About Us:

Wheel Pros is the leading manufacturer and distributor of aftermarket wheels in the world with a growing assortment of brands and different vehicle modifications. As we continue to dominate the aftermarket space, we have an exciting opportunity to join the team!

Job Summary:

The Director of Customer Service directs and oversees all aspects of the organization’s customer service teams, processes, systems, key performance indicators, policies, objectives, and initiatives.

Responsibilities:

• Responsible for servicing WP customers in ways that increase customer satisfaction, retention, and loyalty.
• Lead projects to review operational procedures and practices towards the goal of making continuous improvement.
• Develop service level standards and processes focused on reducing response times and providing high customer satisfaction.
• Establish policies and procedures that produce high quality customer service delivery.
• Implement systems to capture and report on service metrics, including customer feedback or trends in product or service issues.
• Manage resource decision-making and planning.
• Manage customer warranty and returns processes.
• Align customer service activities and initiatives to support and enhance the objectives of the organization.
• Manage multiple customer service and sales teams on different systems in a few locations; over time bringing those teams together in fewer systems and fewer locations to gain a more cohesive and efficient customer experience.

Requirements:

• Minimum of 8 years Customer Service experience with 3 years' experience in a leadership role is mandatory to be considered in this position.
• Minimum of 5 years eCommerce Customer Service experience is mandatory to be considered in this position.
• Automotive industry experience a plus
• Bachelor’s Degree and/or equivalent combination of education and/or experience
• Knowledge of Salesforce CRM and/or Zendesk a plus
• Knowledge of NetSuite ERP a plus
• Ability to forecast, analyze and prepare statistical reports and metrics for customer satisfaction, turnover reductions, ROI measurement, productivity
• Occasional Travel (20%) to US-based locations
• Team orientation
• Data and analytics driven
• Self-starter

Disclaimer:

We are an E-Verify employer.

If an offer for employment is made, the offer will be contingent on passing a pre-employment background and drug screening.

Wheel Pros is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, or protected veteran status.

The preceding position description has been designed to indicate the general nature and essential duties and responsibilities of work performed by employees within this position. It may not contain a comprehensive inventory of all duties, responsibilities, and qualifications required of employees in this position. The description, duties, functions, and responsibilities are subject to change at the discretion of Wheel Pros.

Job Type: Full-time

Pay: $115,000.00 - $125,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Experience level:

• 8 years

Shift:

• Day shift

Weekly day range:

• Monday to Friday

Work setting:

• In-person
• Office

Ability to commute/relocate:

• Englewood, CO 80111: Reliably commute or planning to relocate before starting work (Required)

Application Question(s):

• How many years of experience do you have working in Direct to Consumer E-commerce environments? At which company(s) did you gain e-commerce customer service experience?

Work Location: In person

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