Parts Customer Service Lead

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Full Time Clerical Westlake, TX, US

7 days ago Requisition

Salary Range: $28.00 To $30.00 Hourly

Company: TIME Manufacturing Company

Position: Parts Customer Service Lead

Position reports to: Customer Service & Parts Manager

Location: Waco, TX (on-site, this is not remote)

Schedule: Monday-Friday, 8:00am-5:00pm, overtime may be required

TIME Manufacturing Company is a global leader in the production of vehicle-mounted aerial lifts and equipment, serving industries that demand reliability, safety, and precision. With a focus on innovation and customer satisfaction, we are committed to delivering high-quality products and exceptional service. Our culture fosters collaboration, continuous improvement, and a passion for exceeding expectations.

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.

• 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

• 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…