Team Lead, Customer Solutions

Parts Town; Chicago (IL); Hybrid; USD 50,000 - 67,000; Full time

Benefits offered by this job

Hybrid work schedule

Quarterly profit-sharing bonus

Team member appreciation events and a

Volunteer opportunities

Monthly IT stipend

Casual dress code

On-demand pay options: Access your pay

Health insurance

401k/401k match

Employee assistance programs and time

Paid time off, paid sick time off, and

Paid holidays, paid parental leave

Job summary

Parts Town, a fast-growing distributor of restaurant equipment, HVAC, and appliance parts, seeks a Customer Solutions Team Lead in Chicago. You will lead a team of Parts Experts, drive customer satisfaction, and ensure operational excellence across escalation management, training, and performance metrics.

The role requires a proactive leader with 2+ years in customer-facing roles, proficiency in Salesforce, Microsoft Office, SAP, and HighJump, and a collaborative approach to cross-functional

Qualifications

• 2+ years of experience in a customer-facing role (preferably over the phone).
• Proficient in English (written and verbal).
• Strong organizational and multitasking abilities with attention to detail.

Responsibilities

• Monitor team metrics and performance.
• Provide ongoing training and support to team members.
• Delegate tasks and assist Parts Experts in daily operations and escalations.
• Handle escalated customer calls and respond to messages in Microsoft Teams.
• Guide the team in customer experience by collaborating with customers, manufacturers, and internal departments, identifying solutions that satisfy all parties.
• Maintain accurate customer information in Salesforce and follow up on open cases.
• Handle incoming customer calls as needed in the queue.
• Collaborate with leadership on performance reviews, improvement plans (PIPs), and time-off approvals.
• Manage reports and various tasks/projects assigned by leadership.

Skills

Customer-facing experience

Strong communication

Team-oriented

Tools

Microsoft Office

Salesforce

SAP

HighJump

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.

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

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

The Customer Solutions Team Lead is responsible for leading and developing our team of Customer Solutions Specialists (A.K.A. Parts Experts), ensuring operational efficiency, high customer satisfaction, and consistent performance. This role requires strong leadership, effective communication, and a proactive approach to team development!

A Typical Day

• Monitor team metrics
• Provide continuous support and ongoing training to our internal team members
• Delegate tasks and support our Parts Experts in daily operations, system navigation, and escalations
• Handle escalated customer calls and ensure timely responses to Microsoft Teams messages
• Guide our team through the 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
• Maintain accurate customer information in Salesforce and follow up/follow through with open cases
• Handle incoming customer calls as needed in the queue
• Collaborate with leadership on performance reviews, PIPs, and time-off approvals
• Manage reports and various tasks/projects assigned by leadership

To Land This Opportunity

• You have 2+ years of experience in a customer facing role (preferably over the phone)
• You exhibit stellar organizational skills and can multitask without sacrificing accuracy
• You are proficient in Microsoft Office, Salesforce, SAP, and HighJump
• You get excited about teaching and guiding team members throughout the Parts Town Elite experience while maintaining a friendly and helpful demeanor (no zombies, please!)
• You have an outgoing, positive, team-spirited, one-for-all personality
• 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 8:00 AM -- 5:00 PM (EST) with flexibility to adjust to different hours as needed.

About Your Future Team

Our team is truly a family unit, we like each other...a lot! We work hard and play hard together, every day. Whether it's a potluck or a team outing we like to have a good time while working. We also love to let our inner nerd shine; whether you're nerdy about sports, comic books, cats or baking we can't wait to get to know you!

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 $49,524 - $66,835 annually ($23.81 -- $32.13 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.