Customer Care Manager

Customer Service Rolling Meadows, Illinois


Position at Autocar Parts, LLC

Do you want to be a Customer Care Manager at GVW Parts?

 Who are we? GVW Parts, (Autocar Parts and JIT Parts) is a national aftermarket truck parts distributor.  We know truck parts and have a dedicated team of professionals working to help our customers keep their trucks rolling. With distribution centers strategically located throughout the US, GVW Parts offers customers premium parts from leading manufacturers - delivered any place, on time with a strong commitment to the most complete customer service experience in the industry.

 What will you do?

Oversee the hiring, orienting, and training of customer care staff.

Develop and implement customer care policies & procedures necessary for ensuring a satisfied customer base.

Communicate with customers to identify their need/expectations and make appropriate adjustments to meet those needs.

Handle tough or complex customer issue by analyzing said problems to come up with solutions effective in addressing customer complaints.

Establish communication channels through which customers can send in their feedback or challenges for prompt resolution.

Analyze customer care data and statistics to obtain results useful in taking key business decisions.

Organize programs for customer care staff to update their job knowledge and enhance their skills.

Oversee the processing and issuance of refunds to customers.

Maintain proper record of all customer care operation and activities for reference purposes.

Conduct surveys to determine the opinion of customers regarding our products/services.

Participate in educational workshops to stay up-to-date on developments in the industry.




What does it take to be part of our team?

Bachelor’s degree preferably in marketing or business administration, or in a related field.

Have 7+ years of experience in customer service or management.

Communication Skills: Our Customer care manager is able to interact with customers using appropriate language to identify their requirements and provide solutions or assistance.

Customer Service Skills: Adept at courteously relating with clients to ensure their needs and expectations are met.

Problem-solving Skills: Skilled in analyzing customer complaints or issues to come up with recommendations useful in resolving client problems .

Stellar attention to detail.

Ability to work cross functionally with other team members in service, engineering and warranty.

Positive attitude.

Excellent phone skills.

Outstanding oral and written communication and interpersonal skills.

Microsoft Office proficiency, computer literacy and solid typing skills.

ERP experience is a plus.


What does it take to be a part of our team?

CHARACTER: We look for people with integrity, honesty, loyalty, humility, and who do not engage in internal politics.

PROACTIVE:  You are a doer, self-made and have led big changes.

  RESULTS DRIVEN: You are a “finisher”, get things done, and like to win.

  ENTERPRISING:  You think outside the box, can work in agile, unstructured environments and don’t reinvent the wheel.

GLOBAL PERSPECTIVE: You have a global view resulting from work with sophisticated international companies.

  SENSE OF URGENCY: You act with the realization that efficiency is vital to success.

HIGHLY COLLABORATIVE: Collaboration is the fuel of our business, whether it is between employees, partners or customers. You are a driving force for continued efficiency among everyday tasks and a necessity for improving the outcomes of business activities.


Where will you work? The Customer Care Manager will be based in Rolling Meadows.

What do we offer in benefits? We offer an attractive compensation and benefits package to include salary and benefits such as medical/dental/vision options, retirement/401K plans, etc.