Manager, Customer Operations- Parts

About The Position

The Customer Operations Manager provides guidance and assistance to the Parts Department Team to promote customer satisfaction, achieve departmental objectives and increase profitability of Parts Sales in accordance with Domestic and International Regulations.

• Manage and provide exceptional quality Customer Service to all Customers including equipment/spare parts queries, direct and dealer sales RFQ’s, order entry, manufacturing of parts, inspections, transportation and logistics, documentation, payment terms, collection, returns and warranties.
• Direct Customer contact. Must be able to communicate clearly, politely, and professionally via phone, email and face-to-face with Customers, Dealers, Suppliers, Carriers and the various departments including Sales, Engineering, Purchasing, Accounting, Manufacturing, Parts inventory, warehouse, Shipping and Management.
• Oversee on-time management of orders and proper communication to all customers. Includes, tracking, tracing and proper quoting of transport (small packages, LTL, specialized equipment and air freight).
• Produce and analyze data, statistics and various reports related to customer service and promote growth.
• Oversee profitability of Parts by maintaining margins on sales revenue and transport of goods including Parts budget management.
• Assist and coach Parts Team with problem resolutions: provide leadership and guidance.
• Supervise time management including normal work hours, overtime and PDO.
• Perform employee review and evaluations. Provide training.
• Attend trade shows, conferences, customer schools and visit accounts to increase customer satisfaction and build brand loyalty (could involve multiple day travel).
• Develop and apply Customer Service standards, policies and procedures for the Department.
• Follow company policies and procedures at all times.
• Follow proper safety rules and regulations at all times.
• Perform other duties as assigned.

• Manage and provide exceptional quality Customer Service to all Customers including equipment/spare parts queries, direct and dealer sales RFQ’s, order entry, manufacturing of parts, inspections, transportation and logistics, documentation, payment terms, collection, returns and warranties.
• Direct Customer contact. Must be able to communicate clearly, politely, and professionally via phone, email and face-to-face with Customers, Dealers, Suppliers, Carriers and the various departments including Sales, Engineering, Purchasing, Accounting, Manufacturing, Parts inventory, warehouse, Shipping and Management.
• Oversee on-time management of orders and proper communication to all customers. Includes, tracking, tracing and proper quoting of transport (small packages, LTL, specialized equipment and air freight).
• Produce and analyze data, statistics and various reports related to customer service and promote growth.
• Oversee profitability of Parts by maintaining margins on sales revenue and transport of goods including Parts budget management.
• Assist and coach Parts Team with problem resolutions: provide leadership and guidance.
• Supervise time management including normal work hours, overtime and PDO.
• Perform employee review and evaluations. Provide training.
• Attend trade shows, conferences, customer schools and visit accounts to increase customer satisfaction and build brand loyalty (could involve multiple day travel).
• Develop and apply Customer Service standards, policies and procedures for the Department.
• Follow company policies and procedures at all times.
• Follow proper safety rules and regulations at all times.
• Perform other duties as assigned.

• Minimum of two years post high school education.
• Bachelor’s degree…