Supervisor, Customer Solutions (Service Elite)

Parts Town•Addison, IL

1d•Hybrid

About The Position

As a key leader within the Service Elite Customer Experience Team, the Customer Solutions Supervisor plays an essential role in shaping both the customer and team member experience. This position serves as the primary resource for training, coaching, and day-to-day support, ensuring team members have the guidance and tools needed to succeed. The supervisor also oversees daily operational activities, helping drive service excellence and reinforcing the innovative, customer-focused approach that sets Parts Town apart in the industry.

Requirements

At least 1 year of mentorship, Team Lead, or Supervisor experience in a customer service role
A passion for delivering exceptional customer service
Maintain a professional demeanor while bringing positive energy and fun to the team
Excellent communication skills and can respond quickly and effectively in conflict situations
Stellar organizational and computer skills
Excited about teaching and guiding team members throughout the PartsTown experience while maintaining a friendly and helpful demeanor
Proficient in Microsoft Office
Proficient in Microsoft Office, Salesforce, SAP, and HighJump
All-star communicator and fluent in English (both written and verbal)
Quality, high-speed internet connection at home
Can work a schedule of M-F 8:00 AM - 5:00 PM (CST) or 9:00 AM – 6:00 PM (EST) with flexibility to adjust to different hours as needed.

Nice To Haves

Genius-level knowledge of original equipment manufacturer parts

Responsibilities

Manage a team of direct reports
Delegate and maintain the flow of work coming into and being handled by the offline team.
Deliver reporting on team performance, metrics, and KPIs to your team and to leadership
Handle payroll, attendance issues, and disciplinary notices when applicable.
Become an expert at engaging and coaching employees, as well as team building, while working to maximize productivity and quality within your team.
Manage reports, ROSD’s and warranty exceptions daily
Support internal team members in personal growth and development as they progress through their Parts Town learning journey.
Guide our team through Elite Customer Experience by effectively collaborating with customers, manufacturers, and internal departments regarding the customer’s needs and finding solutions that create satisfaction for the customer and the company.
Be a cheerleader and change agent ready to help guide the team through any and all future policy, procedure, system and company changes.