the way Parts Town is changing the industry.

Requirements

1+ years of leadership/mentorship experience in a high volume customer service facing role.
Fantastic communication skills & proficient in English (verbal and written).
Passionate about shaping the growth and development of our team members.
Amazing MS Office skills.
Highly organized, analytical, and able to multi-task with strong attention to detail while managing high-volume environments.
Pays close attention to detail.
Can maintain a friendly, helpful demeanor.
Good understanding of phones and offline responsibilities, to include 3rd party portal management.
Outgoing, positive, team-spirited, one-for-all personality.
Quality, high speed internet connection at home.
Can work a schedule of 8:00 AM - 5:00 PM M-F with flexibility as needed.

Nice To Haves

Experience with SAP or other ERP software.

Responsibilities

Lead, develop and motivate Team Leaders and Team Members focused on supporting our customers’ needs.
Oversee the customer experience strategy while continuing to refine and improve our processes.
Address customer concerns, rectifying any errors (via phone, email and Trust Pilot).
Partner with the 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 Managers and Team Leads to facilitate training, assisting with coverage for both Front of House and Back of House, escalations, support for new employees, and reinforce proper procedures.
Ensure a strong, connected community and culture across all locations.