Director of Customer Care

Empire Auto Parts•Dallas, TX

About The Position

The Director of Customer Care plays a critical role in ensuring the delivery of exceptional service to collision shops, dealerships, body shops, and other B2B customers within the auto parts distribution industry. This role develops and sustains an operating model that produces smooth ordering, fulfillment, and post-delivery support while improving processes that impact accuracy, delivery speed, and customer satisfaction. The ideal candidate understands the fast-paced, detail-driven nature of aftermarket parts distribution and can balance operational efficiency with high-quality customer service.

Requirements

Bachelor’s degree in Business, Automotive Technology, Logistics, Communications, or related field; or equivalent experience.
3–5+ years of experience in customer experience, customer service leadership, or operations within the auto parts, aftermarket, collision, logistics, or distribution industry.
Strong understanding of parts ordering, fulfillment workflows, delivery operations, and B2B customer needs.
Exceptional communication and leadership abilities.
Proficiency with CRM platforms, order management systems, and dispatch/logistics tools.

Nice To Haves

Experience working with collision repair shops, fleet services, or dealerships.
Knowledge of aftermarket part types, OEM vs aftermarket standards, and cataloging systems.
Familiarity with warehouse operations, last-mile delivery, and high-volume distribution environments.
Certifications in customer experience or process improvement (CXPA, Six Sigma, etc.).

Responsibilities

Develop and execute a customer experience strategy that aligns with operational realities of auto parts distribution, including rapid delivery expectations, high order volumes, and part accuracy requirements.
Map and optimize customer journeys across ordering, delivery, returns, warranties, and account support.
Identify opportunities to differentiate service through speed, reliability, and communication.
Oversee day-to-day customer service operations across phone, email, and B2B ordering portals.
Lead and mentor customer support managers, supervisors and representatives, ensuring timely responses and high-quality interactions.
Partner with warehouse and driver teams to ensure order accuracy, fast fulfillment, and proactive issue resolution.
Manage escalations involving incorrect parts, delivery delays, returns, and pricing discrepancies.
Build a customer service methodology with supporting training programs to ensure that 90% of inbound queries can be handled at Level 1 and 99% can be handled by Level 1 or Level 2.
There is a consistency of execution across all regions of the organization
Track industry-relevant KPIs such as on-time delivery rate, fill rate, order accuracy, first-contact resolution, and NPS.
Analyze customer complaints, trends in parts issues, and patterns in returns to drive operational improvements.
Monitor accounts at risk of churn and collaborate with Sales/Account Management to retain business.
Work closely with Sales, Operations, Quality, Purchasing, and Warehouse teams to ensure a seamless end-to-end customer experience.
Provide voice-of-customer insights related to parts availability, catalog accuracy, inventory gaps, and quality concerns.
Partner with Delivery/Logistics leadership to improve communication and real-time order visibility for customers.
Document and optimize workflows related to ordering, deliveries, backorders, credits, and returns (RMA).
Implement CX tools and technologies (CRM, call center software, automated notifications, delivery tracking).
Standardize communication practices to ensure consistent, professional, and efficient customer interactions.