Parts Customer Service Manager

The Parts Customer Service Manager leads the department to consistently meet and exceed customer service expectations. This role brings deep knowledge of departmental processes and procedures and designs efficient, balanced workflows to support day-to-day operations for the Customer Service and Order Processing teams. The Manager monitors service metrics to ensure projects, goals, and initiatives are achieved and to identify, implement, and sustain process standards and improvements. In addition, the Manager supports resource planning and key decisions, partners with internal departments to ensure readiness for current and future organizational initiatives and assists the sales team by resolving sales-related and customer requests. The Manager also collaborates with the eCommerce team to advance the parts eCommerce initiative and provides leadership with parts sales data, overall department strategy, challenges, and growth opportunities. A thorough understanding of daily operations is essential to drive efficiency and continuous improvement across the department.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

• Provide team member feedback, employee alignment process, and annual review reporting.
• Manage staffing requirements and territory assignments on a regular basis.
• Manage collaboration and implementation of department processes, procedures, and goals.
• Provides reports for sales analysis using various reporting tools and excel.
• Handle special projects as needed or upon other management requests.
• Oversee department training and all tools for the department.
• Review and assess performance metrics and reports for improvements or changes to processes.
• Direct order processing for employee sales.
• Effectively communicate to the team on all company and department issues, policies, and procedures.
• Provide support to sales staff inquiries with resolution.
• Attend and actively participate in various meetings representing the department.
• Ability to present at meetings representing the department.
• Facilitate Team Leader and Department meetings.
• Review and approve the additional of new parts customers.
• Provide monthly sales reporting to leadership, and additional reporting upon request.
• Effectively communicate with Parts Operations and Parts Factory management on customer needs and issues.
• Maintain an in-depth understanding of our ERP system in order to lead the order processing team and look for and implement order processing improvements.
• Lead and encourage team building exercises and focus on continued positive morale.

• High School diploma or general education degree (GED) required.
• Bachelor’s degree preferred.
• Five or more years related experience required.
• One or more years of leadership experience required.
• Proficient knowledge in Excel is required.

The hours for this position are 8:00am - 4:30pm, Monday through Friday.

We are proud to be an Equal Opportunity Employer.

Company-paid background check required upon hire.