LHH

Compensation

Full Description

Role: Director of Customer Care Location: Remote (must travel to work locations approximately 25% of time) Salary: $115,00 - $125,000 The Director of Customer Care plays a critical role in ensuring the delivery of exceptional service to collision shops, dealerships, body shops, and other B2B customers within the auto parts distribution industry. This role develops and sustains an operating model that produces smooth ordering, fulfillment, and post-delivery support while improving processes that impact accuracy, delivery speed, and customer satisfaction. The ideal candidate understands the fast-paced, detail-driven nature of aftermarket parts distribution and can balance operational efficiency with high-quality customer service. Responsibilities: Customer Care Strategy • Develop and execute a customer experience strategy that aligns with operational realities of auto parts distribution, including rapid delivery expectations, high order volumes, and part accuracy requirements. • Map and optimize customer journeys across ordering, delivery, returns, warranties, and account support. • Identify opportunities to differentiate service through speed, reliability, and communication. Customer Support & Operations • Oversee day-to-day customer service operations across phone, email, and B2B ordering portals. • Lead and mentor customer support managers, supervisors and representatives, ensuring timely responses and high-quality interactions. • Partner with warehouse and driver teams to ensure order accuracy, fast fulfillment, and proactive issue resolution. • Manage escalations involving incorrect parts, delivery delays, returns, and pricing discrepancies. • Build a customer service methodology with supporting training programs to ensure that • 90% of inbound queries can be handled at Level 1 and 99% can be handled by Level 1 or Level 2. • There is a consistency of execution across all regions of the organization Customer Insights & Analytics • Track industry-relevant KPIs such as on-time delivery rate, fill rate, order accuracy, first-contact resolution, and NPS. • Analyze customer complaints, trends in parts issues, and patterns in returns to drive operational improvements. • Monitor accounts at risk of churn and collaborate with Sales/Account Management to retain business. Cross-Functional Collaboration • Work closely with Sales, Operations, Quality, Purchasing, and Warehouse teams to ensure a seamless end-to-end customer experience. • Provide voice-of-customer insights related to parts availability, catalog accuracy, inventory gaps, and quality concerns. • Partner with Delivery/Logistics leadership to improve communication and real-time order visibility for customers. Process Improvement • Document and optimize workflows related to ordering, deliveries, backorders, credits, and returns (RMA). • Implement CX tools and technologies (CRM, call center software, automated notifications, delivery tracking). • Standardize communication practices to ensure consistent, professional, and efficient customer interactions Required Skills | Abilities · Bachelor’s degree in Business, Automotive Technology, Logistics, Communications, or related field; or equivalent experience. · 3–5+ years of experience in customer experience, customer service leadership, or operations within the auto parts, aftermarket, collision, logistics, or distribution industry. · Strong understanding of parts ordering, fulfillment workflows, delivery operations, and B2B customer needs. · Exceptional communication and leadership abilities. · Proficiency with CRM platforms, order management systems, and dispatch/logistics tools. Featured benefits Medical insurance, Vision insurance, Dental insurance, 401(k) Equal Opportunity Employer/Veterans/Disabled To read our Candidate Privacy Information Statement, which explains how we will use your information, please navigate to https://www.lhh.com/us/en/candidate-privacy The Company will consider qualified applicants with arrest and conviction records in accordance with federal, state, and local laws and/or security clearance requirements, including, as applicable: • The California Fair Chance Act • Los Angeles City Fair Chance Ordinance • Los Angeles County Fair Chance Ordinance for Employers • San Francisco Fair Chance Ordinance