Customer Service and Parts Manager

Time Manufacturing Company•Waco, TX

5d•$80,000 - $85,000•Onsite

About The Position

The Customer Service Manager supports the North American Parts Manager while directly leading the day-to-day Parts Customer Service operation. This role is responsible for developing the customer service team and ensuring timely, accurate, professional, and solution-focused support for customers, dealers, distributors, and internal teams. The position oversees Parts Customer Service personnel, service standards, escalations, training, workload and department coverage, process improvement, and cross-functional issue resolution. The role also supports broader Parts operations by helping resolve order, product, availability, and fulfillment issues from initial request through resolution as needed. This position works closely with Parts, Supply Chain, Purchasing, Warehouse, Engineering, Warranty, Service, Technical Support, Sales, and Operations to remove bottlenecks and improve customer experience.

Requirements

High school diploma or GED required.
3–5 years of supervisory or management experience in parts, aftermarket, customer service, service operations, manufacturing, or a related business environment.
Demonstrated experience in customer service, escalation management, parts, aftermarket support, operations, or a related field.
Strong leadership skills with demonstrated ability to coach, train, develop, and hold employees accountable.
Excellent written and verbal communication skills.
Strong organizational, time-management, and problem-solving skills with the ability to manage multiple priorities.
Experience developing or improving processes, procedures, workflows, or service standards.
Ability to collaborate effectively across multiple departments and organizational levels.
Proficiency with Microsoft Office, particularly Excel and Outlook.

Nice To Haves

Experience with ERP, CRM, contact-center, or order-management systems preferred.
Epicor experience preferred.
Manufacturing, industrial equipment, automotive, heavy equipment, or related industry experience preferred.

Responsibilities

Lead the day-to-day Parts Customer Service operation across North America.
Manage, coach, train, and develop Parts Customer Service team members and supervisors.
Manage staffing, schedules, workload, timecards, time-off requests, and department coverage.
Establish and reinforce expectations for responsiveness, professionalism, accuracy, ownership, accountability, and customer service.
Ensure team members have the training, product knowledge, processes, and resources necessary to succeed.
Identify staffing, training, technology, and process needs as the business grows.
Oversee daily Parts Customer Service activities and provide support for complex parts and order requests.
Support inquiries involving parts identification, pricing, quotations, availability, lead times, shipping, and order status.
Investigate parts and order issues and ensure required follow-up from Engineering, Purchasing, Warehouse, Supply Chain, or other departments is completed.
Escalate and expedite urgent parts requests through the appropriate channels.
Review parts diagrams and other available information to assist with parts identification and escalate part setup or data issues as needed.
Monitor quote and order accuracy and address recurring errors or process gaps.
Provide backup support for team members and the North American Parts Manager as needed to ensure critical requests are handled through resolution.
Serve as a primary escalation point for unresolved, high-priority, or dissatisfied customers.
Professionally de-escalate difficult customer situations and drive issues through resolution.
Ensure customers receive timely, proactive communication regarding open or delayed requests.
Maintain ownership of escalated customer issues from initial contact through resolution and ensure the loop is closed with the customer.
Reinforce company expectations for timely responses to customer emails, voicemails, and other requests.
Identify and address cross-functional bottlenecks that negatively impact customers or order fulfillment.
Identify and implement improvements to Parts Customer Service processes, SOPs, and workflows. Create new processes and SOPs where necessary.
Develop and maintain effective methods to document, investigate, communicate, and resolve customer complaints and escalations.
Identify recurring issues and implement corrective actions that improve speed, accuracy, communication, and customer experience.
Partner with other departments to improve parts information, order accuracy, workflow, and issue resolution.
Develop or improve training materials, procedures, and service standards as needed.
Lead by example with professionalism, accountability, urgency, and teamwork.
Develop employees through regular coaching, feedback, and training.
Remain calm, professional, and solution-focused during challenging customer or operational situations.
Hold team members accountable while ensuring they have the resources and support needed to succeed.
Build productive relationships across departments and organizational levels.
Challenge inefficient processes and support a culture of continuous improvement.
Maintain dependable attendance, punctuality, and leadership presence.