Customer Service Manager

Join the LKQ Family! We're looking for motivated individuals to join our team at LKQ Corporation. With opportunities for growth, competitive benefits, and a supportive work environment, LKQ is the place to be. Apply now and take the first step toward a rewarding career!

Responsible for managing and coordinating activities of the Customer Service department to ensure an outstanding customer experience. Responsible for the development of the department and the individuals within.

Essential Job Duties

• Manage the Customer Service team to ensure quality of service and compliance with policies.
• Set and meet statistic-based goals for the department and associates within.
• Identify and maintain appropriate headcount to meet designated service level goals efficiently.
• Schedule associate hours appropriately to maximize coverage.
• Interview, select, and train associates and supervisors.
• Monitor inbound calls to ensure expectations are being met; provide coaching where there are opportunities for improvement, and positive reinforcement for successful actions.
• Perform regular performance reviews of Customer Service associates and supervisors.
• Provide guidance to associates on all aspects of inventory and customer transactions which may include data entry, cancellations, credits, invoicing, and/or customer service inquiries.
• Determine and execute appropriate corrective actions including termination of employment.
• Implement process improvements within the department and work with department managers to implement improvements in cross functional areas.
• Maintain, update, and improve training processes.
• Respond and assist with customer complaints to ensure they are handled efficiently.
• Assume other duties as assigned.

Supervisory Responsibilities

• Manage the work of others, including planning, assigning, scheduling and reviewing work, ensures quality standards. Responsible for hiring, terminating, training and developing, reviewing performance and administering corrective action for staff.

Minimum Requirements

Education & Experience

• Associate's Degree or equivalent work experience.
• 5 years+ in specialized profession or equivalent; Proficient in specialty including prior senior lead / supervisor experience.

Preferred Requirements

• Bachelor's Degree.
• Bi-Lingual, English & Spanish or English & French.

Knowledge/Skills/Abilities

• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rates, ratios, and percentages and to draw and interpret graphs.
• Frequent use of Outlook, Word, Excel, graphics, etc. Ability to create, maintain and incorporate functions into Word documents, Excel spreadsheets, databases, and Powerpoint presentations to support business objectives.
• Frequently communicates complex information across departments and interacts with management. Can present, resolve and address delicate situations. Can motivate and persuade others.
• Problems are varied and complex, requiring analysis or interpretation of the situation. Problems are solved using knowledge and skills, general precedents and practices.
• Decisions impact the management and operations within a department or business unit. May contribute to business and operational decisions that affect the department.
• Provides and sets goals and priorities for functional area. May make recommendations for department policies, practices, and programs. Makes decisions for and/or resolves problems for others.
• Handle multiple tasks or projects simultaneously with moderate complexity.

Essential Physical Demands/Work Environment

• Work is primarily sedentary: must be able to sit for extended periods of time and use a computer, keyboard, and mouse, frequently.
• Travel may be required periodically, including overnight stays (contingent on position requirements).
• Must be able to lift up to 25 pounds.

Benefits:

• Health/Dental/Vision Insurance
• Paid Time Off
• 401k with Generous Company Match
• Company Paid Life Insurance and Long-Term Disability
• Short-Term Disability
• Employee Assistance Program
• Tuition Reimbursement
• Employee Discounts

Join us for an exciting career journey with positive, driven individuals.