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Parts Town · 10 hours ago

Director, Customer Solutions (Hybrid Work Schedule)

DuPage County, IL

Full-time

Hybrid

Director/Executive

$92K/yr - $137K/yr

Parts Town is the fastest-growing distributor of restaurant equipment and appliance parts, committed to innovation and employee appreciation. The Director of Customer Solutions will lead the customer experience teams, ensuring high-quality interactions and driving operational alignment across departments to enhance customer satisfaction.

CookingFood ProcessingLogisticsRestaurantsSupply Chain Management

Responsibilities

Lead and align with Platinum and Service Elite Parts Experts management on the overall customer experience journey, while maintaining a strong focus on the needs of our Service Company customers

Partner with our future Senior Operations Manager to ensure back-office processes are current, efficient, and effectively managed

Develop, deliver, and analyze performance metrics that support excellent customer interactions, increase retention, and create raving fans

Support and coach Parts Experts Platinum and Service Elite leaders while fostering a collaborative, energetic, and high-performing team culture

Develop and coach team members to support talent development, build a strong internal pipeline, and maintain a high level of engagement

Ensure all team members have clearly defined roles and understand how their work contributes to team success

Partner with Customer Experience leaders across our business to define and refine processes that improve the overall customer journey

Evaluate and implement continuous improvement opportunities across the segment

Collaborate with our Business Development team to design processes that support both team efficiency and customer satisfaction

Join strategic customer calls, gather feedback, and support tailored solutions for high-impact service companies and dealers

Develop business requirements and training programs for process and system enhancements

Consistently model our core values and lead by example to deliver best-in-class customer experiences

Qualification

Customer experience managementData analysisProcess improvementProject managementSalesforce (CRM)Qlik (BI)SAPTeam developmentMultitaskingEnglish proficiencyCommunication skills

Required

You're passionate about successfully growing our Service Company business

You have a proven track record of managing high-volume customer experience teams

You have strong project management, data/reporting, and process improvement skills

You're a logical thinker who isn't afraid to challenge the status quo

You are proficient in Microsoft Excel, can analyze data, tell a compelling story, and drive meaningful customer experience improvements based on the analysis

You know your way around systems like Salesforce (CRM), Qlik (BI), and SAP, and can leverage data to make informed decisions

You understand global fulfillment center operations and how to deliver outstanding customer service through tight operational partnerships

You're highly ambitious and excited to grow our business through customer-centric relationships

You're committed to coaching, training, and building knowledge resources for your team

You can multitask under pressure without sacrificing accuracy or service quality

You have fantastic communication skills & you're proficient in English (verbal and written)

You have a quality, high-speed internet connection at home