Genuine Parts Company
ProCall Supervisor
Middletown, CT, USA · Full-time
Sponsorship not specifiedDetected 4 hours ago
CRMCustomer SupportLeadershipCommunicationCollaborationProblem SolvingMentoring
About the role
- The PROCall (Customer Communications Center) Supervisor is responsible for the overall management, leadership, and performance of the PROCall department.
- This position has primary responsibility for directing the daily operations, personnel management, customer service standards, and financial performance of the PROCall team.
- The role exercises independent judgment and discretion in managing staff, resolving operational issues, allocating resources, and ensuring achievement of departmental goals.
Responsibilities
- Develops, implements, and enforces service standards, call handling procedures, and performance expectations.
- Monitors overall department performance and implements corrective actions as needed.
- Ensures the department consistently delivers high levels of customer satisfaction and order accuracy.
- Conducts formal performance evaluations and delivers ongoing coaching and feedback.
- Develops staffing plans and adjusts schedules to meet business demands while managing labor costs.
Requirements
- Proven leadership or supervisory experience in a wholesale, retail, or customer support environment, preferably within parts or technical sales.
- Strong interpersonal and communication skills with an ability to motivate and develop team members.
- Excellent organizational, problem-solving, and decision-making abilities.
- Proficient with POS systems, electronic parts catalogs, CRM/TAMS, and other relevant business systems.
- Customer-oriented with demonstrated success in managing customer service excellence and issue resolution.
- Ability to analyze performance data and implement process improvements.
- Detail-oriented and capable of managing multiple priorities in a fast-paced environment.
- Commitment to maintaining company policies, security measures, and professional standards.
- Leadership
- Embodies the following values: serve, perform, influence, respect, innovate, team.
Compensation
- Makes recommendations regarding promotion, compensation adjustments, and termination; such recommendations carry significant weight in employment decisions.
Visa & Work Authorization
- GPC conducts its business without regard to sex, race, creed, color, religion, marital status, national origin, citizenship status, age, pregnancy, sexual orientation, gender identity or expression, genetic information,
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This listing is sourced directly from Genuine Parts Company's careers page and normalized into a canonical job model.