ProCall Supervisor

USA GPC Genuine Parts Company; United States; Presencial; USD 65.000 - 90.000; Jornada completa

Descripción de la vacante

GPC Genuine Parts Company is seeking a PROCall Supervisor to lead the Customer Communications Center. You will direct daily operations, manage staff, and uphold service standards while monitoring performance and financial results.

The role involves scheduling, training, and resolving escalated issues to maintain high customer satisfaction and accurate order processing. The supervisor collaborates with store leadership and other departments to align execution with sales strategies and ensures

Formación

• Proven leadership and supervisory experience in a fast-paced environment.
• Strong interpersonal and communication skills with ability to motivate staff.
• Experience with CRM systems, POS platforms, and data-driven performance reviews.

Responsabilidades

• Directly manage ProCall Specialists across markets and locations.
• Set goals, standards, and performance expectations; monitor metrics.
• Hire, onboard, train, and develop staff; conduct performance evaluations.
• Handle escalated customer issues and ensure satisfaction and accuracy.

Conocimientos

Leadership

Supervisory Experience

Customer Service

CRM experience

Data analysis

Herramientas

POS systems

CRM/TAMS

Descripción del empleo

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.

Equal Opportunity

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.

Company Culture

Since 1928, GPC has set the standards for performance and value for our customers and our stakeholders. Today, we’re proud to say we’re the largest global auto parts network and a leading industrial parts distributor, one that offers rewarding careers that combine small company feel with a global scale. Our strengths are in the relationships we build and the value we deliver by merging local expertise with a global force.