Dealer Service Operations Team Lead

We are seeking a proactive and experienced Dealer Service Team Lead to oversee and support the team responsible for delivering exceptional service to our network of dealers and distributors. This role will manage day-to-day operations, provide coaching and support to team members, and ensure service levels and key performance indicators (KPIs) are consistently met or exceeded. The ideal candidate is an organized leader with a strong background in customer service and dealer operations.

Location of Role: Gibson Headquarters, in office 

Scope: Americas (GMI), Service Levels, Sales/Ops, Customer Service

Essential Functions

• Team Leadership: Supervise, mentor, and support the Dealer Service team to deliver consistent, high-quality service to Dealer and Distributor partners.

• Performance Management: Monitor team performance, set goals, and conduct regular performance reviews.

• Training & Development: Identify training needs and assist in the development and delivery of ongoing training programs to enhance team capabilities.

• Process Improvement: Evaluate existing service processes and propose enhancements to improve efficiency and dealer satisfaction.

• Issue Resolution: Act as an escalation point for complex dealer issues and ensure timely and effective resolution.

• Reporting: Track key metrics, analyze, and prepare regular reports on team performance, dealer feedback, and operational challenges.

• Cross-Functional Collaboration: Work closely with Commercial and Operations teams to align dealer support efforts with broader business goals.

• Dealer Communication: Ensure consistent and professional communication with Commercial teams across all service channels (phone, email, CRM systems).

• System Management: Oversee the use of service tools and platforms (CRM, ticketing systems, etc.) and ensure accurate data entry and case tracking.

• Other duties as assigned.

Required Skills/Abilities 

• Excellent interpersonal and communication skills, both written and verbal

• Strong analytical and troubleshooting abilities

• Data analysis and Excel/PowerBI proficiency

• Proficient in CRM systems and Microsoft Office Suite.

• Knowledge of multiple warehouse distribution centers, systems, or retail dealer network industry is a plus.

Required Education and Experience

• 3+ years of experience in customer or dealer support roles, with at least 1 year in a supervisory or leadership role.
• Familiarity with dealer management systems and CRM tools (Tableau, PowerBI, Salesforce)
• Understanding of service workflows, logistics, and order fulfillment processes.
• Experience with ERP systems (D365, SAP, Oracle) 

Personal Qualities  

• Passionate about working and winning in a team environment.
• Results oriented and driven, with a track record for delivering to plan
• Flexibility to adapt quickly to changing circumstances.   Able to proactively question and challenge to prioritize and identify solutions in timely manner
• Clear and logical thinker 
• Relish working in a company with a diverse, challenging, and fast paced environment 

Travel Requirements 

• Periodic travel to commercial meetings, dealer meetings, and Gibson Brands tradeshows events may be required (approximately less than 5%).