Supervisor, Customer Solutions (Service Elite)

Parts Town; Chicago (IL); Hybrid; USD 56,000 - 76,000; Full time

Benefits offered by this job

Hybrid work schedule

Quarterly profit-sharing bonus

Casual dress code

Volunteer opportunities

Monthly IT stipend

Health, dental & vision insurance

401k with match

Paid time off

Job summary

Parts Town is seeking a Customer Solutions Supervisor to lead the Service Elite Customer Experience Team in Chicago. The role drives training, coaching, and day-to-day support to ensure teammates have guidance and tools to succeed.

It oversees daily operations to sustain service excellence and a customer-focused culture. The ideal candidate has mentorship or supervisory experience in customer service, excellent communication, and a strong command of MS Office, Salesforce, SAP, and HighJump.

Qualifications

• 1+ year of mentorship, Team Lead, or Supervisor experience in a customer service role
• Passion for delivering exceptional customer service
• Professional demeanor with positive energy and fun
• Excellent communication skills and conflict management
• Stellar organizational and computer skills
• Ability to guide team members through Parts Town learning journey
• Proficiency in Microsoft Office, Salesforce, SAP, and HighJump
• Fluent in English (written and verbal)
• Quality, high-speed internet at home
• Able to 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
• Delegate and maintain the flow of work for the offline team
• Deliver reporting on team performance, metrics, and KPIs to team and leadership
• Handle payroll, attendance issues, and disciplinary notices when applicable
• Engage and coach employees, and build team cohesion to maximize productivity and quality
• Manage reports, ROSD's and warranty exceptions daily
• Support team members in personal growth and development within Parts Town learning journey
• Collaborate with customers, manufacturers, and internal departments to meet customer needs

Skills

MS Office

Salesforce

SAP

HighJump

Communication

Team leadership

Conflict management

Customer service

Tools

Salesforce

SAP

HighJump

MS Office

Job description

Description

Position at Parts Town

See What We're All About

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!

Do you have a genius-level knowledge of original equipment manufacturer parts? If not, no problem! We're more interested in passionate people with fresh ideas from different backgrounds. That's what keeps us at the top of our game. We're proud that our workplace has been recognized for its growth and innovation on the Inc. 5000 list 15 years in a row and the Crain's Fast 50 list ten times. We are honored to be voted by our Chicagoland team as a Chicago Tribune Top Workplace for the last four years.

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

As a key leader within the Service Elite Customer Experience Team, the Customer Solutions Supervisor plays an essential role in shaping both the customer and team member experience. This position serves as the primary resource for training, coaching, and day-to-day support, ensuring team members have the guidance and tools needed to succeed. The supervisor also oversees daily operational activities, helping drive service excellence and reinforcing the innovative, customer-focused approach that sets Parts Town apart in the industry.

A Typical Day

• Manage a team of direct reports
• Delegate and maintain the flow of work coming into and being handled by the offline team.
• Deliver reporting on team performance, metrics, and KPIs to your team and to leadership
• Handle payroll, attendance issues, and disciplinary notices when applicable.
• Become an expert at engaging and coaching employees, as well as team building, while working to maximize productivity and quality within your team.
• Manage reports, ROSD's and warranty exceptions daily
• Support internal team members in personal growth and development as they progress through their Parts Town learning journey.
• Guide our team through Elite 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.
• Be a cheerleader and change agent ready to help guide the team through any and all future policy, procedure, system and company changes.

To Land This Opportunity

• You have 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 while bringing positive energy and fun to the team
• You have excellent communication skills and can respond quickly and effectively in conflict situations
• You exhibit stellar organizational and computer skills
• You get excited about teaching and guiding team members throughout the PartsTown experience while maintaining a friendly and helpful demeanor (no zombies, please!)
• You know MS Office; you may not be a master, but you are on your way!
• You have an outgoing, positive, team-spirited, one-for-all personality
• You are proficient in Microsoft Office, Salesforce, SAP, and HighJump
• You're an all-star communicator and are fluent in English (both written and verbal)
• You have a quality, high-speed internet connection at home
• 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

The Service Elite team is made up of superhero nerds, gamers, and highly collaborative problem solvers who embrace each other's quirks. We take pride in decorating our spaces for holidays and are serious about three things: food, our work family, and getting the job done.

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-$36.42 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.