Customer Service Manager

Job Duties

• Hire, train, and develop a team of customer service and technical support representatives. Set daily/weekly performance KPIs and foster a collaborative, product-informed team culture.
• Act as the primary escalation point for complex order issues, fitment inquiries, warranty claims, and shipping disputes. Translate technical product nuances into clear solutions for customers.
• Oversee the end-to-end order processing lifecycle within our ERP/CRM system, ensuring accurate order entry, stock status updates, and timely order fulfillment coordination with the warehouse.
• Maintain strong relationship channels with commercial accounts (jobbers, retailer, WDs, e-commerce dealers) while maintaining high standards for direct consumer (B2C) inquiries.

• Identify bottlenecks in the customer journey and implement best-in-class service workflows, RMA/warranty handling procedures, and response time standards.
• Partner closely with Sales, Product, Supply Chain, and Engineering to communicate recurring product issues, inventory shortages, and customer feedback trends.
• Responsible for administering company policies within established guidelines including, but not limited to, daily attendance and any disciplinary action for department employees.
• Applies problem-solving methodology, i.e. customer specific.

• Understands and complies with all customerpackaging, shipping and labeling instructions.

• Accesses all CustomerSupplier Portals.
• Accesses and reviews performance status on CustomerMetrics.
• Knowledge and understands all Customer Continuous Improvement Procedures.
• Understands and complies with all CustomerShipping and Delivery Performance Requirements.
• Aware of safety requirements and regulation.
• Understands the requirement and use of Personal Protective Equipment.
• Understands Inspection Standards and/or Quality Key Points.
• Maintains compliance to company policies and work rules, safety standards and good housekeeping practices.
• All other duties as assigned.

Requirements

• Post-secondary education relevant to position or equivalent experience
• 4+ years of customer service experience, with at least 2+ years in a supervisory or management role within the automotive aftermarket or consumer goods sector.
• Familiarity with automotive terminology, vehicle fitment catalogs (e.g., ACES/PIES standards), warranties, and common aftermarket installation challenges.
• Hands-on experience with SAP. Advanced Microsoft Excel skills required.
• Exceptional verbal and written communication skills with an ability to de-escalate high-stress situations constructively.
• Proficiency with database applications and administration systems, specifically Microsoft Office.
• Proven capability to analyze root causes of recurring order/product friction and deploy procedural fixes.