Parts Customer Service Lead

Time Manufacturing Company•Westlake, TX

7d•$28 - $30•Onsite

About The Position

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.

Requirements

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

Responsibilities

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
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
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
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
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.
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.
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.
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.