The Customer Service Supervisor-Parts is responsible for leading the Customer Service-Parts team by actively participating in the development and execution of strategies, tactics, policies, and procedures. This role focuses on enhancing the quality of customer service by analyzing and refining processes, establishing clear service metrics, monitoring performance, and implementing necessary improvements. The Customer Service Supervisor will also coordinate closely with manufacturing, supply chain, and sales teams to meet customer expectations and develop plans that ensure the availability of materials and products.

Responsibilities:

• Oversee and maintain customer service operations including its staff and statistics.
• Standardize policies and procedures including order management, complaint and credit handling, key metrics, key customer programs and value-added services.
• Provide guidance and direction to direct reports, including setting performance standards, monitoring performance, identifying development needs, coaching, mentoring and helping improve their knowledge or skills.
• Develop procedures for coordination of customer service with other functional areas, such as sales, marketing, finance, production and/or quality.
• Monitor business and process metrics to measure and manage customer service effectiveness.
• Identify and develop strategies to increase the quality and efficiency of support to customers.
• Liaise with company leaders to support and implement improvement strategies.
• This job position performs other assignments and performs other duties as deemed necessary.

Acquisition Integration Management:

• Lead customer service aspects of acquisition due diligence, integration planning, execution and ongoing support.
• Develop a customer service organization department that facilitates rapid integrations of new acquisitions. Create reusable assets to for repeatable operations.
• Develop and oversee implementation of a customer service integration playbook.
• Lead unification and streamlining of business processes across the company’s various entities.

Qualifications and Experience:

• 5+ years of Customer Service managerial experience (parts experience preferred).
• In depth experience with ERP systems, specifically JDE.
• High attention to detail and organization skills.
• Must be willing to juggle many things at once and prioritize effectively.
• Bachelor’s Degree required (or a minimum of 10 years of progressive Customer Service experience along with Management experience).
• Strong customer service advocacy and problem-solving skills.
• Experience with Mergers & Acquisitions.
• Experience within the manufacturing industry, B2b experience a plus – small to medium sized business setting.
• Experience working with Private Equity owned Portfolio companies.
• Demonstratable experience with project management and process improvement.
• Demonstrated proficiency in Microsoft Office applications (Excel, Word), Outlook, Internet.
• Familiarity with sales concepts, practices and procedures in a dynamic manufacturing environment.
• Ability to perform basic quantitative skills required.
• Ability to work with all areas of the business including plant and sales personnel.
• Professional verbal and written communication.