Manager, Customer Solutions - Platinum

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.

If you’re ready to roll up your sleeves, go above and beyond and put your ambition to work, all while having some fun, let’s chat – Apply Today!

• 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.

The Job at a Glance

As our Manager, Customer Solutions (Internally known as Manager, Parts Experts) you’ll be responsible for leading and developing a large team across multiple locations specifically for our Platinum business unit . You’ll partner with the sales team to identify customer trends and strengthen customer relationships. You will be responsible for fostering a team environment, tackling projects, analyzing data and continuing to evaluate and develop processes central to the team.

Success within this demanding position requires the ability to thrive within a fast-paced atmosphere, the capability to multi-task, a dedication to coaching, and strong communication skills with all team members. This role will lead by example and be a key driver behind maintaining the Parts Town culture of unique enthusiasm daily!

A Typical Day

• Lead, develop and motivate a large team focused on supporting our customers’ needs
• Implementing the customer experience strategy while continuing to refine and improve the processes
• Address customer concerns, rectifying any errors (via phone, email and Trust Pilot)
• Partner with the Operations Manager on training programs for process and system enhancements
• Manage KPIs and staffing plans to achieve customer service and volume expectations
• Work in conjunction with the Supervisor s and Lead to facilitate training, assisting with coverage, escalations, support for new employees, and reinforce proper procedures
• Ensure a strong, connected community and culture across all locations
• Work collaboratively with other areas of the business to achieve company goals

To Land This Opportunity

• You’re an all-star communicator and are fluent in English (both written and verbal)
• You demonstrate a passion for providing exceptional customer service
• You have a highly professional demeanor, while incorporating our culture
• You are passionate about coaching, training and documentation creation
• You are highly organized and have superior attention to detail
• You have a strong ability to multi-task without sacrificing accuracy
• You are analytical, and think outside of the box
• You have a proven track record of successfully managing high volume call center(s)
• You demonstrate skills with project management, data /reporting and process improvement
• Bonus points if you have knowledge of Excel, Access, tier one phone systems and/or Salesforce

About Your Future Team

Our team is truly a family unit, we actually like each other…a lot! We work hard and play hard together, every day. Whether it’s a potluck, team outing or themed week (think Harry Potter fun – all week !) 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!

Parts Town welcomes diversity and as an equal opportunity employer all qualified applicants will be considered regardless of race, religion, color, national origin, sex, age, sexual orientation, gender identity, disability or protected veteran status.