James Johnston is a seasoned professional with over two decades of experience in the Aftermarket and OEM automotive sectors, currently serving as the Director of Customer Service at K&N Engineering. In this pivotal role, James is responsible for overseeing the development and implementation of comprehensive...
James Johnston is a seasoned professional with over two decades of experience in the Aftermarket and OEM automotive sectors, currently serving as the Director of Customer Service at K&N Engineering. In this pivotal role, James is responsible for overseeing the development and implementation of comprehensive service policies and procedures that align with the company’s commitment to excellence. His leadership is characterized by a relentless pursuit of customer satisfaction, where he focuses on reducing wait times and abandonment rates, ensuring that every customer interaction is seamless and positive.
James is currently spearheading several key projects aimed at enhancing the customer experience. One of his notable initiatives includes the implementation of advanced systems to capture and analyze service metrics. By leveraging data analytics, he is able to identify trends and areas for improvement, which directly contributes to elevating service level standards across the organization. His expertise in account management and outstanding customer service has been instrumental in fostering a culture of responsiveness and accountability within his team.
In addition to his operational responsibilities, James is dedicated to mentoring and developing his staff, believing that a well-trained team is essential for achieving high customer satisfaction. His commitment to continuous learning and improvement not only benefits his professional growth but also empowers those around him to excel. With a strong foundation in management and a passion for the automotive industry, James Johnston is a driving force at K&N Engineering, ensuring that customer service remains a top priority in a competitive market.
