Customer Service Manager

Summary

The Sales Customer Service Manager ensures that the organization understands and satisfies its customer’s requirements developing customer service policies and procedures and handling inquiries from customers. The Customer Service Manager is responsible for ensuring the company delivers the highest level of customer service possible.

Core Competencies

• Customer Satisfaction
• Communication
• Energy and Stress Management
• Team Work
• Problem Solving
• Accountability and Dependability
• Ethics and Integrity
• Analytical
• Coaching and Mentoring
• Organization
• Decisiveness

Job Duties

• Hire, train, and develop a team of customer service and technical support representatives. Set daily/weekly performance KPIs and foster a collaborative, product-informed team culture.
• Act as the primary escalation point for complex order issues, fitment inquiries, warranty claims, and shipping disputes. Translate technical product nuances into clear solutions for customers.
• Oversee the end-to-end order processing lifecycle within our ERP/CRM system, ensuring accurate order entry, stock status updates, and timely order fulfillment coordination with the warehouse.
• Maintain strong relationship channels with commercial accounts (jobbers, retailer, WDs, e-commerce dealers) while maintaining high standards for direct consumer (B2C) inquiries.
• Identify bottlenecks in the customer journey and implement best-in-class service workflows, RMA/warranty handling procedures, and response time standards.
• Partner closely with Sales, Product, Supply Chain, and Engineering to communicate recurring product issues, inventory shortages, and customer feedback trends.
• Responsible for administering company policies within established guidelines including, but not limited to, daily attendance and any disciplinary action for department employees.
• Applies problem-solving methodology, i.e. customer specific.
• Understands and complies with all customerpackaging, shipping and labeling instructions.
• Accesses all CustomerSupplier Portals.
• Accesses and reviews performance status on CustomerMetrics.
• Knowledge and understands all Customer Continuous Improvement Procedure(s).
• Understands and complies with all CustomerShipping and Delivery Performance Requirements.
• Aware of safety requirements and regulation.
• Understands the requirement and use of Personal Protective Equipment.
• Understands Inspection Standards and/or Quality Key Points.
• Maintains compliance to company policies and work rules, safety standards and good housekeeping practices.
• All other duties as assigned.

Requirements

• Post-secondary education relevant to position or equivalent experience
• 4+ years of customer service experience, with at least 2+ years in a supervisory or management role within the automotive aftermarket or consumer goods sector.
• Familiarity with automotive terminology, vehicle fitment catalogs (e.g., ACES/PIES standards), warranties, and common aftermarket installation challenges.
• Hands-on experience with SAP. Advanced Microsoft Excel skills required.
• Exceptional verbal and written communication skills with an ability to de-escalate high-stress situations constructively.
• Proficiency with database applications and administration systems, specifically Microsoft Office.
• Proven capability to analyze root causes of recurring order/product friction and deploy procedural fixes.