Parts Customer Care Manager - Piscataway, NJ

Foley Inc • Piscataway Township, NJ

10d • $90,000 - $100,000 • Onsite

About The Position

The Parts Customer Care Manager will oversee daily parts counter operations, ensuring efficient service and issue resolution for internal and external customers. This role involves managing staffing schedules, monitoring and controlling labor expenses, and identifying process improvements. The manager will track key performance metrics, lead and develop the team, and collaborate cross-functionally with other departments. Additionally, this position serves as a key contact for high-profile customers and oversees corporate programs.

Requirements

• High School Diploma or equivalent required.
• Minimum 5 years experience in Parts Operations with progressive supervisory experience and/or equivalent combination of training and experience which provides the required knowledge, skills and abilities.
• Excellent communication and interpersonal skills; both verbal and written.
• Prioritizing tasks and meeting deadlines in a fast-paced environment.
• Advanced proficiency with Microsoft Office applications

Responsibilities

• Oversee daily parts counter operations, ensuring efficient service and issue resolution for internal and external customers
• Manage staffing schedules, including weekly/monthly coverage and standby assignments across territories
• Monitor and control labor expenses while identifying and implementing process improvements for optimization
• Track and maintain key performance metrics (e.g., abandoned call rate, KPIs) and communicate results with data-driven insights
• Lead, coach, and hold team members accountable for performance, including goal setting, evaluations, and development planning
• Partner with HR to coordinate training programs and support ongoing employee development initiatives
• Manage operational reporting (open orders, back orders, invoicing discrepancies, etc.) to ensure accuracy and timely resolution
• Collaborate cross-functionally with service departments, product support, and leadership to align on goals, policies, and customer solutions
• Serve as a key contact for high-profile customers and oversee corporate programs, including marketing discounts and claims processes

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED