Parts and Customer Service Manager

The Parts and Customer Service Manager is responsible for the customer experience post sale and manages the Customer Service Department and Replacement Parts Program. This person leads their department strategy, training, education, and provides technical assistance for the team. This candidate works closely with the sales and operations teams to ensure retailers, customers, and end consumers have a positive exchange with Walker Edison. This candidate is also responsible for planning, warehousing, and distribution models related to replacements parts.

We believe that a great team member’s experience leads to an even better customer experience. That is why we place a huge emphasis on building great culture within our teams. Our ideal candidate will possess the capacity and commitment to do the job along with an openness to being coached around skills that will ensure they delight and exceed the expectations of our partners and customers in all areas of the Walker Edison business. We also believe in our team members taking ownership of their performance and their contributions to the overall success of their role.

Qualifications:

• Bachelor’s degree (and/or) 8 – 10 years of customer service leadership or supply chain experience.
• Ability to prioritize and meet tight deadlines.
• Experience managing cross-functional teams.
• Experience in both retail and e-commerce settings.
• Effective team training.
• The ability to lead, inspire, motivate, and influence others to achieve organizational goals.
• Skills: Leadership, Results-driven, action-oriented, performance management, conflict-resolution, creative problem-solving, analytical, strategic thinking. Excellent written, verbal, and interpersonal communication skillset.
• Experience with NetSuite, BazaarVoice, Zendesk, or similar ERP and CRM tools.

Responsibilities:

• The Parts and Service Manager will foster a culture of engagement for all employees to help decrease employee turnover, build business acumen, promote employee development, and facilitate succession planning.
• Personnel demand planning and forecasting.
• Manage hiring, training, and drive efficient and effective performance of the customer service and parts team.
• Instill an employee-focused culture where employees are motivated, inspired, and developed to achieve best-in-class customer satisfaction.
• Establish and implement priorities, performance goals, and data-driven objectives to ensure group results for their teams.
• Natural curiosity is critical for this role, ensuring forward thinking in relationship to customer complaint trends, risk mitigation, and follow-through with internal customers.
• The Customer Service and Parts Manager is responsible for leading effective contact management through a variety of sources, ensuring appropriate modeling, forecasting, and process development.
• Monitor business and process metrics to measure and manage the team’s effectiveness
• Monitor and develop metrics related to the replacement parts program and ensure cost effectiveness for the business.
• Develop strategies to increase the quality and efficiency of support to customers.
• Working knowledge of current and emerging developments/trends (i.e., new technology/customer efficiencies) and collaborates with management to incorporate them in existing and future solutions.
• Maintain in-depth working knowledge of the company’s brands, systems, and processes.
• Responsible for determination of inventory requirements for replacement parts program, coordination of inventory controls related to replacement parts, and monitoring the effectiveness of our replacement parts programs.

Benefits

Comprehensive benefits include generously subsidized medical, dental, and vision insurance as well as life insurance, dependent care and flex spending accounts, a generous 401k match, pet insurance, generous PTO, education reimbursement, and a flexible working environment.

Additional perks include complimentary vending machines, endless amounts of food, subscriptions to the Calm App and gym discount. Walker Edison also offers several company and individual team building enrichment activities and educational classes throughout the year!

About the Company

Walker Edison Furniture is a market-leading, e-commerce drop ship business in the home furnishings realm with an unwavering focus on customer satisfaction every step of the way! Our brand and designs represent our desire to break away from the standard mold and help our customers "Live Outside The Box." This is an exciting time to join our expanding operations. We are an established business with huge future potential. Come join our team and be a part of a fun and growing company where we “Work Outside the Box”!

Walker Edison is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status.