Parts Specialist

Posted Wednesday, August 12, 2026 at 4:00 AM

The Parts Specialist is the main contact point for Tommy’s Express Franchise sites and private branded sites. This representative willhelpanswer questions about orders, returns, car wash parts,detergents, warranty processand assist Customers with any other car washneeds. The Client Services team also processes RMA’s.

• Base pay and eligibility for annual profit-sharing bonus
• Full insurance package including Health, Dental, Vision, Life, Disability, Employee Assistance
• Dependent Care FSA with on-site Daycare options
• 401k match and complimentary financial planning services with Merrill Lynch
• Paid time off and paid holidays
• Opportunity for continued education and tuition assistance
• Valuable learning and development program
• Significant ability to grow internally for motivated and strong performing team members
• Fun, energetic, family-oriented work culture with an emphasis on team member morale
• Growing nationwide brand / presence

• Answer and triage incoming calls and tickets across multiple communication channels (phone, email, ticketing system), quickly assessing urgency and routing accordingly
• Navigate and cross-reference multiple computer-based systems simultaneously to research parts, verify inventory, and pull up customer and order records in real time
• Communicate with customers about their part needs and place accurate orders, using critical thinking to diagnose the correct component when requests are incomplete or unclear
• Read and interpret blueprints, schematics, and technical part diagrams to identify the right parts and confirm compatibility before placing orders
• Guide customers through the return process from start to finish, problem-solving to resolve discrepancies and keep the transaction moving
• Work with customers and vendors to facilitate warranty claims, gathering technical documentation and coordinating across systems to support each claim
• Field and resolve customer questions regarding order status, communicating clearly and professionally at every touchpoint
• De-escalate frustrated franchisees and customers with a calm, solutions-focused approach, maintaining composure and thick skin under pressure
• Facilitate smooth handoffs with other departments, communicating context clearly so the customer experiences a seamless interaction
• Collaborate with customers and the internal team on rush orders, exercising sound judgment to prioritize and expedite under tight timelines
• Progress into weekend emergency coverage, independently troubleshooting and resolving time-sensitive issues
• Partner with the internal team to drive process improvement, document work instructions, and identify pain points through analytical, detail-oriented thinking
• Other duties as assigned; duties and responsibilities may change at any time with or without notice

• High School Diploma
• 2years of experience within
  
  Customer Service
• Forklift Experience is a plus
• Car Wash knowledge preferred
• Technical savvy and proficient in Microsoft Office; experience within database systems a plus
• Excellent written and oral communication skills
• Process-oriented and strong collaborator with ability to communicate and manage well at all levels of the organization and across various departments
• Strong organizational and time management skills; ability to multitask and prioritize workload
• Highly adaptable with strong problem-solving and critical thinking skills; ability to exercise good judgment and make sound data-backed decisions
• High level of integrity and dependability with a strong sense of urgency and results-orientation
• Views customer care as high priority; exhibits a positive can-do attitude
• Displays a strong initiative and drive to identify gaps and fill them

This job operates in an office environment. Office hours are Monday
- Friday from 8:00am - 5:00pm, and our Client Service hours are Monday
- Friday from 8:00am - 5:00PM then Saturday from 9:00am - 3:00pm. We are currently hiring for Monday through Friday 8:00am to 5:00pm with a Saturday rotation.

This job operates in a professional office…