Customer Service and Parts Manager

Customer Service & Parts Manager North America

The Customer Service & Parts Manager North America is responsible for leading, developing, and continuously improving Customer Service, Parts Customer Service, and Command Center operations across North America. This position ensures customers, dealers, distributors, and internal team members receive timely, accurate, professional, and solution-focused support.

The Manager leads customer service personnel, oversees customer escalations, establishes service and communication standards, improves processes, manages reporting and training, and serves as a key bridge between customers and internal departments. This role works closely with Parts, Supply Chain, Purchasing, Warehouse, Engineering, Warranty, Service, Technical Support, Sales, and Operations to remove bottlenecks and drive issues through resolution. The Manager is expected to lead by example through professionalism, urgency, accountability, teamwork, and a customer-first mindset while building a culture of exceptional customer service throughout North America.

Key responsibilities include:

• Leading and growing Customer Service, Parts Customer Service, and Command Center operations across North America.
• Managing, coaching, training, and developing Customer Service and Parts team members and supervisors.
• Managing staffing, schedules, workload, timecards, time-off requests, and appropriate department coverage.
• Establishing clear expectations for responsiveness, professionalism, accuracy, ownership, and accountability.
• Identifying staffing, training, technology, and process needs as the business grows.
• Promoting a culture of ownership, urgency, teamwork, continuous improvement, and customer-first service.
• Overseeing daily Parts Customer Service operations and providing support for complex customer requests.
• Ensuring Parts CSRs have the training, product knowledge, processes, and resources required to succeed.
• Supporting inquiries involving parts identification, pricing, quotations, availability, lead times, shipping, and order status.
• Monitoring quote and order accuracy and addressing recurring errors or process gaps.
• Partnering with Engineering, Supply Chain, Purchasing, Warehouse, and Technical Support to resolve parts issues and improve data accuracy.
• Supporting Parts and Technical CSRs with escalated or complex customer situations.
• Serving as a primary escalation point for unresolved, high-priority, or dissatisfied customers.
• Stepping in when customer requests are delayed or cannot be resolved through normal processes.
• De-escalating difficult situations professionally and driving issues through resolution.
• Ensuring customers receive proactive and timely updates on open issues.
• Identifying recurring customer concerns and coordinating corrective actions with appropriate departments.
• Maintaining a solution-focused approach for both external customers and internal team members.
• Overseeing Command Center operations to ensure calls, emails, and inquiries are handled promptly, professionally, and accurately.
• Supporting the Command Center Supervisor with staffing, processes, contacts, training, and escalation resources.
• Ensuring appropriate Command Center coverage and cross-departmental participation.
• Reinforcing a "Director of First Impressions" mindset throughout the team.
• Overseeing RingCentral, Command Center trackers, and other applicable systems.
• Ensuring customer interactions are appropriately documented, tracked, updated, and closed.
• Establishing and continuously improving customer service and communication standards across North America.
• Defining expectations for professionalism, responsiveness, accuracy, follow-up, and ownership.
• Improving communication between departments and addressing bottlenecks impacting customers.
• Developing training materials and working with managers to reinforce service expectations.
• Coaching employees when communication or customer service performance falls below established standards.
• Ensuring emails to customer voicemails receive an initial response within 24 hours.
• Driving resolution within three business days whenever reasonably possible, with proactive updates when additional time is required.
• Managing and continuously improving Customer Service and Parts processes, SOPs, and workflows.
• Standardizing tracking of customer requests, complaints, escalations, projects, and open issues.
• Identifying inefficiencies and implementing solutions that improve speed, accuracy, and customer experience.
• Owning and growing the customer complaint program.
• Ensuring complaints are documented, investigated, communicated, and resolved appropriately.
• Analyzing recurring complaints and using findings to drive process improvements and employee training.
• Managing onboarding and ongoing training for Customer Service, Parts Customer Service, and Command Center employees.
• Maintaining and improving training materials, process guides, contact guides, and reference documents.
• Identifying training gaps and providing coaching and development as needed.
• Supporting cross-training to improve team knowledge and department coverage.
• Maintaining the Command Center contact guide and distributing updated information to the appropriate teams at least monthly.
• Managing required Customer Service, Parts, and Command Center reporting, including daily, weekly, and monthly reports.
• Monitoring response times, resolution times, open escalations, customer complaints, parts activity, training, and supply chain support.
• Developing additional KPIs and reporting as needed to measure performance and improve accountability.
• Communicating significant trends, risks, escalations, and performance concerns to leadership.
• Maintaining regular communication with the Head of Business Services, North America.
• Building strong working relationships with Engineering, Warranty, Service, Supply Chain, Purchasing, Warehouse, Technical Support, Sales, and Operations.
• Serving as a bridge between customers, dealers, suppliers, vendors, and internal departments.
• Leading projects necessary to improve Customer Service, Parts, and Command Center operations.
• Supporting Warranty and Customer Training teams when customer service assistance or escalation support is required.
• Participating in operational and continuous improvement meetings and driving agreed-upon actions to completion.
• Leading by example with professionalism, accountability, urgency, and teamwork.
• Developing employees through regular coaching, feedback, and training.
• Remaining calm and solution-focused during difficult customer situations.
• Encouraging ownership of customer issues from initial contact through resolution.
• Holding team members accountable while providing the resources needed for success.
• Building productive relationships across departments and organizational levels.
• Challenging inefficient processes and driving continuous improvement.
• Maintaining dependable attendance, punctuality, and leadership presence.

Qualifications:

• High School or GED
• 35 years of management or supervisory experience in a parts, aftermarket, service, operations, manufacturing, or related business environments
• Demonstrated experience in customer service, parts, aftermarket support, operations, or a related field.
• Previous leadership, supervisory, or team management experience.
• Strong customer service, escalation management, and problem-solving skills.
• Excellent written and verbal communication skills.
• Ability to coach, train, and develop employees.
• Strong organizational skills with the ability to manage multiple priorities.
• Experience developing or improving processes, procedures, and service standards.
• Ability to collaborate effectively across multiple departments.
• Experience with CRM, contact-center, ERP, or order-management systems preferred.
• HubSpot and RingCentral experience preferred.
• Manufacturing, industrial equipment, automotive, heavy equipment, or related industry experience preferred.

Skills needed:

• Candidate must be well versed in Microsoft Office, more specifically, Excel and Outlook
• Candidate must be professional with an emphasis of providing world-class customer service
• Candidate must be a self-starter willing to learn and take on new challenges
• Candidate must have great time management
• Candidate must be organized, a problem solver, and comfortable with delegating tasks and holding team members responsible
• Candidate must be prepared to resolve issues, for less than satisfied customers, while providing professional, top-tier, customer service
• Candidate must be able to work well with other team members to support our customers
• Candidate must be punctual, and in attendance, as customer service must always be available to our customer
• Candidate must be comfortable with making decisions, but at the same time, knowledgeable of when to escalate