Parts and Customer Service Manager
Posted on 9/5/2023
Walker Edison
West Jordan, UT, USA
Experience Level
Desired Skills
Customer Service
Customer Success & Support
  • Bachelor's degree (and/or) 8 - 10 years of customer service leadership or supply chain experience
  • Ability to prioritize and meet tight deadlines
  • Experience managing cross-functional teams
  • Experience in both retail and e-commerce settings
  • Effective team training
  • The ability to lead, inspire, motivate, and influence others to achieve organizational goals
  • Skills: Leadership, Results-driven, action-oriented, performance management, conflict-resolution, creative problem-solving, analytical, strategic thinking. Excellent written, verbal, and interpersonal communication skillset
  • Experience with NetSuite, BazaarVoice, Zendesk, or similar ERP and CRM tools
  • The Parts and Service Manager will foster a culture of engagement for all employees to help decrease employee turnover, build business acumen, promote employee development, and facilitate succession planning
  • Personnel demand planning and forecasting
  • Manage hiring, training, and drive efficient and effective performance of the customer service and parts team
  • Instill an employee-focused culture where employees are motivated, inspired, and developed to achieve best-in-class customer satisfaction
  • Establish and implement priorities, performance goals, and data-driven objectives to ensure group results for their teams
  • Natural curiosity is critical for this role, ensuring forward thinking in relationship to customer complaint trends, risk mitigation, and follow-through with internal customers
  • The Customer Service and Parts Manager is responsible for leading effective contact management through a variety of sources, ensuring appropriate modeling, forecasting, and process development
  • Monitor business and process metrics to measure and manage the team's effectiveness
  • Monitor and develop metrics related to the replacement parts program and ensure cost effectiveness for the business
  • Develop strategies to increase the quality and efficiency of support to customers
  • Working knowledge of current and emerging developments/trends (i.e., new technology/customer efficiencies) and collaborates with management to incorporate them in existing and future solutions
  • Maintain in-depth working knowledge of the company's brands, systems, and processes
  • Responsible for determination of inventory requirements for replacement parts program, coordination of inventory controls related to replacement parts, and monitoring the effectiveness of our replacement parts programs