Parts Town Careers

Description

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, let’s chat – Apply Today!

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
• 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 our Director, Customer Solutions (internally known as Director, Parts Experts), you will lead the Customer Experience teams within the Institutions business unit, ensuring a consistent, high-quality experience across all customer interactions. You’ll collaborate closely with Parts Experts leaders and team members to drive operational alignment and deliver a seamless customer experience. This role requires strong cross-functional collaboration, partnering with teams across all of Customer Experience and other areas of the Town to align goals, improve processes, and deliver a unified customer journey. Success in this role requires a self-starter with a strong operational mindset, a passion for fostering a team environment and developing others, sharp communication skills, and the ability to thrive in a fast-paced, customer-focused environment. 

A Typical Day

• Lead and align with Parts Experts Institutions managers on the overall customer experience journey, while maintaining a strong focus on the needs of Institutional customers 
• Partner with the 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 Institutions leaders, fostering a collaborative, energetic, and high-performing team culture 
• Ensure all team members have clearly defined roles and understand how their work contributes to team success 
• Partner with Customer Experience leaders across the business to define and refine processes that improve the overall customer journey 
• Evaluate and implement continuous improvement opportunities across the segment 
• Develop and coach team members to support talent development, build a strong internal pipeline, and maintain a high level of engagement 
• Collaborate with the 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 corporate and government partners 
• 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 
• The primary customer focus of this role will be with Corporate Partnerships and Education & Government customers 
   

To Land This Opportunity

• You have 2+ years of experience managing a team (ideally within Customer Experience)
• You’re passionate about customer experience and excited to help grow our Institutions business successfully 
• You have a proven track record of managing high-volume customer experience teams 
• You bring strong skills in project management, data/reporting, and process improvement 
• You’re a logical thinker who isn’t afraid to challenge the status quo 
• You are strong with Microsoft Excel and can analyze data, tell a compelling story, and drive meaningful CX improvements based on the analysis 
• You know your way around systems like Salesforce (CRM), Qlik (BI), and SAP, and can leverage data for smart decisions 
• You understand global fulfillment center operations and how to deliver outstanding customer service through tight operational partnerships 
• You’re highly ambitious and passionate about growing the 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 currently live in the Ft. Wayne, IN area or you are willing to relocate to the Ft. Wayne, IN area
• 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)

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 $88,825 - $131,560 annually 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.