Supervisor, Customer Solutions (HVAC)

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.

• 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.

Responsible for shaping the experience of each Parts Town customer, the Supervisor, Customer Solutions is a voice to the way that Parts Town is changing the industry. The Supervisor, Customer Solutions 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 HVAC customer solutions team.

Taking on additional responsibility through maintaining team reports and projects, this individual will ensure HVAC is functioning at their utmost capacity. They will foster a positive team environment, success in this demanding position requires the ability to thrive within a fast-paced atmosphere, the capability to multi-task, a dedication to coaching and training, and a passion to provide the best experience for our customers.

• Manage a team of direct reports
• Deliver reporting on team performance, metrics, and KPIs to your team and to leadership
• Serve as a resource for HVAC team members by answering questions and recommending best practices
• Coach and develop team members while fostering a positive, collaborative environment
• Guide our team through the HVAC 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.
• Handle payroll, attendance issues, and disciplinary notices when applicable.
• Drive improvements in parts identification, pricing accuracy, and customer relationship-building
• Monitor the Wallboard and Salesforce Dashboard when needed to ensure phone coverage.
• Assist the management team with customer escalation calls to find the best resolution for the customer.
• Handle reports, ROSD’s and warranty exceptions daily.

• You have at least 1 year of mentorship, Team Lead, or Supervisor experience (preferably in a customer service role )
• You have a passion for delivering exceptional customer service
• You maintain a professional demeanor while bringing positive energy and fun to the team
• You are highly organized with strong attention to detail
• You are analytical and think creatively to solve problems
• You are passionate about coaching, training, and creating documentation
• You can multi-task effectively without sacrificing accuracy
• You have excellent communication skills and can respond quickly and effectively in conflict situations
• You are proficient in Microsoft Office, Salesforce, SAP, and High Jump
• You have a quality, high speed internet connection at home
• You’re an all-star communicator and are proficient in English (both written and verbal)
• You 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.

We work & play equally hard! Our team is serious…