Vice President of Customer Service

POSITION SUMMARY

The Vice President of Customer Service will define and lead the overall strategy, management, and execution of customer service operations for RealTruck. This role will ensure the delivery of a superior customer experience with global customers across all touchpoints, including post-sales service, returns, warranty claims, and technical support. The VP of Customer Service will also determine the appropriate integration strategies for newly acquired businesses into the customer service ecosystem, developing synergies and optimizing service processes. This role will provide expertise and leadership on key operational challenges such as capacity and workforce planning, capital investment decisions for systems, and policy application. The revenue generating customer service teams will include order management and product support with key KPIs to include CSAT, First Touch Resolution, Product Star Ratings, Average Handle times and Average speed of answer.

CORE FUNCTIONS

• Strategic Leadership:

o Develop and execute a comprehensive global customer service strategy that aligns with company goals, emphasizing customer satisfaction, retention, and brand loyalty.

o Lead integration efforts for new acquisitions, ensuring seamless customer service alignment with the company's standards and processes.

o Collaborate with cross-functional teams (Sales, Operations, Marketing, Product Development) to create a cohesive customer experience strategy.

o Analyze customer feedback and market trends to proactively identify areas for service improvement and innovation.

• Operational Oversight:

o Oversee the entire customer service function, including call center operations, email/chat support, technical support teams, and warranty/returns management.

o Ensure high performance and efficiency through the implementation and analysis of key performance indicators (KPIs), service level agreements (SLAs), and customer satisfaction metrics.

o Establish and refine customer service processes, leveraging technology and automation to improve response times, accuracy, and customer outcomes.

o Manage vendor relationships (e.g., third-party call centers, software providers) to ensure they meet performance and service expectations.

• Team Leadership & Development:

o Lead, build, mentor, and inspire a high-performing customer service team, (both order management and product support) fostering a culture of continuous improvement and professional development. This role will have multiple direct reports as required for business success as well as a large team of widely dispersed indirect reports delivering service directly to customers.

o Provide strong leadership and direction to customer service managers and frontline staff to ensure alignment with the company's goals and values.

o Develop training programs that equip the team with the technical knowledge and soft skills necessary for high-quality customer service in the aftermarket automotive accessories space.

• Customer Experience Optimization:

o Champion a culture of data excellence establishing best-in-class analytics deliverables, processes, and accountability policies, fostering a data-driven culture across the organization.

o Develop personalized customer service solutions for different customer segments, including wholesale, retail, and e-commerce clients.

o Ensure seamless multi-channel support (phone, email, live chat, social media) with consistent service standards.

• Budgeting & Reporting:

o Develop and manage the customer service budget, ensuring resources are allocated efficiently to meet business needs.

o Provide regular reports to senior leadership on customer service performance, customer feedback, and key strategic initiatives.

• Acquisition Integration:

o Lead the integration of newly acquired businesses into the existing customer service infrastructure, ensuring alignment with the company's customer service vision.

o Identify opportunities for process improvement and cost savings during acquisition integration efforts.

o Develop customer retention strategies tailored to new markets, channels, or product lines introduced through acquisitions.

QUALIFICATIONS & REQUIREMENTS

Education and Experience

• Bachelor's degree in business management, operations management or related field is required. MBA or other advanced degrees preferred.
• 15+ years of experience in customer service required.
• 10+ years of leadership experience in customer service required. Automotive, manufacturing or aftermarket part industry preferred.
• Experience managing large, multi-channel customer service teams, skilled in handling difficult customer escalations and consumer calls.
• Experience with international mergers and acquisitions and successfully integrating customer service operations in newly acquired companies is a strong plus.

Skills, Abilities, and Knowledge

• Strong understanding and utilization of standard operating procedures and process improvement methods that delivered positive business impact on business results.
• Excellent professional communication and relationship building skills.
• Working knowledge of continuous improvement methodologies.
• Ability to handle multiple projects simultaneously within time constraints.
• Familiarity with CRM systems, contact center technologies, and customer service platforms.

Travel

• Occasional travel may be required.

COMPETENCIES

• Focused on delivering outstanding service and building long-term customer relationships.
• Ability to inspire and lead large teams toward common goals.
• Ability to think strategically and resolve complex customer service issues.
• Strong written and verbal communication skills, able to interact with all levels of the organization.
• Comfortable with change and able to lead through dynamic business environments, especially during periods of growth and acquisition.

SUPERVISOR RESPONSIBILITIES

• Manager+: Plans, organizes, evaluates, and directs the employees within the department function. Has up to three direct reports.

PHYSICAL REQUIREMENTS

• This position is subject to sedentary work: exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects. Sedentary work involved sitting most of the time. Walking and standing are required only occasionally.

Physical Activities

• This position is subject to the following physical activities: talking, hearing, and repetitive motions.

Visual Acuity

• The worker is required to have close visual acuity to perform an activity such as preparing and analyzing data and figures; transcribing; viewing a computer terminal; expansive reading; visual inspection involving small defects, small parts and/or operation of machines (including inspection); using measurement devices; and/or assembly of fabrication of parts at distances close to the eyes.

Working Conditions

• This position operates in a professional office environment. This role routinely uses standard office equipment.

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