Published On 11/06/2023
The Customer Service Supervisor supports the Customer Service Manager in executing change per the direction given, and understands the importance of equity, confidentiality, and communication. This position will help drive and promote excellence on the Customer Service team globally.
The right candidate will be passionate about customer satisfaction, looking to join a fast-paced growing team, and have a passion for the automotive industry.
Inbound Telephone Support
• On occasion the supervisor may be asked to answer inbound calls to the Company’s support telephone numbers as a backup when queue volumes increase and take appropriate action based on the type of call, including:
o Answering basic and complex questions about the company’s operation, products, and services.
o Responds to questions from the Customer Service teamo Accepts and addresses escalated calls
o Entering, changing or checking on the status of orders using NetSuite ERP software
o Tracking and escalating support calls to the appropriate department or personnel based on the subject area, including not limited to: design department questions, technical support questions, accounting questions, product questions, etc.
o Researching customer account issues, including accepting payments and sending statements or resolving questions about accounts
o Screening and forwarding phone calls to XPEL employees
o Notes should include sufficient detail about the call to be useful in the future
Technical Support
• Answering calls from customers and internal employees about the Company’ Design Access Program Software, including:
o Assisting with setting up, activating, deactivating and managing of customer accounts
o Assisting with the installation, operation, and troubleshooting of cutting plotters
o Supporting customers with basic questions about commonly-used functions of the DAP software
o Resolving technical problems with the DAP software and escalating problems for further level of assistance
• Support customers with the use of XPEL’s website and on-line ordering tools
Order Management
• Monitor e-mail inboxes and NetSuite for inbound orders that need to be approved and processed
• Monitor the Inbound Support Queue, answering or forwarding cases to the appropriate party based on current procedure
Outbound Support
• Using lists, criteria or scripts provided, make outbound calls to designated Customers or prospects for various purposes, including:
o Soliciting feedback from customers about the Company’s service, products or performance
o Informing customers about Company products, offerings
o Pro-actively calling customers in response to automated alerts about order delays or other problems
Additional Supervisory duties
• Responsible for completing quality monitoring and scoring calls for Customer Service Representatives and providing constructive feedback
• Responsible for creating and updating work instructions, processes
• May be asked to provide in classroom or virtual new hire training• Addresses escalated customer issues
• Provides floor support, responds to real time inquiries from the Customer Service Team.
• Monitors and responds to various chats with the Warehouses and Sales Team to Coordinate communication as required to ensure that efficient and timely deliveries of customer orders are occurring
• Conducts 1×1 meetings with assigned employees to discuss performance, set expectations, and holds them accountable to metrics and goals
• Approves employee timecards and documents attendance records
• Periodic special projects and other duties as assigned
• Supervises and coordinates activities of employees engaged in inbound/outbound calls and back-office processes. Moves resources as needed to accomplish Call Center goals and metrics
• Establish and maintain good rapport with internal and external customers through effective communication both written and oral
• Promotes teamwork, positive attitude, and the “No Tomorrow” XPEL philosophy
Qualifications:
• High School Diploma
• 2-4 years of high-level customer and technical support experience
• Experience providing support through live chats and email preferred
• Knowledge of Excel, Word, Power Point and General Microsoft Office Applications
• Ability to communicate professionally and effectively
• Excellent phone presence with high level of interpersonal, and organizational skills
• Demonstrates a sense of urgency and timeliness to meet customer service call demand
Senior VP & Chief Financial Officer
Mr. Wood has served as the Company’s Chief Financial Officer since June 2016. Mr. Wood is responsible for the Company’s Finance/Accounting, Risk Management, Treasury Management, Investor Relations and Corporate Development functions. Prior to joining the Company, Mr. Wood served as Vice President – Dispensing Operations for Optum Rx (previously Catamaran Home Delivery), Chief Financial Officer of PTRX, Inc., a pharmacy benefits and prescription home delivery company and served in various executive finance roles with AT&T (formerly SBC Communication, Inc.). Prior to this, Mr. Wood served as an Audit Manager for Ernst & Young.
Mr. Wood holds an MBA from University of Texas – Dallas and a Bachelor of Science – Accountancy degree from Southern Illinois University – Edwardsville. Mr. Wood also holds Certified Public Accountant and Chartered Global Management Accountant designations.
VP, Asia Pacific
Mr. West joined XPEL in 2021 and currently serves as the VP of Asia Pacific where he oversees all of XPEL’s business affairs in the region.
Prior to his current role, Mr. West was the Director of Automotive Films, followed by Sr. Director of Install Operations. He has been involved with the automotive aftermarket industry for 20 years and owned a successful shop in Anchorage, Alaska. He also founded Tracwrap, which was sold to XPEL in 2013.
He has traveled the world installing, training, and consulting businesses in the automotive films industry. Mr. West holds a bachelor’s degree in civil engineering.
VP, People Services
Ms. Steiner recently joined the Company, serving as VP of People Services.
Ms. Steiner is responsible for shaping the Company’s people strategies and growing the global capabilities of the Company while aligning it with the overall strategic direction of the organization.
Ms. Steiner brings over 20 years of multi-industry, global HR experience. In her most recent role, she was responsible for leading HR for E. & J. Gallo’s US Sales Organization. Prior to that, she was VP of HR, Americas at Otis Elevators and spent 21 years at General Electric in HR and engineering leadership roles.
Ms. Steiner holds a bachelor’s degree in chemical engineering as well as an MBA from The Pennsylvania State University.
VP, Revenue
Mr. Rimas recently joined the Company, serving as VP of Revenue. He leads the global sales team, partnership and commercial strategy.
Mr. Rimas was the President of Repairify, which empowers the vehicle-side repair professional with software, intelligence, and access to the proprietary Repair OnDemand marketplace. Mr. Rimas also has a wide range of experience in many segments of the automotive industry, including retail, financial services, aftermarket, and fleet services.
Mr. Rimas was the co-founder and Managing Partner of FM Capital, where he led and managed many disruptive automotive investments including Autoniq, Frontier Car Group, Vroom, Autopay, and Revolution Parts. Before FM Capital, Mr. Rimas was the Director of Operations of the Red McCombs Automotive Group where he also helped lead successful investments in both HomeNet Automotive (acquired by Cox Automotive) and ClickMotive (acquired by DealerTrack).
Mr. Rimas is the current Chairman of NitroFill and a former board member of ProCare Collision (acquired by Classic Collision). Mr. Rimas is also Managing Partner of AuctionXM, and an advisor to WarrCloud, Zohr, and NuBrakes. Recently, he joined the board of Work Truck Solutions, Vincue, and exited his vehicle reconditioning business (Streamline Recon) in a merger with SolutionWorks.
Mr. Rimas holds a bachelor’s degree in chemistry from Ball State University.
VP, Corporate Development
Mr. Mayall has worked for/with XPEL since 2000 and currently serves as XPEL’s VP of Corporate Development. He joined XPEL full time in 2016 when his businesses, PRO-TECT FILM and PROFORM, were acquired by XPEL.
Mr. Mayall has been involved in the film, adhesive and automotive aftermarket since 1993 where he started as an installer of window films and paint protection films. In 2004 he founded a film distribution and installation company, PRO-TECT FILM, where they grew to be the largest installer of automotive paint protection film and residential safety/security film in Las Vegas at the time it was acquired. During that time he was also co-owner of PROFORM, a design and software business that operated out of Las Vegas until the time it was acquired.
VP, Product
Mr. Joshi currently serves as XPEL’s VP of Product and has worked at XPEL since 2018. Mr. Joshi oversees Product Management, Manufacturing, Research & Development, Purchasing and Planning functions for the company.
Prior to joining XPEL, Mr. Joshi served as the Deputy General Manager at Garware Hi-Tech Films and oversaw the North American business for the company.
Mr. Joshi holds a Bachelor of Technology (B.Tech) in Mechanical Engineering from the College of Engineering, Pune (COEP) and a Master of Science (M.S.) in Management Science & Engineering from Stanford University.
VP, Services
Mr. Gotro joined XPEL in 2022 and currently serves as the VP of Services. In this role he is responsible for overseeing Dealership, Retail, OEM, Design and Training Operations.
Prior to joining XPEL, Mr. Gotro spent 17 years at entrotech in a variety of positions, including Director of OEM Integration and Director of Paint Protection Film. He also worked in consulting.
Mr. Gotro holds a bachelor’s degree in chemical and biomolecular engineering from The Ohio State University.
VP, Controller
Ms. Coffee joined XPEL in January 2008 and currently serves as the Company’s Controller. She is responsible for all Accounting, Treasury Management and Payroll functions for the company. Prior to joining XPEL, Ms. Coffee served as an Accounting Manager for Enterprise Rent-A-Car.
Ms. Coffee holds and M.Ed. from the University of Texas at Austin and a Bachelor of Science in Accounting from the University of North Texas. Ms. Coffee is also a Certified Public Accountant.
Senior VP, General Counsel
Mr. Awodiran recently joined the Company, serving as General Counsel and Corporate Secretary.
Mr. Awodiran is responsible for all legal and compliance matters affecting the Company, including managing the legal function, providing effective advice on Company strategies and their implementations, corporate governance and securities law compliance, Board and Board committee matters, commercial and corporate transactions, ethics, and compliance.
Prior to joining the Company, Mr. Awodiran served as Group Counsel, Securities and Corporate Law and Assistant Corporate Secretary for Ashland Inc., a global additives and specialty ingredients company. Before this, Mr. Awodiran served in various legal roles at Caterpillar Inc. during his 14 years, most recently as Senior Corporate Counsel, supporting the Industrial Power System Division’s global sales and marketing operations.
Mr. Awodiran holds an LL.M. from the University of Illinois at Urbana-Champaign and an LL.B. from the University of Ibadan, Nigeria. Mr. Awodiran obtained his US bar license from New York State.
VP, Operations
Mr. Alvarez joined XPEL in December 2017 and currently serves as the VP of Operations. In this role he is responsible for overseeing all manufacturing, quality, distribution, logistics, purchasing, and customer service functions within XPEL.
Prior to joining XPEL, Mr. Alvarez served in a variety of operational leadership roles within AT&T and KCI/ Acelity.
Mr. Alvarez holds a bachelor’s degree in finance from St. Mary’s University, and an MBA from Texas A&M University – San Antonio.
Chairman, President & CEO
Mr. Pape serves as XPEL’s Chairman, President and Chief Executive Officer and previously served in a variety of positions within the XPEL until his appointment as Chief Executive Officer in 2009.
Prior to joining XPEL in 2004, Mr. Pape was in technology consulting.
Mr. Pape has a Bachelor of Science degree from the University of Texas at Austin.
Mr. Pape has served on XPEL’s Board of Directors since 2010 and currently serves as the Chairman of the Board.
Director
Mr. North serves as CEO of Lazydays RV Holdings, Inc., a $1.3 billion leader in the RV industry providing RV sales, service, and ownership experiences. He previously served as CFO of global auto reseller Copart, Avis Budget Group and Lithia Motors, one of America’s largest automotive retail groups. While at Lithia Motors, Mr. North helped successfully manage the company’s financial transformation as Lithia grew from $2.1 billion in revenue in 2010 to $12.0 billion in 2018.
Mr. North has a deep knowledge of the automotive industry with proven experience in global retail operations, finance, acquisitions and integrations.
He earned a Bachelor of Science degree in Commerce with an emphasis in Finance from Santa Clara University.
Director
Mr. Klonne built a successful career from entry level sales to President and CEO. He played a major part and led the growth of Findley Adhesives from a $20 Million, regional company to a $300 Million global company which led to the ultimate sale of the company to Bostik, S.A.
Mr. Klonne served as CEO of Bostik, Inc, a subsidiary of Bostik, S.A., of Paris France, for nearly 15 years helping grow Bostik, Inc.’s revenue to $1 Billion with over 1,000 employees at 20 sites across North America, Latin America, Europe and Asia.
Mr. Klonne has served on XPEL’s board since 2017 and currently chairs the Audit Committee.
Director
Mr. Crumly has been investing in start-up companies and other entrepreneurial ventures for more than 30 years. Mr. Crumly has been involved in ventures ranging from consumer products to telecommunications from start-up to the transition to the public marketplace.
Mr. Crumly also has years of experience investing in various real estate ventures, from raw land to developed properties and also has interests in the timepiece and estate jewelry market.
Mr. Crumly graduated from Trinity University in San Antonio with a Bachelor of Science.
Director
Ms. Bogart serves as Senior Vice President, General Counsel, Secretary and Corporate Responsibility of Winnebago Industries. Prior to joining Winnebago Industries, Bogart was Senior Vice President, General Counsel and Compliance Officer, Corporate Secretary at Polaris Industries where she joined in November 2009. Previously, Bogart was General Counsel of Liberty Diversified International; Assistant General Counsel and Assistant Secretary at The Toro Company; and a Senior Attorney for Honeywell Inc.
Ms. Bogart is an accomplished business executive who is known for partnering with senior management to achieve long-term strategic transformational goals, working with public company Board of Directors, corporate governance, corporate social responsibility, risk management, strategy, and mergers and acquisitions.
Ms. Bogart has a Bachelor of Arts degree and Juris Doctorate with Distinction from the University of Iowa.