Parts Manager

The Parts Correspondent Manager is responsible for the overall leadership, performance, and continuous improvement of the Parts Correspondent function across all company regions. Reporting to the Corporate Parts Manager, this position provides leadership and direction to Parts Correspondent Supervisors while ensuring consistent execution of customer service standards, parts sales initiatives, operational processes, and departmental objectives. The Correspondent Manager develops and implements strategies that improve customer satisfaction, operational efficiency, revenue growth, and employee development while maintaining consistency across all regional operations.

• Provides leadership, coaching, and performance management to Parts Correspondent Supervisors across all regions.
• Ensures consistent execution of Parts Correspondent processes, policies, and Standard Operating Procedures throughout the organization.
• Partners with the Corporate Parts Manager to develop and execute strategic initiatives supporting departmental growth, profitability, customer satisfaction, and operational excellence.
• Monitors departmental Key Performance Indicators (KPIs) including response times, order accuracy, sales performance, backorder management, customer satisfaction, and productivity metrics.
• Identifies trends and develops action plans to improve operational performance and customer experience.
• Leads continuous improvement initiatives utilizing best practices to increase efficiency, consistency, and quality of service.
• Collaborates with Inventory, Service, Sales, and Operations teams to improve communication, order fulfillment, inventory availability, and customer support.
• Oversees escalated customer concerns and works with supervisors to ensure timely resolution while maintaining positive customer relationships.
• Supports the development and execution of outside Parts Correspondent sales strategies and customer retention initiatives.
• Reviews staffing needs and partners with Human Resources and the Corporate Parts Manager on recruitment, onboarding, succession planning, and employee development.
• Develops training programs and ensures Parts Correspondent Supervisors and team members receive ongoing coaching, cross-training, and professional development.
• Conducts regular operational reviews with regional supervisors to ensure compliance with company policies, procedures, and performance expectations.
• Works with OEM partners and vendors to improve parts availability, resolve supply issues, and strengthen supplier relationships.
• Ensures departmental compliance with company safety policies, quality standards, and applicable regulations.
• Maintains effective communication with internal departments, regional leadership, OEM representatives, and customers to promote collaboration and operational success.
• Assists in the annual budgeting process and manages departmental resources to achieve financial and operational objectives.
• Performs related duties as assigned or as business needs dictate.

• Bachelor's degree in business, Supply Chain Management, Operations Management, or a related field, or equivalent combination of education and experience.
• Minimum of 5 years of experience in parts operations, customer support, or material handling industry.
• Minimum of 3 years of progressive leadership experience managing supervisors or multiple teams.
• Strong knowledge of material handling equipment parts, maintenance practices, and OEM parts operations.
• Demonstrated success leading customer service and inside sales teams across multiple locations.
• Proven ability to develop employees, build high-performing teams, and foster a positive work environment.
• Strong analytical skills with experience utilizing KPIs and operational metrics to drive continuous improvement.
• Excellent organizational, planning, and project management skills.
• Proven ability to lead through organizational change and manage competing priorities.
• Strong customer-focused mindset with the ability to resolve complex customer issues.
• Excellent verbal and written communication skills with the ability to communicate effectively across all organizational levels.
• Proficient in Microsoft Office Suite and ERP/business operating systems.
• Ability to travel periodically to regional locations.

• MBA or other advanced business degrees.
• Experience managing multi-location customer support or parts operations.
• Lean, Six Sigma, or Continuous Improvement certification.