Supervisor, Customer Solutions (I-Team, Chat)

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
• Monthly IT stipend
• 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

Responsible for shaping the experience of every Parts Town customer, the Supervisor, Customer Solutions – Live Chat (internally known as Captain, Your Parts Town Pen Pal) plays a key role in how Parts Town is transforming the industry.This leader will support internal team members as the primary point of contact for training and guidance while overseeing the day-to-day operations of the Chat Team. They foster a positive, high-performing environment while continuously evaluating and improving processes that support our live chat platform.

A Typical Day

• Manage a team of direct reports across both in-office and remote team members, including overseeing their in-role development and future career progression
• Serve as a resource for chat team members by answering questions and recommending best practices
• Monitor chats and provide feedback on training progress, achievements, and development opportunities
• Deliver reporting on team performance, metrics, and KPIs to your team and to leadership
• Evaluate and improve existing processes and procedures in partnership with the E-Commerce team
• Support the team by handling overflow chats and text interactions as needed
• Coach and develop team members while fostering a positive, collaborative environment
• Drive improvements in parts identification, pricing accuracy, and customer relationship-building
• Interact across various business units to lead and inspire adoption of the chat tool within Customer Service teams, partnering closely with identified leaders and champions to share best practices and customer-level insights across teams

To Land This Opportunity

• You have at least 1 year of mentorship, Team Lead, or Supervisor experience (preferably in a customer service role)
• You have a passion for delivering exceptional customer service
• You maintain a professional demeanor while bringing positive energy and fun to the team
• You are highly organized with strong attention to detail
• You are analytical and think creatively to solve problems
• You are passionate about coaching, training, and creating documentation
• You can multi-task effectively without sacrificing accuracy
• You have excellent communication skills and can respond quickly and effectively in conflict situations
• You are proficient in Microsoft Office, Salesforce, SAP, and HighJump
• 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)
• You can work a schedule of M-F 8:00 AM - 5:00 PM (EST) or 9:00 AM – 6:00 PM (EST) with flexibility to adjust to different hours as needed.

About Your Future Team

The Live Chat team is made up of superhero nerds, gamers, and highly collaborative problem solvers who embrace each other’s quirks. We take pride in decorating our spaces for holidays and are serious about three things: food, our work family, and getting the job done.

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
$56,127.33 - $75,745.91annually ($26.98 – $36.41 hourly) 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.