Supervisor, Customer Solutions (Service Elite

Description

Position at Parts Town

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.

• Parts Town Pride -- check out our virtual tour and culture!
• Quarterly profit-sharing bonus
• Hybrid work schedule
• 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.

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.

• 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.

• You have at least 1 year of mentorship, Team Lead, or Supervisor experience 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 have excellent communication skills and can respond quickly and effectively in conflict situations
• You exhibit stellar organizational and computer skills
• You get excited about teaching and guiding team members throughout the Parts Town experience while maintaining a friendly and helpful demeanor (no zombies, please!)
• You know MS Office; you may not be a master, but you are on your way!
• You have an outgoing, positive, team-spirited, one-for-all personality
• You are proficient in Microsoft Office, Salesforce, SAP, and High Jump
• You're an all-star communicator and are fluent in English (both written and verbal)
• You have a quality, high-speed internet connection at home
• 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.

The Service Elite team is made up of superhero nerds,…