Parts Customer Service Lead

Job Description

Job Description

Company: TIME Manufacturing Company

Position: Parts Customer Service Lead

Position reports to: Customer Service & Parts Manager

Location: Waco, TX (on-site, this is not remote)

Schedule: Monday-Friday, 8:00am-5:00pm, overtime may be required

Company Overview

TIME Manufacturing Company is a global leader in the production of vehicle-mounted aerial lifts and equipment, serving industries that demand reliability, safety, and precision. With a focus on innovation and customer satisfaction, we are committed to delivering high-quality products and exceptional service. Our culture fosters collaboration, continuous improvement, and a passion for exceeding expectations.

Position Summary:

The Parts Customer Service Lead is responsible for supporting the daily operations, training, and development of the Parts Customer Service team while helping ensure a high level of customer service is consistently provided to internal and external customers.

This role serves as a working lead and customer service-focused resource for the team by assisting with onboarding, coaching, communication standards, customer issue resolution, and process adherence. The position works closely with the Customer Service & Parts Manager to help drive consistency, accountability, and continuous improvement within the department.

The Parts Customer Service Lead is expected to lead by example through professionalism, strong communication, urgency, teamwork, and customer-first service.

Responsibilities and Duties:

Customer Service Support

• Provide daily support to Parts CSRs with customer inquiries, escalations, and order-related issues
• Assist in handling high-priority customer accounts and escalated situations
• Help ensure customer inquiries are acknowledged and responded to within department expectations
• Support customer communication standards and professionalism across the team
• Assist with resolving customer concerns related to pricing, availability, lead times, shipping, and order status
• Promote a positive customer experience through proactive communication and follow-up

Training & Team Development

• Assist with onboarding and training of new Parts CSRs
• Provide ongoing coaching and reinforcement of customer service expectations and processes
• Help develop training materials, guides, and process documentation

Support cross-training initiatives within the department

• Identify training gaps and communicate opportunities for improvement to management
• Serve as a day-to-day resource for team questions and operational support
• Process & Operational Support
• Reinforce department SOPs, workflows, and communication standards
• Help monitor order follow-up, customer response times, and open issues
• Support continuous improvement initiatives within the department
• Assist with maintaining organized documentation and process consistency
• Work collaboratively with Purchasing, Warehouse, Technical Support, Engineering, and other internal departments to support customer needs
• Help ensure team adherence to established procedures and expectations

Leadership Responsibilities

• Lead by example in professionalism, accountability, teamwork, and communication
• Support a positive and collaborative team environment
• Assist in driving department goals and service expectations
• Escalate ongoing concerns or process gaps to management when necessary
• Help promote consistency across team communication and customer interactions

Customer Experience & Escalation Support

• Serve as escalation point for customer concerns.
• Step in when requests are delayed or unresolved.
• Support CSRs & Technical CSRs in complex situations.
• Ensure customers receive timely updates and resolutions.

Order Accuracy, Quoting & Product Support

• Validate accuracy of quotes/orders.
• Coach team on pricing, lead times, and parts accuracy.
• Escalate issues when data appears incorrect.
• Partner with engineering and supply chain on part data corrections
• Support improvements to parts data and internal processes.

Internal Coordination

• Build relationships with Engineering, Warranty, Service, Supply Chain.
• Coordinate with internal departments to obtain needed updates.
• Report all customer complaints through the appropriate company channel.
• Communicate daily with Head of Business Services, North America
• Participate in operations and improvement meetings.

Teamwork & Professional Standards

• Coach team members regularly.
• Support CSRs on understanding parts, processes, and communication.
• Support Technical CSRs with escalated issues.
• Encourage continuous learning.
• Promote culture of ownership, urgency, and professionalism.
• Maintain punctuality and consistent presence.
• Lead calmly and professionally.

Qualifications

• Minimum 3–5 years of customer service experience, preferably within manufacturing, parts, distribution, or a related industry
• Experience with Epicor ERP or similar systems
• Prior experience assisting with training, mentoring, or team support preferred
• Knowledge of parts order processing and customer support workflows
• Strong attention to detail and sense of urgency
• Strong communication and interpersonal skills
• Ability to coach and support team development in a professional manner
• Excellent organizational and follow-up skills
• Ability to manage multiple priorities in a fast-paced environment
• Strong problem-solving and customer resolution skills
• Proficient in Microsoft Office applications and ERP systems
• Ability to work collaboratively across departments

Core Benefits

• Competitive salary and bonus structure
• Comprehensive health, dental, and vision insurance plans
• 401(k) with company match
• Paid time off and holidays
• Professional development opportunities
• Collaborative and innovative work environment

Equal Employment Opportunity (EEO) Statement
Time Manufacturing Inc. is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

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