Head of Customer Service and Experience

FleetPride is the largest after-market distributor of heavy-duty truck and trailer parts in the U.The Service Manager is responsible for supervising and coordinating the activities of service operations, managing the overall performance of all areas of the Service Center including P&L, equipment, personnel administration, and work schedules. It is the Service Manager’s objective to meet or exceed the annual EBITDA, sales budget and inventory goals while fulfilling the customers’ expectations for supply of product and service.

Duties & Responsibilities Oversee all Service functions and workspaces in the Service Center.

Delegate and direct Service tasks; monitor the Service department workflow processes and progress of all current and pending work assignments.

Consistently deliver incredible customer service experiences by offering knowledge, advice, and answering questions and concerns.

Proactively coach employees to achieve a high-performance level and manage costs and assets of the Service Center to achieve financial performance targets.

Act as the highest source of information for all service, inventory, and product-knowledge concerns and work process matters (for both employees and customers).

Manage and update work orders and invoices to ensure quality and timeliness of work performed and accurate invoicing.

Provide a quality check process on all work performed and the accuracy of invoices.

Communicate and maintain good relations with vendor reps, dealers and subcontractors.

Help train new employees in company procedures, including safety and work processes.

Stay up to date on industry standards and any new innovations, materials, tools and/or processes that can benefit the company.

Provide direction and oversight to employees and staff and produce accurate reporting of business unit performance as directed by senior management.

Education & Training High school diploma or GED equivalent; bachelor’s degree preferred.

Computer literate and proficient with inventory catalogs and various Microsoft and Google Docs software and programs.

Knowledge & Experience Proven track record in Service operations and customer service.

Works well under pressure and manages stressful situations with ease.

Strong customer service and salesmanship skills.

Skills & Abilities Ability to manage a P&L.

Working Conditions / Work Environment The primary environment is characterized by Inside/Outside Conditions, Varied Temperature Changes, minimal chemical hazards, vibration, dust and vehicle noise.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

FleetPride is the leader in the industry comprised of retail, service, distribution and wholesale divisions. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. Headquartered in Irving, TX, FleetPride is the nation’s largest distributor of heavy duty parts and service in the independent heavy duty aftermarket.

FleetPride’s sophisticated network of over 450 locations, more than 110 service centers, and six distribution centers ensures customers get the parts and services they need, when and where they need them. FleetPride offers career opportunities for self‑motivated professionals and now boasts more than 5,500 experts who are empowered and driven to create tailored solutions and solve problems for each customer’s unique needs.