Supervisor, Service Coordinators

Parts Town; Fort Wayne (IN); On-site; USD 55,000 - 95,000; Full time

Benefits offered by this job

Team events

IT stipend

Casual dress

On-demand pay

Health insurance

401k matching

Employee assistance

Job summary

Parts Town is seeking a Supervisor, Service Coordinators in Fort Wayne, Indiana. You will lead the service coordination team, drive performance, coach staff, and maintain strong manufacturer partnerships to ensure service quality.

You will manage priorities, monitor SLAs, and champion process improvements while collaborating with cross-functional partners to deliver excellent customer experiences.

Qualifications

• 1+ year of mentorship, Team Lead, or Supervisor experience.
• Ability to handle escalated customer concerns and resolve issues in fast-paced environments.
• Strong problem-solving, critical-thinking, and analytical skills with trend identification.
• Excellent communication and ability to collaborate across teams and relationships with manufacturers and customers.
• Strong organizational and time-management skills with attention to detail.
• Experience creating process documentation, training materials, and SOPs while supporting team development.
• Proficiency in Salesforce, SAP, and MS Office (Outlook, Teams, Excel, Word).
• Adaptive, customer-first mindset with ownership, accountability, and professionalism.

Responsibilities

• Lead, coach, and develop direct reports with clear expectations and follow-through.
• Set daily and longer-term priorities based on demand, queue health, staffing, and commitments.
• Monitor service performance metrics and escalations; ensure timely resolutions.
• Provide leadership for manufacturer concerns and cross-functional issues.
• Collaborate with manufacturers and internal teams to align priorities and improve programs.
• Drive process improvements for accuracy, efficiency, and customer satisfaction.

Skills

Leadership experience

Customer service

Communication

Problem solving

Time management

Team collaboration

Analytical skills

Adaptability

Tools

Salesforce

SAP

Microsoft Office

Job description

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.

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 –

• Team member appreciation events and recognition programs
• 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 Supervisor, Service Coordinators, you will lead the people, priorities, and operating rhythm that support warranty service programs and manufacturer partnerships. You will translate business needs into clear team direction, coach performance, make resource decisions, and ensure the right work is resolved at the right level. Working closely with leadership and manufacturer partners, you will protect service quality while maintaining a scalable, accountable, and collaborative operation.

A Typical Day

• Lead, coach, and develop direct reports through regular feedback, clear expectations, and consistent follow-through.
• Set daily and longer-term priorities based on case demand, inbox health, queue aging, staffing, and manufacturer commitments.
• Monitor service performance, including response and dispatch SLAs, case timeliness, escalation age, case and RMA aging, parts-shipped exceptions, and workflow backlog.
• Provide leadership direction for manufacturer concerns, unresolved escalations, and issues requiring cross-functional judgment.
• Partner with manufacturers and internal stakeholders to align priorities, review trends, and support changes to programs or operating processes.
• Sponsor process improvements that increase accuracy, efficiency, scalability, and customer satisfaction; ensure changes are communicated, documented, trained, and sustained.
• Use operational reporting and recurring themes to identify capacity needs, knowledge gaps, and coaching opportunities.
• Create an environment where team members communicate openly, ask for help early, share knowledge, and take ownership of customer and partner outcomes.
• Provide hands‑on operational support when day to day requires leadership involvement.
• Lead cross-functional engagement, culture initiatives, and Ft. Wayne office collaboration by building strong relationships across teams and partnering with site leaders on office-wide efforts.
  

To Land This Opportunity

• You have at least 1 year (s) of mentorship, Team Lead, or Supervisor experience .
• You demonstrate the ability to handle escalated customer concerns, resolve complex issues, and make sound decisions in fast-paced environments.
• You have advanced problem-solving, critical-thinking, and analytical skills with the ability to identify trends, remove obstacles, and drive continuous improvement.
• You have excellent communication skills and an ability to effectively collaborate across teams and build strong manufacturer and customer relationships.
• You have strong organizational and time-management skills with the ability to manage competing priorities while maintaining exceptional attention to detail.
• You have experience creating process documentation, training materials, and standard operating procedures while supporting team development and knowledge sharing.
• You are proficient in Salesforce, SAP, and Microsoft Office applications, including Outlook, Teams, Excel, and Word.
• You are adaptable and can quickly learn new systems, technologies, manufacturer programs, and evolving business processes.
• You have a customer-first mindset coupled with a strong sense of ownership, accountability, professionalism, and follow-through.
• You have a collaborative leadership style that supports peers, provides guidance, and helps create a positive, high-performing team environment.
• You are adaptable, resilient and have a willingness to step into operational gaps, support changing priorities, and lead through action when business needs arise.
• You have a passion for operational excellence, continuous improvement, and delivering exceptional service experiences for customers, manufacturers, and internal stakeholders.
  
• You’re an all-star communicator and are proficient in both written and verbal English .
• You have a quality, high speed internet connection at home .
• You're available to work M-F between the hours of 7:00 AM – 7:00 PM (CST) with flexibility as needed

About Your Future Team

Service Coordinators run on teamwork, support, and a whole lot of good energy. We’ve got each other’s back, we take pride in caring deeply for our manufacturer partnerships, and we’re always looking for creative ways to make our mutual customer’s experience easier and better. Our growing team is made up of high performers who bring passion, curiosity, and a genuine desire to help - whether that means solving a tricky problem, following up just one more time, or going the extra mile to make someone’s day a little brighter. You’ll find us collaborating closely, cheering each other on, and communicating in our preferred professional language: emojis and gifs. We take great service seriously and we have fun delivering it.

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.

Disclaimer

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.