Customer Service - Parts Supervisor
Jayco - Middlebury, IN
Employment Type : Full-Time
Purpose: this position exists to ensure a high level of customer service from the Parts team by supporting the team in meeting service and administration objectives for aftermarket sales and parts support.
Essential functions
- Leads as first de-escalation point for elevated retail & dealer issues to resolve hot customer issues.
- Mediates situations between upset retail consumers and dealerships regarding escalated parts matters.
- Facilitates departmental efficiencies by making recommendations for and ensuring best practices are used.
- Participates as a member of the Secondary Parts team, as needed.
Experience / Knowledge
- Customer facing experience is required.
- Prior high volume call center experience is required.
- Demonstrated desire and ability to assess problem situations and respond appropriately.
- Willingness to learn, grow and adapt to an ever changing product environment.
- Strong communication skills are required.
- Manufacturing background preferred.
- Knowledge of RV construction, processes, parts and warranties, Lemon Laws and recalls are needed. (Preferrably 5-7 years of related experience.)
- Strong organizational skills with the ability to prioritize multiple projects efficiently while maintaining a positive attitude.
- Demonstrated leadership and supervisory experience is required.
- Proficient in MicroSoft Office software.
Necessary Skills & Abilities
- Desire to deliver customer service excellence.
- Problem solver mindset.
- Willingness to learn and grow.
- Responsiveness to customer issues.
- Openness to varying shifts.
- Possess a strong work ethic, including arriving on time & working scheduled shifts.
- Strong communication skills are required with ability to medicate escalated issues and deal with upset customers.
- Strong organizational skills with the ability to prioritize multiple projects efficiently while maintaining a positive attitude.
Work Requirements
- This position may require sitting, standing, and working in front of a computer monitor in an open office setting approximately 95% of the day.
- This position regularly requires communicating with others; use of hands and fingers to operate phone, keyboard and other office tools; reaching with hands and arms.
- This position is a full-time position, which may require some flexibility in hours and days worked.
- Regular attendance is essential.
Management reserves the right to assign or reassign duties and responsibilities to this job at any time.
Jayco offers a generous benefit package including:
- (2) medical insurance plan options, HSAs and FSAs,
- dental insurance,
- vision insurance,
- disability and life insurance,
- 401k plan with a discretionary annual match
Wellness benefits, fitness center access, health clinic for employee use and Employee Assistance Program (EAP) benefits.