ProCall Supervisor

NAPA Auto Parts; Salt Lake City (UT); On-site; USD 65,000 - 90,000; Full time

Job summary

NAPA Auto Parts in Salt Lake City, UT is seeking a PROCall Supervisor to lead the Customer Communications Center and manage daily operations, staffing, and performance. You will direct the PROCall Specialists, enforce service standards, and ensure exceptional customer experiences while monitoring outcomes and coaching staff.

The role emphasizes leadership, resource management, process improvement, and collaboration with store leadership to align operations with sales strategies.

Qualifications

• Proven leadership or supervisory experience in wholesale or retail settings.
• Strong interpersonal and communication skills with ability to motivate staff.
• Excellent organizational, problem-solving, and decision-making abilities.
• Proficient with POS systems, parts catalogs, and CRM/TAMS.
• Customer-oriented with demonstrated service excellence and issue resolution.
• Ability to analyze performance data and implement improvements.
• Detail-oriented with ability to manage multiple priorities.

Responsibilities

• Directs the work of full-time ProCall Specialists across markets and locations.
• Sets departmental goals aligned with store and company objectives.
• Develops and enforces service standards and call procedures.
• Directs workflow, prioritizes tasks, and resolves operational challenges.
• Monitors performance and implements corrective actions as needed.
• Ensures high customer satisfaction, order accuracy, and communication.
• Interviews, hires, and onboards ProCall Specialists.
• Provides training to enhance product knowledge, sales, and system use.
• Conducts performance evaluations and provides coaching.
• Manages disciplinary actions and performance improvement plans.
• Makes recommendations on promotions and compensation adjustments.
• Develops staffing plans and schedules to meet demand while managing costs.
• Oversees accurate order processing, parts identification, and customer updates.
• Ensures policy compliance, asset protection, and controls.
• Analyzes workflows and drives efficiency improvements.
• Handles escalated customer concerns and complex issues.
• Collaborates with leadership to align operations with sales strategies.
• Monitors metrics like sales support, order accuracy, response times.
• Reviews trends and inventory reports to identify improvements.
• Delivers performance reports to senior management.
• Mentors team members and fosters a culture of accountability and teamwork.
• Provides call support during peak periods or shortages when needed.

Skills

Leadership

Interpersonal skills

Organizational skills

Problem solving

Decision making

Detail oriented

Policy compliance

Tools

POS systems

Electronic parts catalogs

CRM/TAMS

Job description

Salt Lake City, UT, USA
Full time
R26_0000027076

Job Summary

The PROCall (Customer Communications Center) Supervisor is responsible for the overall management, leadership, and performance of the PROCall department. This position has primary responsibility for directing the daily operations, personnel management, customer service standards, and financial performance of the PROCall team. The role exercises independent judgment and discretion in managing staff, resolving operational issues, allocating resources, and ensuring achievement of departmental goals. While this position may provide direct customer support during peak periods, the primary duty of the position is management of the department and its employees.

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.
• Ensures the department consistently delivers high levels of customer satisfaction and order accuracy.
• 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.

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.

Leadership

• Embodies the following values: serve, perform, influence, respect, innovate, team.
• Effectively communicates by motivating and inspiring others through clear and proactive communication.
• Delivers results and drives customers success by committing and focusing on outcomes to deliver results and making the customer the center of decisions.
• Make balanced decisions and thinks strategically by being a forward thinker.
• Develops high-performing teams by providing inclusive leadership, attracting, and developing world-class talent, providing ongoing feedback, and building trust across the organization.

Physical Demands / Working Environment

• This position is primarily office-based and sedentary in nature: sitting for prolonged periods of computer work to monitor operational performance, analyze metrics, and support team operations.
• Positions may occasionally assist with phone calls during periods of increased demand or staffing shortages.
• Travel up to 30% to support direct reports in local market.

GPC conducts its business without regard to sex, race, creed, color, religion, marital status, national origin, citizenship status, age, pregnancy, sexual orientation, gender identity or expression, genetic information, disability, military status, status as a veteran, or any other protected characteristic. GPC's policy is to recruit, hire, train, promote, assign, transfer and terminate employees based on their own ability, achievement, experience and conduct and other legitimate business reasons.

Where permitted by applicable law, successful applicants must be fully vaccinated against COVID-19 prior to start date. COVID-19 vaccination is a condition of employment, subject to an approved accommodation, and proof of vaccination will be required on or prior to start date.

GPC conducts its business without regard to sex, race, creed, color, religion, marital status, national origin, citizenship status, age, pregnancy, sexual orientation, gender identity or expression, genetic information, disability, military status, status as a veteran, or any other protected characteristic. GPC’s policy is to recruit, hire, train, promote, assign, transfer and terminate employees based on their own ability, achievement, experience and conduct and other legitimate business reasons.

Equal employment opportunity, including veterans and individuals with disabilities.

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