Parts Customer Service Lead

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

• 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