PROCall Team Lead – Customer Support & Ops

NAPA Auto Parts; Middletown (CT); On-site; USD 65,000 - 90,000; Full time

Job summary

NAPA Auto Parts in Middletown, CT is seeking a PROCall Supervisor to lead the Customer Communications Center. You will direct daily operations, manage staff, and ensure service standards and order accuracy across markets.

This role requires strong leadership, hands-on coaching, and the ability to optimize workflows while controlling labor costs. Travel up to 30% may be required to support direct reports.

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.
• 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.

Skills

Leadership

Supervisory experience

Customer service

Team development

Communication

Problem solving

Staff scheduling

Tools

POS systems

CRM/TAMS

Job description

NAPA Auto Parts in Middletown, CT is seeking a PROCall Supervisor to lead the Customer Communications Center. You will direct daily operations, manage staff, and ensure service standards and order accuracy across markets.

This role requires strong leadership, hands-on coaching, and the ability to optimize workflows while controlling labor costs. Travel up to 30% may be required to support direct reports.