Supervisor, Customer Solutions (HVAC)

Parts Town; Chicago (IL); Hybrid; USD 56,127 - 75,746; Full time

Benefits offered by this job

Parts Town Pride

Quarterly profit-sharing bonus

Hybrid work schedule

Team member appreciation events and 2

Volunteer opportunities

Monthly IT stipend

Casual dress code

On-demand pay options

Health insurance

401k/401k match

Employee assistance programs

Paid time off

Paid sick time off

Paid holidays

Paid parental leave

Professional development opportunities

Job summary

Parts Town is seeking a Supervisor, Customer Solutions to shape the customer experience and lead the HVAC customer solutions team. You will train, guide, and support the team in day-to-day operations, ensuring high performance and strong collaboration across departments.

You will drive improvements, coach staff, and manage reporting on KPIs while maintaining a positive culture and focus on customer satisfaction.

Qualifications

• At least 1 year of mentorship, Team Lead, or Supervisor experience in a customer service role.
• You have a passion for delivering exceptional customer service.
• You maintain a professional demeanor with positive energy and fun.
• You are highly organized with strong attention to detail.
• You are analytical and creative in problem-solving.
• You are passionate about coaching, training, and creating documentation.
• You can multi-task effectively without sacrificing accuracy.
• You have excellent communication skills and respond quickly in conflicts.
• You are proficient in Salesforce, SAP, and HighJump.
• You have a reliable high-speed internet connection at home.
• You are an all-star communicator in English (written and verbal).
• You can work M-F 8:00 AM - 5:00 PM CST or 9:00 AM - 6:00 PM EST with flexibility.

Responsibilities

• Manage a team of direct reports.
• Deliver reporting on team performance, metrics, and KPIs to team and leadership.
• Serve as a resource for HVAC team members by answering questions and recommending best practices.
• Coach and develop team members while fostering a positive, collaborative environment.
• Guide the HVAC customer experience by collaborating with customers, manufacturers, and internal departments to meet needs and drive satisfaction.
• Handle payroll, attendance issues, and disciplinary notices when applicable.
• Drive improvements in parts identification, pricing accuracy, and customer relationship-building.
• Monitor the Wallboard and Salesforce Dashboard to ensure phone coverage.
• Assist management with customer escalation calls to find best resolutions.
• Handle reports, ROSD's and warranty exceptions daily.

Skills

Team leadership

Customer service

Communication

Analytical thinking

Training & coaching

Documentation

English proficiency

Tools

Salesforce

SAP

HighJump

Microsoft Office

Job description

Description

See What We're All About

Position at Parts Town

As the fastest-growing distributor of restaurant equipment, HVAC and residential appliance parts, we like to do things a little differently. First, you need to understand and demonstrate our Core Values with safety being your first priority. That's key. But we're also looking for unique enthusiasm, high integrity, courage to embrace change...and if you know a few jokes, that puts you on the top of our list!

If you're ready to roll up your sleeves, go above and beyond and put your ambition to work, all while having some fun, let's chat.

Perks

• Parts Town Pride -- check out our virtual tour and culture!
• Quarterly profit-sharing bonus
• Hybrid work schedule
• Team member appreciation events and recognition programs
• Volunteer opportunities
• Monthly IT stipend
• Casual dress code
• On-demand pay options: Access your pay as you earn it, to cover unexpected or even everyday expenses
• All the traditional benefits like health insurance, 401k/401k match, employee assistance programs and time away -- don't worry, we've got you covered.

The Job at a Glance

Responsible for shaping the experience of each Parts Town customer, the Supervisor, Customer Solutions is a voice to the way that Parts Town is changing the industry. The Supervisor, Customer Solutions will support internal team members by serving as the primary point of contact for training, guidance, and will support the day-to-day functions related to the operations of the HVAC customer solutions team. Taking on additional responsibility through maintaining team reports and projects, this individual will ensure HVAC is functioning at their utmost capacity. They will foster a positive team environment, success in this demanding position requires the ability to thrive within a fast-paced atmosphere, the capability to multi-task, a dedication to coaching and training, and a passion to provide the best experience for our customers.

A Typical Day

• Manage a team of direct reports
• Deliver reporting on team performance, metrics, and KPIs to your team and to leadership
• Serve as a resource for HVAC team members by answering questions and recommending best practices
• Coach and develop team members while fostering a positive, collaborative environment
• Guide our team through the HVAC customer experience by effectively collaborating with customers, manufacturers, and internal departments regarding the customer's needs and finding solutions that create satisfaction for the customer and the company.
• Handle payroll, attendance issues, and disciplinary notices when applicable.
• Drive improvements in parts identification, pricing accuracy, and customer relationship-building
• Monitor the Wallboard and Salesforce Dashboard when needed to ensure phone coverage.
• Assist the management team with customer escalation calls to find the best resolution for the customer.
• Handle reports, ROSD's and warranty exceptions daily.

To Land This Opportunity

• You have at least 1 year of mentorship, Team Lead, or Supervisor experience (preferably in a customer service role)
• You have a passion for delivering exceptional customer service
• You maintain a professional demeanor while bringing positive energy and fun to the team
• You are highly organized with strong attention to detail
• You are analytical and think creatively to solve problems
• You are passionate about coaching, training, and creating documentation
• You can multi-task effectively without sacrificing accuracy
• You have excellent communication skills and can respond quickly and effectively in conflict situations
• You are proficient in Microsoft Office, Salesforce, SAP, and HighJump
• You have a quality, high speed internet connection at home
• You're an all-star communicator and are proficient in English (both written and verbal)
• You can work a schedule of M-F 8:00 AM - 5:00 PM (CST) or 9:00 AM -- 6:00 PM (EST) with flexibility to adjust to different hours as needed.

About Your Future Team

We work & play equally hard! Our team is serious about team lunches and decorating desks to celebrate birthdays & milestone anniversaries. Start thinking about what you'll bring to your first potluck at Parts Town!

At Parts Town, we value transparency and are committed to ensuring our team members feel appreciated and supported. We prioritize our positive workplace culture where collaboration, growth, and work-life balance are celebrated.

The salary range for this role is $56,127.33 - $75,745.91 annually ($26.98 -- $36.41 hourly) which is based on including but not limited to qualifications, experience, and geographical location. Parts Town is a pay for performance-company.

In addition to base pay, some roles offer a profit-sharing program, and an annual bonus depending on the role. Our comprehensive benefits package includes health, dental and vision insurance, 401(k) with match, employee assistance programs, paid time off, paid sick time off, paid holidays, paid parental leave, and professional development opportunities.

Parts Town welcomes diversity and as an equal opportunity employer all qualified applicants will be considered regardless of race, religion, color, national origin, sex, age, sexual orientation, gender identity, disability or protected veteran status.