Director of Customer Care
hace 1 día
Dallas
Job Description Job Purpose The Director of Customer Care plays a critical role in ensuring the delivery of exceptional service to collision shops, dealerships, body shops, and other B2B customers within the auto parts distribution industry. This role develops and sustains an operating model that produces smooth ordering, fulfillment, and post-delivery support while improving processes that impact accuracy, delivery speed, and customer satisfaction. The ideal candidate understands the fast-paced, detail-driven nature of aftermarket parts distribution and can balance operational efficiency with high-quality customer service. Supervisory Responsibilities • Customer Care Managers from all regions Department Customer Service Duties | Responsibilities Customer Care Strategy • Develop and execute a customer experience strategy that aligns with operational realities of auto parts distribution, including rapid delivery expectations, high order volumes, and part accuracy requirements., • Map and optimize customer journeys across ordering, delivery, returns, warranties, and account support., • Identify opportunities to differentiate service through speed, reliability, and communication. Customer Support & Operations • Oversee day-to-day customer service operations across phone, email, and B2B ordering portals., • Lead and mentor customer support managers, supervisors and representatives, ensuring timely responses and high-quality interactions., • Partner with warehouse and driver teams to ensure order accuracy, fast fulfillment, and proactive issue resolution., • Manage escalations involving incorrect parts, delivery delays, returns, and pricing discrepancies., • Build a customer service methodology with supporting training programs to ensure that, • 90% of inbound queries can be handled at Level 1 and 99% can be handled by Level 1 or Level 2., • There is a consistency of execution across all regions of the organization Customer Insights & Analytics • Track industry-relevant KPIs such as on-time delivery rate, fill rate, order accuracy, first-contact resolution, and NPS., • Analyze customer complaints, trends in parts issues, and patterns in returns to drive operational improvements., • Monitor accounts at risk of churn and collaborate with Sales/Account Management to retain business. Cross-Functional Collaboration • Work closely with Sales, Operations, Quality, Purchasing, and Warehouse teams to ensure a seamless end-to-end customer experience., • Provide voice-of-customer insights related to parts availability, catalog accuracy, inventory gaps, and quality concerns., • Partner with Delivery/Logistics leadership to improve communication and real-time order visibility for customers. Process Improvement • Document and optimize workflows related to ordering, deliveries, backorders, credits, and returns (RMA)., • Implement CX tools and technologies (CRM, call center software, automated notifications, delivery tracking)., • Standardize communication practices to ensure consistent, professional, and efficient customer interactions. Required Skills | Abilities • Required Qualifications, • Bachelor’s degree in Business, Automotive Technology, Logistics, Communications, or related field; or equivalent experience., • 3–5+ years of experience in customer experience, customer service leadership, or operations within the auto parts, aftermarket, collision, logistics, or distribution industry., • Strong understanding of parts ordering, fulfillment workflows, delivery operations, and B2B customer needs., • Exceptional communication and leadership abilities., • Proficiency with CRM platforms, order management systems, and dispatch/logistics tools., • Preferred Qualifications, • Experience working with collision repair shops, fleet services, or dealerships., • Knowledge of aftermarket part types, OEM vs aftermarket standards, and cataloging systems., • Familiarity with warehouse operations, last-mile delivery, and high-volume distribution environments., • Certifications in customer experience or process improvement (CXPA, Six Sigma, etc.). Personal | Professional Attributes • Customer-obsessed mindset, • Operational problem-solving, • Strong sense of urgency, • Ability to thrive in a fast-paced, accuracy-driven environment, • Analytical thinking, • Cross-team communication, • Empathy and conflict resolution, • Continuous improvement mindset, • Excellent communication skills, both written and verbal, • Ability to build and nurture a team Working Conditions | Physical Requirements Demand Frequency Primarily office-based Frequent Frequent interaction with warehouse, logistics, and sales teams Constant Fast environment with high call volume, time-sensitive deliveries, and problem-solving. Constant Constant need for accuracy and rapid response Frequent Daily communication with customer service reps Frequent Travel Requirements • Minimal to moderate travel depending on business demands., • May include visiting locations, attending regional meetings, or meeting with key customer accounts. Commitment to Diversity Empire Auto Parts is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.