PROCall Operations Supervisor

Genuine Parts Company; Nashville (TN); On-site; USD 70,000 - 95,000; Full time

Job summary

Genuine Parts Company (GPC) is seeking a PROCall Supervisor to lead the Customer Communications Center. The role directs daily operations, personnel management, and the department’s financial performance to meet service and sales goals.

The supervisor will establish goals, enforce standards, and manage resources across markets, ensuring high customer satisfaction and accurate order processing.

Qualifications

• Proven leadership or supervisory experience in a wholesale, retail, or customer support environment, 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.
• Ability to analyze performance data and implement process improvements.
• Detail-oriented and capable of managing multiple priorities in a fast-paced environment.
• Commitment to maintaining company policies, security measures, and professional standards.

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.
• Monitors overall department performance and implements corrective actions as needed.
• Oversees accurate order processing, parts identification, and customer communication.
• Interviews, hires, and onboards ProCall Specialists.
• Provides training and ongoing development to enhance product knowledge, sales effectiveness, and system proficiency.

Skills

Leadership

Communication

Organizational skills

Problem-solving

CRM/CRM systems

Tools

POS systems

CRM/TAMS

Electronic parts catalogs

Job description

Genuine Parts Company (GPC) is seeking a PROCall Supervisor to lead the Customer Communications Center. The role directs daily operations, personnel management, and the department’s financial performance to meet service and sales goals.

The supervisor will establish goals, enforce standards, and manage resources across markets, ensuring high customer satisfaction and accurate order processing.