Service Center Manager(Customer Service Manager)

1115 Applied Industrial Technologies - PA LLC•Runnemede, NJ

About The Position

Applied Industrial Technologies is seeking a Customer Service Manager to oversee the day-to-day operations of a service center and lead its customer service specialists. The role combines service center operations with customer support before, during, and after the sale, as well as coaching and developing the customer service team. The manager supports operational and financial objectives, customer satisfaction, sales activity, and the growth of the service center. The position reports directly to the General Manager.

Requirements

At least 2 years of proven sales or customer service leadership experience in an industrial environment or parts counter.
High school diploma or GED.
Solid understanding of financial and accounting concepts.
Computer proficiency and ability to quickly learn the company’s ordering system.
Strong leadership, administrative, project management, coaching, and mentoring abilities.
Detail-oriented, with analytical and problem-solving skills.
Excellent verbal and written communication, interpersonal, and negotiation skills.
Ability to establish rapport and build strong relationships with service staff and a wide variety of customers.

Nice To Haves

Industrial sales or distribution experience.
Service center experience.
ERP or SAP experience.

Responsibilities

Manage internal service center operations to meet or exceed P&L objectives.
Develop leadership competencies that support individual and team goals.
Meet customer and shipment metrics, including time to fill, order expediting, and quoting.
Develop, implement, and monitor programs related to product promotion, inside sales, office and warehouse functions, and customer service, and measure their results.
Hire, train, and develop service center personnel.
Assist account managers with identifying, acquiring, and retaining customers.
Manage inventory, receivables, expenses, and profit/loss accounting.
Review and complete monthly reports and oversee petty cash balancing.
Maintain a high level of customer relations.
Use key metrics to evaluate operations and recommend best practices.
Manage vendor relationships.
Create a positive, dynamic, and fun work environment.