Job Summary:
The Customer Service Supervisor is a key link between the company and its customer base of collision repair shops in the region. The Customer Service Supervisor plays a pivotal role in steering the customer service team towards excellence in the aftermarket auto collision parts industry. This position involves managing the day-to-day operations of the customer service department, developing and implementing strategies to enhance customer satisfaction, and leading a team of customer service professionals.

Supervisory Responsibilities:
• Customer Care Agents and Leads

Duties/Responsibilities:

Customer Care Management:

• Team Management: Oversee the customer service team, including hiring, training, mentoring, and conducting performance evaluations.

• Operational Oversight: Manage daily operations of the customer service department, ensuring effective handling of customer inquiries and issues.

• Strategy Development: Develop and implement customer service strategies that align with company goals and enhance customer satisfaction.

• Quality Control: Monitor and evaluate team performance, ensuring adherence to quality standards and customer service protocols.

• Problem Resolution: Handle complex customer complaints or issues; make decisions that balance customer satisfaction and company policy.

• Process Improvement: Continuously assess and improve customer service operations and procedures for greater efficiency and effectiveness.

• Reporting and Analytics: Analyze customer service metrics, prepare reports for management, and use data to inform strategic decisions

• Cross-Departmental Collaboration: Collaborate with other departments to streamline service delivery and address operational challenges.

• Departmental Development: Coach and develop direct reports by delegating task to enhance and achieve long term professional goals

Required Skills/Abilities:

• High school diploma or equivalent.

• 5 years of customer service experience, with at least 2-3 years in a supervisory role, preferably in the automotive or collision parts industry.

• Demonstrated leadership and team management skills.

• Proven experience in customer service management, preferably in a distribution or automotive industry.

• Previous experience in managing an accounting department and or customer care is highly desirable.

• Excellent leadership and team management skills.

• Exceptional customer service and problem-solving abilities.

• Solid understanding of accounting principles.

• Proficiency in enterprise resource planning (ERP) systems.

• Strong analytical and decision-making skills.

• Excellent communication and interpersonal skills.

Personal/Professional Attributes:

• Strong leadership, team building, and interpersonal skills.

• Excellent problem-solving, organizational, and decision-making abilities.

• Proficient in CRM systems, data analysis, and reporting.

• Ability to develop and implement strategic plans.

• Proactive and customer-centric approach.

• High level of professionalism and ethical conduct.

• Resilience and adaptability in a dynamic environment.

• Commitment to ongoing learning and development

FLSA Status: Exempt

Empire Auto Parts, LLC is an equal opportunity employer and affords equal opportunity to all applicants and employees for all positions without regard to race, color, religion, gender, national origin, age, disability, veteran status, or any other status protected under local, state, or federal laws.

Empire Auto Parts participates in E-verify. Link: https://mandatoryview.com/?LicenceId=aff05aa0-caa9-49f7-803f-6dc96b954dd3&ProductType=OnlineApplicant&SubType=PG