Customer Service Manager

National Performance Warehouse•Phoenix, AZ

11d

About The Position

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 an experienced Customer Service Manager to lead and develop a customer support team. This role is ideal for a collaborative leader who takes ownership of results, values team input, and thrives in a fast-paced environment. The Customer Service Manager will oversee customer service operations, manage remote and third party teams, and drive continuous improvement while maintaining exceptional service standards. Who is NPW? NPW is a leading independent automotive aftermarket parts distributor. The Company has over 500 employees, 50 company owner locations in 14 states 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.

Requirements

5+ years of management experience with a proven track record of leading teams successfully
Prior customer service experience as a manager
Experience managing remote and third-party teams
Strong verbal and written communication skills
Demonstrated self-starter mindset with the ability to take ownership and drive results
Collaborative leadership style that values team input and engagement
Ability and willingness to travel up to 25%
Strong ability to resolve issues and handle complaints effectively.
Empathy, active listening, and teamwork skills.
Knowledge of automotive parts and repair processes.

Nice To Haves

Bilingual
Located near a major distribution center (Miami, Dallas, Phoenix)
Experience with call center applications (Xima, RingCentral, or similar platforms)
Experience in the auto parts industry
Six Sigma or lean process improvement experience

Responsibilities

Lead, coach, and develop a customer service team to deliver outstanding customer experiences
Oversee daily customer service operations to ensure service levels, response times, and quality standards are met
Manage remote and third-party customer service teams while maintaining consistent service delivery
Recruit, onboard, train, and mentor customer service representatives and supervisors
Conduct regular performance reviews, provide coaching, and support professional development of team members
Monitor and analyze key performance indicators (KPIs) such as response time, resolution time, call quality, and productivity
Address and resolve escalated customer issues and complex service concerns
Develop and implement customer service policies, procedures, and service standards
Foster a positive team culture that promotes collaboration, accountability, and continuous improvement
Manage scheduling, staffing levels, and productivity across team
Partner with internal departments such as operations, sales, marketing, and IT to resolve issues and improve processes
Communicate customer service trends, challenges, and insights to leadership
Identify opportunities to improve the overall customer experience and service efficiency
Oversee and optimize the use of the call center and customer service platforms
Ensure team members are properly trained on systems and tools
Prepare and present service performance reports and operational updates to leadership
Travel up to 25% to support team operations and business needs