Team Lead, Customer Solutions (I-Team)

Parts Town•Addison, IL

3d•Hybrid

About The Position

The Customer Solutions Team Lead is responsible for leading and developing our team of Customer Solutions Specialists (A.K.A. Parts Experts), ensuring operational efficiency, high customer satisfaction, and consistent performance. This role requires strong leadership, effective communication, and a proactive approach to team development! Our team is truly a family unit, we like each other…a lot! We work hard and play hard together, every day. Whether it’s a potluck or a team outing we like to have a good time while working. We also love to let our inner nerd shine; whether you’re nerdy about sports, comic books, cats or baking we can’t wait to get to know you! At Parts Town, we value transparency and are committed to ensuring our team members feel appreciated and supported. We prioritize our positive workplace culture where collaboration, growth, and work-life balance are celebrated.

Requirements

2+ years of experience in a customer facing role (preferably over the phone)
Stellar organizational skills and ability to multitask without sacrificing accuracy
Proficient in Microsoft Office, Salesforce, SAP, and HighJump
Excited about teaching and guiding team members throughout the Parts Town Elite experience while maintaining a friendly and helpful demeanor
Outgoing, positive, team-spirited, one-for-all personality
Quality, high speed internet connection at home
Proficient in English (both written and verbal)
Ability to work a schedule of M-F 8:00 AM -5:00 PM (CST) or 8:00 AM – 5:00 PM (EST) with flexibility to adjust to different hours as needed.

Nice To Haves

Genius-level knowledge of original equipment manufacturer parts

Responsibilities

Monitor team metrics
Provide continuous support and ongoing training to our internal team members
Delegate tasks and support our Parts Experts in daily operations, system navigation, and escalations
Handle escalated customer calls and ensure timely responses to Webex messages
Guide our team through the 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
Maintain accurate customer information in Salesforce and follow up/follow through with open cases
Handle incoming customer calls as needed in the queue
Collaborate with leadership on performance reviews, PIPs, and time-off approvals
Manage reports and various tasks/projects assigned by leadership