What are the responsibilities and job description for the Customer Care Manager position at Empire Auto Parts?
Job Summary
The customer-focused Customer Care Manager leads our consolidated customer service team and ensures outstanding support for our internal and external customers. In this role, they oversee all aspects of customer care from order inquiries and parts support to issue resolution and customer retention strategies. They are a key contributor in maintaining our brand’s reputation for reliability and responsiveness in the aftermarket auto-parts industry.
Supervisory Responsibilities
Customer Service Agents, Leads and Supervisors
Duties/Responsibilities
• Customer Service Leadership
• Lead, train, and develop a team of customer service representatives to deliver top-tier service.
• Establish and implement customer service policies, procedures, and best practices.
• Monitor key performance indicators (KPIs) and drive continuous improvement in customer satisfaction and response times.
• Serve as an escalation point for complex customer issues and complaints, ensuring timely resolution.
• Provide oversight within the region assigned.
• Customer Relationship Management
• Build and maintain strong relationships with customers, distributors, and vendors.
• Oversee customer inquiries related to product availability, pricing, order processing, and returns.
• Implement strategies to enhance customer retention and brand loyalty.
• Gather customer feedback to identify areas for improvement and relay insights to the sales and operations teams.
• Operational Excellence
• Collaborate with the warehouse and logistics teams to ensure timely and accurate order fulfillment.
• Optimize the return and warranty process to enhance customer satisfaction.
• Utilize ERP system to track customer interactions, manage orders, and analyze trends.
• Develop and implement service level agreements (SLAs) to improve efficiency and response times.
• Team Development & Performance Management
• Conduct regular training sessions on customer service best practices and product knowledge.
• Set performance goals and conduct regular evaluations for team members.
• Foster a positive and productive work environment that aligns with company values.
• Industry-Specific Expertise
• Stay updated on trends in the aftermarket collision auto parts industry.
• Understand product compatibility, fitment, and industry regulations to better assist customers.
• Collaborate with sales and marketing teams to develop customer engagement strategies.
Required Skills/Abilities
• Bachelor’s degree in Business Administration, Management, or a related field (preferred).
• 3-5 years of experience in customer service management, preferably in the aftermarket auto parts industry.
• Strong leadership and team management skills.
• Excellent problem-solving, communication, and interpersonal skills.
• Proficiency in ERP systems
• Ability to multitask in a fast-paced, high-volume environment.
• Strong analytical skills to assess customer service trends and KPIs.
• Preferred Skills & Competencies
• Knowledge of aftermarket collision auto parts, including fitment and compatibility.
• Experience handling B2B customer interactions.
• Ability to work cross-functionally with sales, logistics, and operations teams.
• Strong conflict resolution and negotiation skills.
Personal/Professional Attributes
Professional Attributes
• Leadership & Team Management – Strong ability to lead, mentor, and motivate a team to achieve customer service excellence.
• Customer-Centric Approach – Passion for delivering outstanding customer experiences and ensuring customer satisfaction.
• Industry Knowledge – In-depth understanding of aftermarket collision auto parts, fitment, and industry regulations.
• Problem-Solving Skills – Ability to analyze issues, make data-driven decisions, and implement effective solutions.
• Process Improvement – Skilled in streamlining customer service workflows, reducing inefficiencies, and enhancing operational effectiveness.
• Communication & Interpersonal Skills – Excellent verbal and written communication to interact with customers, vendors, and internal teams professionally.
• Conflict Resolution & Negotiation – Ability to handle escalations and resolve conflicts effectively while maintaining customer relationships.
• Data & Technology Proficiency – Experience with the ERP system and data analysis to improve service levels.
• Time Management & Multitasking – Capable of managing multiple priorities in a fast-paced environment.
• Collaboration & Cross-Functional Work – Works effectively with sales, logistics, and operations teams to ensure seamless customer experiences.
Personal Attributes
• Empathetic & Patient – Understands customer concerns and demonstrates patience in resolving issues.
• Detail-Oriented – Focuses on accuracy and quality in order processing, documentation, and customer interactions.
• Proactive & Initiative-Taking – Anticipates customer needs and proactively addresses challenges before they escalate.
• Resilient & Adaptable – Thrives under pressure and quickly adapts to changing market conditions and customer expectations.
• Passionate About the Automotive Industry – Genuine interest in auto parts and collision repair, staying up to date with trends and innovations.
• Integrity & Professionalism – Upholds ethical standards and company values in all customer interactions.
• Positive & Motivational Attitude – Encourages a collaborative and customer-focused culture within the team.
• Results-Oriented – Driven by performance metrics and continuously seeks ways to improve service levels and customer retention.
• Analytical Mindset – Uses data and customer feedback to identify trends and implement service improvements.
• Strong Work Ethic – Dedicated to excellence and consistently goes above and beyond to ensure customer satisfaction.
Travel Requirements
As needed averaging 40%
Commitment to Diversity
Empire Auto Parts is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.
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