ProCall Operations Lead

Genuine Parts Company; Des Moines (IA); On-site; USD 70,000 - 100,000; Full time

Job summary

Genuine Parts Company in Des Moines, IA is seeking a PROCall Supervisor to lead the Customer Communications Center, directing daily operations, staff, and service standards. You will steer performance, coaching, and resource allocation to meet departmental goals and ensure high customer satisfaction.

The role emphasizes independent judgment in staffing, training, and process improvements, with travel up to 30% to support direct reports and align with store leadership and company objectives.

Qualifications

• Proven leadership or supervisory experience in wholesale, retail, or customer support, preferably within parts or technical sales.
• Strong interpersonal and communication skills with an ability to motivate and develop team members.
• Excellent organizational, problem-solving, and decision-making abilities.
• Proficient with POS systems, electronic parts catalogs, CRM/TAMS, and other relevant business systems.
• Customer-oriented with demonstrated success in managing customer service excellence and issue resolution.

Responsibilities

• Directly manages and oversees the work of all full time ProCall Specialists in one or more markets, who sit in multiple locations.
• Establishes departmental goals aligned with store and company objectives.
• Develops, implements, and enforces service standards, call handling procedures, and performance expectations.
• Exercises independent judgment in directing workflow, prioritizing tasks, and resolving operational challenges.
• Monitors overall department performance and implements corrective actions as needed.
• Interviews, hires, and onboards ProCall Specialists.
• Provides training and ongoing development to enhance product knowledge, sales effectiveness, and system proficiency.
• Conducts formal performance evaluations and delivers ongoing coaching and feedback.
• Administers corrective action, performance improvement plans, and disciplinary measures as necessary.
• Makes recommendations regarding promotion, compensation adjustments, and termination; such recommendations carry significant weight in employment decisions.
• Develops staffing plans and adjusts schedules to meet business demands while managing labor costs.
• Oversees accurate order processing, parts identification, and customer communication.
• Ensures compliance with company policies, asset protection standards, and operational controls.
• Analyzes workflow processes and implements improvements to increase efficiency and accuracy.
• Manages escalated customer concerns, exercising discretion to resolve complex or high-impact issues.
• Collaborates with store leadership and other departments to align operational execution with overall sales strategies.
• Accountable for department performance metrics, including sales support, order accuracy, call response times, and customer satisfaction.
• Monitors and manages labor allocation, overtime, and productivity standards.
• Reviews sales trends, inventory reporting, and order discrepancies to identify improvement opportunities.
• Prepares and communicates performance reports to senior management.
• Identifies operational improvements that enhance profitability and customer retention.
• Facilitates ongoing team training sessions on product knowledge, systems, warranty processes, and sales practices.
• Develops team members to improve individual performance and prepare high-performing employees for advancement opportunities.
• Fosters a culture of accountability, collaboration, and recognition.
• Provides direct call support during peak periods or staffing shortages to ensure business continuity.
• Assists with complex orders or technical product inquiries when needed.

Skills

Leadership

Communication

Organizational skills

Problem-solving

Data analysis

Customer service excellence

Multi-priority management

Policy compliance

Tools

POS systems

CRM/TAMS

Electronic parts catalogs

Inventory systems

Job description

Genuine Parts Company in Des Moines, IA is seeking a PROCall Supervisor to lead the Customer Communications Center, directing daily operations, staff, and service standards. You will steer performance, coaching, and resource allocation to meet departmental goals and ensure high customer satisfaction.

The role emphasizes independent judgment in staffing, training, and process improvements, with travel up to 30% to support direct reports and align with store leadership and company objectives.