Customer Service Manager

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.

Primary Duties and 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
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Skills Requirement:

• 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.

Preferred Qualifications 

• 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

Physical Requirements:

• Occasionally lift and/or move up to twenty (20) pounds unassisted.
• Occasionally lift and/or move up to fifty (50) pounds unassisted.
• Regularly required to read, talk, listen, sit, and stand.
• Occasionally required to walk, bend at waist and knees, use hands and reach with arms.

Team Benefits:

• Paid Time Off
• Health Benefits
• Employee Purchase Program
• Weekly pay
• 401K
• 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.

NPW is proud to be an E-Verify employer. All offers of employment are contingent upon verification of your eligibility to work in the United States.

Qualified applicants must successfully pass a pre-employment drug screening.