NPW is a leading provider of the automotive industry. We pride ourselves on delivering exceptional customer experiences and innovative solutions. As we continue to grow, we are looking for a dynamic and experienced National Customer Service Manager to join our team and lead our customer service operations across the country.
The ideal candidate will be a strategic leader with a passion for customer service excellence and the ability to drive significant improvements in service delivery across the organization.
Who is NPW?
NPW is a leading independent automotive aftermarket parts distributor. The Company has over 500 employees, over 50 company owner locations in 16 states and Canada that include both stores and warehouses. NPW was founded in 1969 and has grown significantly through the successful completion of 30 acquisitions and organic endeavors.
Responsibilities:
The National Customer Service Manager will be responsible for overseeing and improving our customer service operations nationwide. This role requires a strategic thinker with excellent leadership skills and a passion for customer satisfaction. The successful candidate will work closely with regional managers and customer service teams to ensure consistent and high-quality service delivery.
Primary Duties and Responsibilities:
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Develop and implement customer service policies and procedures to ensure consistent service delivery across all regions.
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Lead, mentor, and manage a team of regional customer service managers and representatives.
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Monitor and analyze customer service metrics and KPIs to identify areas for improvement.
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Collaborate with other departments to address and resolve customer issues promptly.
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Develop training programs to enhance the skills and knowledge of customer service staff.
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Handle escalated customer complaints and ensure satisfactory resolutions.
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Stay updated with industry trends and best practices to continually improve the customer service experience.
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Prepare and present regular reports on customer service performance to senior management.
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Perform other related duties as assigned by management.
Educational & Skills Requirement:
- Bachelor's degree in Business Administration, Marketing, or a related field.
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Proven experience as a Customer Service Manager or similar leadership role.
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Strong understanding of customer service principles and practices.
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Excellent leadership and team management skills.
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Exceptional communication and interpersonal skills.
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Ability to analyze data and make strategic decisions.
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Proficiency in customer service software and tools.
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Strong problem-solving skills and a customer-focused mindset.
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Ability to travel nationally as required.
Physical Requirements:
- Regularly required to stand, walk, use hands, reach with arms, speak, and listen
Team Benefits:
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Paid Time Off
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Health Benefits
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Employee Purchase Program
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Weekly pay
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401K
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Advancement Opportunities
If you're looking for an exciting career opportunity with room to advance, then National Performance Warehouse is the company for you!
We are a drug-free workplace.
Qualified applicants must successfully pass a pre-employment drug screening.